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--- litespeed_wiki:troubleshooting:websites-unreachable [2019/05/22 19:36]
Jackson Zhang
+++ litespeed_wiki:troubleshooting:websites-unreachable [2019/05/22 20:21]
Lisa Clarke
@@ Line 1: / Line 1: @@
-====== "My site is unreachable""LiteSpeed down", can you check? ======
+====== Reporting an Unreachable or "Down" Site ======
-Quite often, we receive tickets nothing more than the title of this wiki. Without sufficient information, nobody can tell what happened. There are a few questions you may need to ask/check yourself and provide such information in the tickets if you can.
+Quite often, we receive tickets that say nothing more than "My site is unreachable" or "LiteSpeed is down, can you check?" This leads to many messages back-and-forth, because without sufficient information, nobody can tell what happened.
-  * "Websites are unreachable" does not mean "LiteSpeed down".  Does LiteSpeed process still running? You can run the following command to check: <code> ps -ef | grep litespeed</code>
-  *  Only one domain unreachable?  or a few domains? or all domains on the server? Provide a few domain examples.
-  * When domains were unreachable, any error was showed up on Browser? such as 503 error? 403 error? 500 error?  Can you provide such errors?
-  * Can you also check the server error_log to match the above error? Please provide related log entries?
-  * Any temporary network issue?
-  * If control panel used, can you switch to apache to see if the error persists?
-  * If it is a wordpress site, some users can visit but some users from some IPs have been denied, it is most likely LiteSpeed wordpress protection feature being hit or LiteSpeed per client throttling settings being hit.  If The connections from a IP was over the ''limit'', that IP will be clocked.
-As far as you provide information as details as you can, it will speed up the troubleshooting process for us to better assist you.
+To expedite the troubleshooting process, please review these tips and include any relevant information in your ticket.
+  * An unreachable website is not the same as LiteSpeed being "down." Is the LiteSpeed process still running? You can run the following command to check: ''ps -ef | grep litespeed''
+  * Is only one domain unreachable? A few domains? All domains on the server? Provide a few domain examples.
+  * Are any errors showing on the browser, such as 503, 403, or 500? Please provide such errors.
+  * Check the server's error_log and find entries that match the above errors. Provide related log entries.
+  * Are you aware of any temporary network issues?
+  * If you use a control panel, can you switch to Apache and see if the error persists?
+  * If it is a WordPress site, and on some of your users are being denied access, it is likely LiteSpeed's WP protection feature, or per-client throttling in effect.
+If you provide as much information and as many details as you can when you create your ticket, it will speed up the troubleshooting process, and we may better assist you. Thank you!