The commonest urgent ticket.
WHAT TO ESTABLISH FIRST
What the customer actually sees.
WHY
Down covers an error page, a blank page, slowness, a certificate warning, or a wrong site entirely.
WHAT EACH SUGGESTS
- An error page: the application or server
- A blank page: the application, usually
- A certificate warning: expiry or misconfiguration
- A wrong site: the domain pointing elsewhere
- Slowness: resources or the application
WHAT TO CHECK IN ORDER
Does the domain resolve, and to your server Does the server respond Is the account active What does the error log say Were resources exceeded
WHY DOMAIN RESOLUTION FIRST
A domain pointing elsewhere produces every symptom above while nothing is wrong with your server.
WHAT TO CHECK ABOUT RESOURCES
Memory, processes and any account limits.
WHAT COMMONLY EXPLAINS SUDDEN FAILURE
A change the customer made An update applied A certificate expiring A traffic spike Disk full
WHAT TO ASK
What changed, and when it last worked.
WHAT TO DO IF YOU CANNOT REPRODUCE IT
Ask for their location and connection, and test from there if possible.
WHY
Routing and local resolution problems are real and common.
WHAT TO COMMUNICATE
What you found, plainly, and what you did.
