Contact Us and Troubleshooting Guide
Something gone wrong with your website, domain, billing, or account? Use the contact form below and tell us what you are seeing.
Give us your domain name, the exact error message if there is one, and anything you have already tried. A screenshot can be helpful too. You do not have to know what the problem is called. Just explain what happened in your own words.
Optional fields can be left blank. The other fields are required.
For technical problems, you can also email us at support@propersupport.com.
Troubleshooting Guide
Not every website problem needs a complicated fix. Quite a few are caused by one setting, one plugin, a cache, or something else that is easy to overlook.
Have a look through the list before contacting support. You may find the answer here.
Website is offline
Start with the server status page in the sidebar. If there is a server problem, it should be listed there.
Nothing is showing? Check the domain next. Make sure it has not expired and that the DNS records are pointing to the correct account.
Slow website loading
There is no single reason why a website becomes slow. Large images are one possibility. Old plugins, inefficient code, or a plan that is being pushed harder than it can comfortably handle are others.
Take a look at the obvious things first. Reduce large images, update WordPress and your plugins, turn on caching, and consider a Content Delivery Network (CDN).
You may find that you do not need to change very much.
500 Internal Server Error
A 500 error is one of those messages that gives you very little to go on. Something failed on the server, but the message itself does not say what.
A damaged .htaccess file, PHP settings, or a plugin that is not compatible are all worth checking.
If you are comfortable working with files, rename the .htaccess file temporarily. Disabling plugins can also help. The server error logs are especially useful because they may show the actual reason for the failure.
403 Forbidden error
A 403 means access has been blocked. The server is there, and the file may even exist, but you are not being allowed to reach it.
File permissions, folder permissions, security rules, and the .htaccess file are good places to look.
Normally, folders should be 755 and files should be 644.
404 Page Not Found
A 404 means the requested page or file cannot be found.
Check that the page or file still exists. With WordPress, there is also a very simple thing worth trying: open the permalink settings and save them again.
If you recently changed DNS, the missing page may be temporary while those changes are still spreading.
WordPress memory exhausted
When WordPress runs out of memory, it usually means the site needs more PHP memory than it is currently allowed to use.
Increasing the PHP memory limit may take care of it. Have a look at your plugins too. A collection of plugins you no longer use can consume resources for no good reason.
Unable to log in to WordPress
Locked out of WordPress? Try the easy checks before assuming the worst.
Clear your browser cookies and try again. If the password may be the problem, reset it.
If the trouble started after a plugin was installed or updated, that plugin is worth investigating as well.
White screen of death
A blank white screen can look frightening because WordPress gives you almost nothing to work with.
In many cases, a plugin, theme, or PHP memory limit is behind it.
Think back to what changed before the screen went blank. Disable a recently changed plugin or switch temporarily to a standard WordPress theme. That can quickly tell you whether the problem is coming from one of those areas.
Automatic update failed
Updates do sometimes fail. WordPress, a theme, or a plugin may only get partway through the process.
The result can be a site that is partly updated or no longer working.
Check for temporary maintenance files and then try the update again. A failed update does not necessarily mean you have a major problem.
Stuck in maintenance mode
If the maintenance message is still there long after an update finished, WordPress may not have managed to clean up after itself.
The hidden .maintenance file is normally responsible. Removing it from your account will usually bring the website back.
Plugin conflicts
Sometimes two perfectly useful plugins simply do not work well together.
When the site starts acting strangely, think about what changed most recently. A new plugin or a plugin update is a good suspect.
Temporarily turn off the most recent one. If the site goes back to normal, you have probably found the culprit.
Theme compatibility problems
A WordPress theme can have the same kind of compatibility problem.
If the layout suddenly changes, parts of the site disappear, or a feature stops working after an update, switch to a standard WordPress theme for a moment.
If the problem disappears, the theme is the obvious place to investigate.
Error establishing a database connection
WordPress needs its database for just about everything. When it cannot connect to it, you will see this message.
Wrong database credentials, damaged tables, and temporary database problems are among the things that can cause it.
Before trying repairs, check the database information in wp-config.php.
Login redirect loop
You enter the correct WordPress login details, but instead of getting into the dashboard you end up back at the login screen.
That often points to cookies, caching, or incorrect website URL settings.
Clear the browser cookies and check the site's URL settings before doing anything more complicated.
Scheduled posts not publishing
Scheduled posts normally publish without you doing anything else.
When they do not, the WordPress cron system may not be running properly.
A server cron job can be used instead and may give you more reliable results.
Images will not upload
If an image refuses to upload, check the amount of disk space you have available.
Also look at the folder permissions and PHP upload limits. One of those settings may simply be too restrictive.
Missing images in the Media Library
This one sometimes appears after a website move or a backup restore.
The image files may still be sitting on the server. WordPress just may not have the information it needs to show them in the Media Library.
Regenerating thumbnails or rebuilding the media database can often put things right.
Too many redirects
If your browser keeps jumping from one address to another without ever loading the page, you have probably got a redirect loop.
Changing the website address, enabling SSL, or installing a redirect plugin can cause one.
Check the site's URL settings and the redirect rules. There is usually one setting somewhere that is sending the browser in circles.
Mixed content warnings
An SSL certificate can be installed correctly and you can still get security warnings.
The usual reason is that the page is using HTTPS, but something on it is still being loaded over HTTP. An image, script, or style sheet can be enough.
Find those insecure resources and change them to HTTPS.
Security problems caused by outdated plugins
Old plugins are worth taking seriously. Once a security weakness is known, an outdated plugin can become an easy target.
Keep WordPress, your theme, and your plugins updated. And when you no longer need a plugin, remove it rather than leaving it installed.
Large amounts of spam comments
Spam comments can pile up quickly, especially if a website has been online for a long time.
Comment moderation and anti-spam software can take care of much of it.
If comments are not useful on certain pages, turning them off completely is another option.
Backup cannot be restored
A backup is only reassuring if it can actually be used.
Every so often, test one. A staging website is a good place to do it because you can confirm that the files and database can both be restored without touching the live site.
Maximum execution time exceeded
This error means a script took too long to finish.
Large imports, backups, and updates are common situations where it can appear.
Increasing the PHP execution time may solve it. Splitting a large job into smaller pieces can also help.
Critical error on the website
WordPress may sometimes replace your normal website with a message saying that it has experienced a critical error.
Despite the wording, the cause can be quite specific. A plugin, theme, or PHP compatibility problem is often involved.
If WordPress sent you a recovery email, check it. It may identify exactly what caused the problem.
Website changes are not visible
Changed something on the site and still seeing the old version?
Before changing anything again, clear your browser cache.
Caching plugins and CDN services can also keep an older version around. Clear those caches too if you use them.
Broken permalinks
If the homepage works but the rest of the site suddenly returns 404 errors, the permalink rules may have been lost or changed.
WordPress has a very simple fix for this in many cases. Open the permalink settings and save them again. You do not normally need to change the actual structure.
Plugin update causes website errors
Sometimes an update introduces a compatibility problem that was not there before.
If the website broke right after a plugin was updated, pay attention to that timing.
Going back to the previous version is often the quickest way to get things working again while you wait for a proper fix from the developer.
Website hacked or infected
If you think your website has been hacked, do not leave the problem sitting there.
Change all passwords and update WordPress, your theme, and your plugins. Remove malicious files and restore a recent clean backup if one is available.
Speed matters here. The longer a compromised site is left alone, the more problems it can cause.
SSL certificate warnings
If visitors see a "Not Secure" warning, check the SSL certificate first.
Make sure it is installed correctly, has not expired, and covers the domain the visitor is using.
If the certificate itself is fine, look for mixed content. A secure page can still load something over HTTP and trigger a warning.
Emails going to spam
If your emails keep ending up in spam folders, your domain's email authentication may be the reason.
Check SPF, DKIM, and DMARC. These records help other mail servers confirm that the messages really came from your domain.
They are not the only factor affecting deliverability, but they are important ones.
Unable to receive email
If incoming mail has stopped, check whether the mailbox is full.
Then look at the MX records and the server settings in your email program. A wrong setting in either place can stop messages from arriving.
DNS changes not working
DNS changes need time. That is normal.
Many changes appear within a few hours, but it can sometimes take up to 48 hours before the new information has reached DNS servers around the world.
So if you made a change recently, waiting a little while may be all that is needed.
Domain name not resolving
If the domain has stopped working, check its registration status first.
After that, look at the nameservers and DNS records. One incorrect setting there is enough to stop the domain from resolving.
Disk space exceeded
Running out of storage is often caused by things that have accumulated over time.
Old backups are a good place to start. Then look at log files, unused plugins, and large media files.
You may be able to free up quite a bit without deleting anything important.
If the website has simply grown beyond the space included in the current plan, then upgrading may be the better choice.
Inode limit reached
This one catches people out because an inode limit is not the same as a storage limit.
You can still have plenty of disk space left and hit the inode limit because the account contains too many individual files.
Old cache files, temporary backups, unused themes and plugins, and old email can all contribute. Cleaning out unnecessary files is usually the place to start.
Database connection error
The "Error establishing a database connection" message means WordPress cannot communicate with its database.
Wrong database credentials, a damaged database, or a temporary database problem are all possible causes.
Check the database settings in your configuration file before attempting any repairs.
High CPU usage
High CPU usage can come from a number of places.
A demanding plugin may be responsible. Automated bots can also consume resources, as can a sudden increase in visitors.
Caching, optimization, and bot protection are worth looking at. If the website has grown beyond what the current plan can comfortably handle, VPS hosting may be the next step.
Website migration problems
A website move can sometimes uncover problems that were not obvious before the migration.
Broken links and missing images are easy to notice. Database settings, file permissions, and DNS records are less obvious, but they are worth checking too.
Go through the settings one at a time. That makes it much easier to see what fixed the problem.
Browser shows an old version of the website
Made a change and the website still looks exactly the same?
Your browser may simply be showing you a cached copy.
Clear the browser cache and check any caching plugins. If the site uses a CDN, that cache may need clearing as well.
Still need assistance?
Can't find your problem in the list? Just contact us.
Tell us what you were trying to do, what happened instead, and anything you have already tried. Include the domain name, the exact error message, and screenshots where they help.
You do not need to work out the technical cause first. That is what we are here for.
The more useful information you give us at the beginning, the easier it is to investigate the problem without having to spend several emails figuring out the basics.