Emergency & Off-Hours Website Troubleshooting
During holidays and non-business hours, our support availability is limited. While we strive to uphold the highest level of service for your website, responses to issues during these times may experience delays. For critical matters requiring urgent attention, please follow the troubleshooting options below:
Troubleshooting Steps When Your Site is Down
Step 1: Clear Your cache
Follow the provided instructions to clear your browser cache.
Step 2: Site Availability Spot Check
Use the Uptrends Uptime Tool to test your site from various global locations and identify potential local outages.
Step 3: DNS Settings Check
Verify your domain’s DNS settings using this DNS checker tool. If the records below do not exist, please work with your IT team to re-add these records to the domain.
| A | @ | 141.193.213.10 |
| A | @ | 141.193.213.11 |
| CNAME | www | wp.wpenginepowered.com |
Additional WP Engine Troubleshooting Options
These instructions below are only for websites hosted within a WP Engine account. If your website is not hosted with WP Engine, reach out to your hosting provider for support.
WP Engine Server Status
Check the WP Engine Server Status page to determine if the server hosting your site is experiencing any issues.
Contact WP Engine Support
- Log into your WP Engine user portal and initiate a support chat.
- For Windmill’s WP Engine account, email your direct contact at Windmill to request user access to your website via the WP Engine user portal and initiate a support chat.
Restore a Backup of your Website on WP Engine
- Log into your WP Engine user portal and use these instructions to restore a backup.
- For Windmill’s WP Engine account, email your direct contact at Windmill to request user access to your website via the WP Engine user portal and use these instructions to restore a backup.
What Comes Next?
- Keep your account manager informed of any site issues during non-business hours.
- If a backup restore resolves the issue, inform your account manager. The Windmill team will provide support during the next business day for further diagnosis and resolution.