Fix a website that is not loading

Before you start

• Access to your FoxFolio Cloud account and control panel

Applies to: Cloud Hosting, WordPress Cloud, Managed WordPress.

Steps

1. Check for a platform incident

   Open the service status page (opens in a new tab). If there is an incident or maintenance, wait for it to be resolved. See Check FoxFolio Cloud service status.

2. Check the service in your account

   In your account (opens in a new tab), open Services → My Services. A service that is not Active, or an overdue invoice, explains an outage. Also check Domains if the domain is registered with us.

3. Read the exact error

   The message tells you where to look:

   • “Server IP address could not be found”: a DNS problem — see Fix a domain that is not resolving.
   • 500 error, blank page or “critical error”: usually PHP code, a plugin or a theme.
   • 403 Forbidden: file permissions, or the web application firewall blocking a request.
   • A browser check page before your site loads is bot protection; completing it lets you through.

4. Check the error log

   In the control panel, open Access/Error Logs. Look for “Fatal error” lines near the time the problem started; they name the file and line at fault.

5. Undo the most recent change

   If the problem began after an update or edit, reverse it: disable the plugin or theme, restore the previous file, or restore a backup — see Restore files or a database from a backup. For WordPress, see Fix common WordPress errors.

Troubleshooting and common mistakes

Only one form or admin page returns 403.

The web application firewall may be blocking that request. Note the exact URL and time and open a ticket; firewall exceptions are handled by support.

The site works for you but not for others.

Your browser may be showing a cached copy. Test in a private window and on mobile data.

The site is slow rather than down.

Check for large uncompressed images, too many plugins or disabled caching before assuming a platform problem.

Related guides

• Check FoxFolio Cloud service statusCheck the live service status page at www.stackstatus.com for incidents and planned maintenance on the infrastructure behind FoxFolio Cloud. If you are signed in to your account, notices may also appear there. If nothing is listed but your service is down, the cause is probably specific to your site or domain, so work through the troubleshooting guides and then open a ticket.
• Fix a domain that is not resolvingA domain that does not resolve usually has the wrong nameservers, a missing or wrong A record, a recent change that is still spreading, an unanswered registrant-verification email, or an expired registration. Check each in that order. For FoxFolio Cloud hosting, the domain should normally use ns1.stackdns.com to ns4.stackdns.com.
• Fix common WordPress errorsMost WordPress errors come from a plugin, the theme, a low PHP memory limit or wrong database details in wp-config.php. Check the error log in the control panel, deactivate the most recently changed plugin or theme from the WordPress tools, and compare the database settings with MySQL Databases. Take a backup before editing files.
• What to include in a support ticketOpen tickets while signed in to your FoxFolio Cloud account so the request is linked to your service. Include the service or domain, what you were trying to do, the exact error message, when it started, what changed and what you already tried. Never include passwords, card numbers, authorization codes or two-step codes.