Find Common Internet Connection Problems | Hostvento Knowledge Base

Why does it matter?

When your website seems down, the cause is often not the website. Your own internet, router or computer may be at fault. These checks help you tell the difference before you contact support.

A router is the box that connects your home to the internet.

Steps

Test other websites. Open a few well-known sites. If none load, your internet is the problem. If only yours fails, the issue may be with the site.
Try another device. Use a phone on mobile data. If your site works there, the fault is in your home network.
Check the cables and lights. Make sure cables are plugged in. Look at the lights on your router. A red or off light usually means a problem.
Restart the router. Unplug it for 30 seconds, then plug it back in. Wait two minutes.
Test with ping. Ping sends a tiny message to a computer and waits for a reply. It shows if you can reach it. Open Command Prompt on Windows or Terminal on Mac or Linux and run:
```
ping 8.8.8.8
```
This tests your link to a public server. Replies mean your internet works. "Request timed out" means it does not.
Test DNS. DNS turns a website name into a number. Run:
```
ping example.com
```
If the number test worked but this fails, you have a DNS problem. Try changing your DNS server in your network settings.
Trace the path. This shows each stop between you and the website. On Windows run:
```
tracert example.com
```
On Mac or Linux run traceroute example.com. Note where the replies stop.
Turn off VPN and proxy. These can block some sites.
Check your firewall or antivirus. Turn it off for a moment to see if it blocks the site. Turn it back on right after.

Contacting support

If only your Hostvento site fails from every network, open a support ticket. Add your ping and traceroute results. It helps the team a lot.

Tip: Use the word you see in the error, such as "timed out" or "DNS_PROBE_FINISHED_NXDOMAIN". It points to the cause.

Quick recap

Test other sites and other devices first.
Restart your router.
Use ping and traceroute to find where the link fails.
Check DNS, VPN and firewall.
Send results to support if only your site fails.