Troubleshooting

Here are the most common problems and what to check first. If these steps do not solve it, open a ticket.

500 Internal Server Error#

A 500 error means something on the server side stopped your page from running. Common causes:

• a mistake in the .htaccess file;
• a faulty plugin, theme or code change;
• wrong file permissions (folders are usually 755 and files 644);
• a PHP setting or version that your site does not support.

What to try: undo your last change, rename .htaccess to turn it off for a moment, and check the Errors page in cPanel (or the error_log file in your site folder) for a clear message.

The site does not load after changing DNS#

DNS changes take time to spread, from a few minutes to a day or two. While waiting:

1. Check that you used the correct nameservers or IP address, as provided by CHVEX. See Point your domain to CHVEX hosting.
2. Make sure the domain is added in cPanel.
3. Try another device, another network, or a private browser window, since your own computer may keep the old answer for a while.

Email is not delivering#

• Not receiving: check that your domain still points to this hosting, and that the mailbox is not full.
• Not sending: check the SMTP settings and that you use the full email address as the username. See Create email accounts and set up email clients.
• Going to spam: ask recipients to mark your mail as not spam. Check that your domain has correct SPF and DKIM records, which cPanel can help you set up under Email Deliverability.

Disk quota reached#

When your plan's storage is full, uploads fail and email may bounce. To free up space:

1. Open Disk Usage in cPanel to see which folders are largest.
2. Delete old backups, log files, and unused sites or themes.
3. Clean out large mailboxes and the spam and trash folders.

If you really need more room, think about a larger plan, see Choosing a plan.

Still not working?#

Open a ticket with the details listed in Contact support.