It is a frustrating moment: you go to check your website, and it won’t load. Before you hit the panic button, let’s determine if the site is truly "down" or if there is a local hiccup with your connection, browser, or our security firewall.
Follow this step-by-step guide to troubleshoot like a pro.
1. The "Quick Fix" Checklist
Most "site down" issues are actually local to the device or the office network. Try these first:
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The 5G Test: Switch off Wi-Fi on your phone and try accessing the site using your mobile data.
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If it works on mobile but not on Wi-Fi, the issue is your local network or an IP block.
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Go Incognito: Open a Private/Incognito window in your browser (
Ctrl+Shift+NorCmd+Shift+N). This disables extensions that might be blocking the site. -
Try another Browser: If you’re using Chrome, try Safari, Firefox, or Edge.
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Restart the Router: Turning your internet router off and on resolves a surprising number of connection timeouts.
2. Refreshing Your Cache
Your browser saves "snapshots" of your site to load them faster. If we have recently changed your site or moved your hosting, your browser might be trying to load an old, broken version.
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The Hard Refresh: * Windows: Hold
Ctrland pressF5.-
Mac: Hold
Cmd+Shift+R.
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Deep Clean: If that fails, go to your browser settings and Delete Browsing Data/Cache. Select the option for the "entire history."
3. Is it "Down" or is the Checker Wrong?
If you use a tool like DownForEveryoneOrJustMe.com and it says your site is down—but you can see it on your phone—the tool is likely being blocked by our security "bodyguards" (Cloudflare).
How to get a "Second Opinion":
Standard checkers use a single IP that often looks like a bot. To get a real answer, use a "Global" checker that tests from multiple cities at once. These are much harder for firewalls to block:
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OnlineOrNot: Checks from 15 global locations simultaneously.
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WebsitePlanet: Provides a detailed look at the server response.
4. Understanding Error Screens
The specific message on your screen is the best clue to the mystery:
| What you see | What it means | The Fix |
| "Connection Timed Out" | The server isn't responding to you. | You are likely IP-blocked. (See Section 5). |
| "DNS_PROBE_FINISHED..." | Your computer's "address book" is lost. | Restart your computer or "Flush DNS." |
| "Cloudflare Error 1020" | You triggered a security rule. | You've been flagged as a "bot." (See Section 6). |
| "403 Forbidden" | Access is restricted. | Clear your cookies and try again. |
5. Are you IP Blocked?
Our servers have firewalls to stop hackers. Sometimes, legitimate users get caught in the crossfire.
You might be blocked if:
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You (or an employee) entered a wrong password for email or your CMS too many times.
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You are using a VPN with a "bad reputation" IP.
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You refreshed the page many times in a few seconds (looking like a bot).
How to fix it: Visit WhatIsMyIP.com, copy your IP address, and send it to our support team so we can "whitelist" you.
6. The "Cloudflare Error 1020" (Access Denied)
If you see a plain white screen with Error 1020, your website isn't broken—it is defending itself! This happens if your connection looks suspicious to our global security layer.
What to do:
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Look for the "Ray ID": This is a string of letters/numbers at the bottom of the error page (e.g.,
7a1b2c3d4e5f6g7h). -
Send it to us: We can use that ID to find exactly which security rule blocked you and fix it.
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Check your VPN: If you are using a VPN, switch it off and refresh.
Still stuck?
If you’ve tried a different device and a different network and the site is still invisible, contact WAZILE Support with:
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The URL you are trying to reach.
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Your IP Address (from WhatIsMyIP.com).
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A Screenshot of the error message (including any Ray IDs).
