How to Fix a "Website Not Loading" Issue for a Client in WHM

How to Fix a "Website Not Loading" Issue for a Client in WHM?

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When a client reports their website is not loading, you need to quickly diagnose the cause. Here is a systematic troubleshooting approach using WHM tools.

Step 1: Check if the Account is Suspended

1. Go to WHM → Account Information → List Accounts.
2. Check the Suspended column for the client's account.
3. If suspended: Unsuspend via Manage Account Suspension.

Step 2: Check if the Domain's DNS is Correct

1. Go to WHM → DNS Functions → Track DNS.
2. Enter the client's domain and click Look Up.
3. Verify the domain resolves to your server's IP address.
4. If not: Ask the client to update their domain nameservers. Wait for propagation.

Step 3: Check the Account's Disk Quota

1. Go to WHM → Account Information → List Accounts.
2. Check the Disk Used column for the account.
3. If disk is at 100%: Temporarily increase the quota via Modify Account.

Step 4: Check the Error Log

1. Login to the client's cPanel via WHM.
2. Go to Metrics → Errors.
3. Look for PHP Fatal errors, 500 errors, or permission errors in the log.
4. Address the specific error shown.

Step 5: Check SSL Certificate

1. Go to WHM → SSL/TLS → Manage AutoSSL.
2. Run AutoSSL for the specific account.
3. A missing or expired SSL can cause "Not Secure" warnings or redirect loops.

Step 6: Check .htaccess

Login to the client's cPanel → File Manager → public_html. Rename .htaccess to .htaccess.bak temporarily. If the site loads, the .htaccess file has an error.

Still not resolved? Open a support ticket at skphost.net/submitticket with the domain name, the errors you found, and the steps you already tried. SKPHost Support will investigate server-level causes.

If you continue to face issues, please open a create a request.