Website and email troubleshooting
A website or email failure does not always mean the whole server is down
First check the service status, then work out the scope. Test another device or network and identify whether the problem affects one website, one mailbox, one domain, or every service in your account.
Six quick checks before reporting a server outage
- 1Check the UKC service status
Sign in if prompted and look for a current incident or planned maintenance affecting your service.
- 2Try another network
Open the website on mobile data as well as Wi-Fi. If one works, the problem may be local to a router, provider, DNS resolver or blocked IP address.
- 3Test another device or browser
Use a private browsing window or a second device. This helps separate a browser cache, extension or stored certificate warning from a wider fault.
- 4Define the affected service
Check the website, webmail, incoming email, outgoing email and hosting panel separately. Record which tests pass and fail.
- 5Review recent changes
Note any nameserver, DNS, password, SSL, website or email-setting change made before the problem began.
- 6Capture the exact error and time
Copy the error text and note the time with your time zone. A screenshot can help, but remove private messages and account data first.
What the test results usually indicate
| Test result | Likely scope | Best next action |
|---|---|---|
| Website fails on one device only | Browser, cache or device issue | Try private browsing, another browser and a fresh DNS lookup. |
| Website fails on Wi-Fi but works on mobile data | Local network, resolver or IP block | Restart the router, test another DNS resolver and tell support your public IP if requested securely. |
| One domain fails but other hosted sites work | Domain, DNS, SSL or site configuration | Check expiry, nameservers, DNS records, certificate and hosting assignment. |
| Webmail works but an email app fails | Device or mail-client settings | Check password, hostname, ports, encryption and SMTP authentication. |
| Website and email fail for one domain | Domain expiry, DNS or account issue | Check the domain and subscription status before assuming the server is down. |
| Several services fail for several users | Possible wider incident | Check service status, avoid repeated changes, then open one detailed support ticket. |
If email is down but the website works
Email has separate incoming, outgoing, authentication and DNS components. Check each part instead of changing every setting.
Test webmail
If webmail works, the mailbox and server are probably available and the fault is more likely in the device or email application.
Separate send and receive
Try sending to an external address and receiving a reply. SMTP can fail while IMAP still works, or the reverse.
Check the exact error
An authentication failure, connection timeout, full mailbox and rejected message need different fixes.
Verify secure ports
Use the settings supplied for your service. Our email ports guide explains the standard secure choices.
What to include in a useful support ticket
A clear report helps the team separate a local connection problem from a domain, account or wider service issue.
Website, incoming email, outgoing email, webmail, DNS or hosting panel.
One device, one mailbox, one domain, one network or all users and services.
Copy the full error text and include a privacy-safe screenshot if useful.
Give the time, date and time zone, plus whether the fault is continuous or intermittent.
List another device, another network, webmail and service-status results.
Mention DNS, nameserver, password, SSL, website or email changes made beforehand.
Website or email outage apology template
If your customers were affected, publish a short factual update. Avoid promising a restoration time until it has been confirmed.
Subject: Service interruption update
We are sorry that our [website or email service] was unavailable from [start time and time zone]. The service was restored at [restoration time], and we are monitoring it.
The interruption affected [brief scope]. We understand the disruption this caused and apologise for the inconvenience. If you still experience a problem, please contact us at [alternative contact method].
We will share any further confirmed information at [status page or update location].
Keep the message accurate, state what is known, provide an alternative contact route, and update it when the situation changes. Do not blame a supplier publicly before the cause is confirmed.
Website and email outage questions
How can I tell whether a website is down for everyone?
Test from another network and device, then check the service status. A third-party checker can provide another viewpoint, but it cannot see your account, DNS configuration or private services and should not receive login details.
Can my website work while email is down?
Yes. Website and email use different services and DNS records. Test webmail, incoming mail and outgoing mail separately.
Can email work while my website is down?
Yes. Correct mail records can continue delivering email even if the website, certificate or hosting application has a fault.
Should I change DNS during a suspected outage?
Not unless you understand the current records and have a confirmed reason. Unplanned DNS changes can add a second problem and take time to spread through caches.
Should I send more than one support ticket?
No. Add new information to the existing ticket. Multiple reports for the same issue can split the diagnostic history and slow communication.
Still unable to connect?
Check status, then send one detailed report
Include the affected service, exact error, time, scope, tests and recent changes. Keep passwords and private message content out of the ticket.