Diagnosing Website or Email Down
Sometimes you suddenly can’t access your website or email. This can be very frustrating, especially when you’re not sure what the cause of the problem is. Try the following steps to help diagnose the problem. They must be followed in sequential order:
STEP 1: Check if there a problem with the xmanonline server
Are you able to check your email via Webmail? To do this, go to our Home page, click Webmail and enter your email address and password.
- IF YES, then your email is functioning correctly at our end. You will need to check your settings in your desktop email client. Compare them to our email setup instructions here. If you are still unsure, please take a screenshot of your mail client settings and send it as an attachment to us support@xmanonline.com.au, and we will be able to assist you as quickly as possible.
- IF NO, you may have an incorrect password. Feel free to email us at support@xmanonline.com.au, and we can reset your password for you.
- IF NO (even with a new password), please go to step 2.
STEP 2. Check if your domain is currently registered and active
You can test this by entering in your domain name here.
If it responds by saying “<yourdomain.com> is available for registration”, your domain has either expired, or it is not registered. Your domain will need to be registered for your website to work. To register or renew your domain, please go here.
If it responds by saying “Sorry but <yourdomain.com> is already registered”, click on the link below it, and make sure that it’s expiry date has not passed. If it has expired, you will need to renew it.
If your domain is registered and active, please go to step 3.
STEP 3. Check if your Internet connection is working properly
You can test this by going to the testing site here, and entering in the domain name that is currently down (ie. xmanonline.com.au).
- If it responds by saying “It’s just you.” then your Internet connection is the issue and you should try restarting your computer and/or contacting your Internet Service Provider.
- If it responds by saying “It’s not just you!” please go to step 4.
STEP 4: Check our server uptime status
You can check our server uptime status here.
- If the server which corresponds to your email or website hosting account is down, then that is the reason why your site is not working. It will probably be only a short period of time until it is back up. Check it again in 15 minutes.
- If the server status is OK, and you still cannot access your email or website, please go to step 5.
STEP 5: Send us some information that will help us to sort out your problem quickly
Please send us an email support@xmanonline.com.au here containing the following information:
- Find the IP address of your computer (please go here to find out your IP address).
- From your computer’s desktop, go to Start –> Run and type in ‘cmd‘ (without the inverted commas) then press Enter.
- Type in: tracert domain.com (replacing domain.com with your actual domain name) and press Enter
- Type in nslookup domain.com (replacing domain.com with your domain name) and press Enter
- Take a screenshot of this (press the Prnt Scrn button on your computer – usually to the right of F12).
- Open up a text document (such as Microsoft Word) and paste the screenshot.
- Save the Word document, and send it as an attachment with your IP address to us at support@xmanonline.com.au.
We will then be able to diagnose the issue quickly for you.
