We monitor all of our RediSite customer domains using Uptime.com and we are notified when there is an interruption in the domain. This typically is NOT because of an interruption to our web-hosting platform or services. If our services are experiencing an issue we will update and post an incident to https://status.rediker.com/. If our website platform and your website are perfectly fine, and yet your website is down/inaccessible within your school, it possible there is a localized issue. When you visit your domain and your site will not load it is not typically because of an interruption with our web hosting services. If a site has been live for some time then suddenly the website is no longer accessible, it is most often due to an issue at the Domain Registrar/DNS host, like GoDaddy, Network Solutions, etc. Please be patient as no platform has 100% uptime, and even DNS Hosts and Registrars can experience issues. Issues with your DNS and Domain are out of our control or power to assist with. Some DNS issues can be temporary, transient, minor in nature, and could resolve on their own. Internet Service Provides (ISPs) can also experience issues.
If your live RediSite will not load please email [email protected] and put URGENT in the subject line. It is recommended that you please review the items below before sending a ticket to our support:
- DNS Changes
- If a recent change was made to your DNS it is likely what is causing the issue with accessing your site
- Please refer to this article for the needed DNS Records
- If any of those records are missing or incorrect they need to be added/updated
- You can use a tool like DNSChecker.org or Whatsmydns.net to check the DNS records
- You can also use a tool like Centralops.net to see if there was a recent update to the DNS
- After DNS updates it may take up to 48hrs for those changes to propagate.
- Domain Expired
- If your Domain expired your registrar may "park" your domain in order to get your attention and resolve payment.
- When they do this they will point your domain to a "parked" page
- The issue can only be resolved with the school contact and the DNS Registrar/Host, Rediker is unable to assist in this process.
- This is a common issue and we see this at least 1-2 times a year.
- After DNS updates it may take up to 48hrs for those changes to propagate.
- DNS Registrar/Host Issues
- Sometimes your Domain Registrar/DNS host may be experiencing technical difficulties
- Please check with the status of your DNS host as well.
- You can also use a tool like Centralops.net to see who is listed as your domain's registrar.
- In such cases your website is fine but your DNS host is experiencing trouble routing traffic to it. You would need to allow time for your DNS host to resolve such an issue.
- Invalid/Expired SSL
- Our system automatically issues and renews SSL certificates for all of our hosted websites
- If your browser is stating your site/domain does not have a valid SSL or it is expired, first try clearing your browser cache.
- Try also visiting your domain with another device/browser.
- Occasionally, an SSL automated renewal may get stuck (very rare). Because we monitor your domain we will be notified that it failed and manually renew it (which can take an hour up to 24hrs). Most times we deal with it before you even know it happened.
- Other Issues
- School Network issues or changes:
- Be sure to also check whether your site is accessible on other devices, especially one that is not on a school network
- If a firewall or filter was updated on your network it is possible it is now blocking your website from loading.
- If your site is loading, but looks like it is not loading correctly you may also check to see if your network is block the content from loading.
- Browsers:
- try to open your website in multiple browsers, and also try clearing your browsers cache.
- Your own school network or internet provider could also be having a temporary issue.
- Checking your website from a non-school, non-networked (WiFi off) device is highly recommended.
- School Network issues or changes:
EXAMPLE- Rediker is notified via our monitoring that a domain is experiencing an issue and the website appears to be going down and up. We will first visit the site to ensure it is accessible from our end. We will use a tool like those listed above to check the DNS records and status, to see if any changes were made. IF it is a single site experiencing issues, it is typically isolated to that school's domain. We will email the contact listed for the school to let them know that we see an issue with their Domain or DNS, and that they should check on their DNS and follow up with the DNS Host/Domain Registrar. If we note a conflict in the DNS, we will also let you know. Keep in mind that after an issue with DNS is resolved it can take time for the the correction to propagate and the site to become accessible again. It can take 24-48hrs.
If you are unsure why your website will not load please email [email protected] and put URGENT in the subject line.