Troubleshooting a Website Not Loading

Expiration Date

1. Login to your Sav account.
2. Navigate to the Domain's Settings page then click on the domain within My Domains or search for the domain in the Domain Search Bar. 
3. In the Domain Details section, ensure the Status shows as "In Account" and the Date Expiring is in the future. 
4. If this is not the case and the domain has not been Transferred Out, renew the domain to restore the website. 

Domain Status

1. Visit the ICANN WHOIS Lookup at https://lookup.icann.org/.
2. Enter the domain name then click the Lookup button.
3. Under domain status, look for clientHold or serverHold. 
4. If you see either of these status the domain has been disabled by Sav or the Registry. Refer to this article for details on re-enabling the domain. 

Nameservers

1. Login to your Sav account.
2. Navigate to the Domain's Settings page then click on the domain within My Domains or search for the domain in the Domain Search Bar.
3. Ensure the correct Nameservers are set in the Name Servers section. 
4. Change the Nameservers if they are incorrect. 

DNS & Web Server

1. Open up a Command Prompt (if on a Windows computer) or a Terminal (if on a Mac computer).
2. Enter the following command without the quotes then press Enter/Return: "ping domain.com". Replace domain.com with your actual domain name. 
3. An IP address will be returned. Verify that this is the correct IP address of your web server. 
4. If it is not, update the IP address within your DNS. 
5. If you see "Request timeout" over and over again, this may indicate a problem with your web server. Please reach out to your website hosing provider for further investigation. 

DNSSEC

1. Login to your Sav account. 
2. Navigate to the Domain's Settings page then click on the domain within My Domains or search for the domain in the Domain Search Bar.
3. Scroll down to the DNSSEC section. 
4. If your active DNSSEC record does not match the domain's current DNS settings, remove it.