If your website is not loading for the public, there are a number of steps you can take to identify the cause. Understanding whether the issue lies with your Aro Account, your Domain Registrar, or your DNS Hosting is the first step toward getting back online.
This guide will walk you through how to verify if your website hosting is still active and how to check the status of your external domain settings.
The first step is to determine if the website "engine" is still running. We do this by bypassing your custom domain and checking the Aro staging link.
Check your Aro Account: Ensure your account status is Active within the Accounts section.
Test the Staging Link: Use the format [dbname.sites.arosoftware.com] (replacing dbname with your specific database name).
If this link loads: Your website hosting is active and the issue is likely with your domain or DNS.
If this link does not load: Attempt to log into your account or contact support immediately.
If your staging link works but your main website (e.g., .com.au) does not, follow these steps to check your external providers:
Identify the Registrar: Find out who you pay for the domain name (e.g., Melbourne IT).
Identify the DNS Host: Find out where your DNS records live (e.g., VentraIP).
Most "Website Down" issues where the staging link still works are caused by one of the following:
Domain Expiration: The annual registration fee for the domain was not paid.
DNS Failures: The DNS host is experiencing technical issues.
Account Suspensions: The domain registrar or DNS host has suspended the service due to an unpaid bill or outdated contact information.
Note: If the staging link loads, the issue is external to Aro Software. We recommend contacting the company you pay for your domain name to confirm your services are still active.