How can I report an outage?

Do you suspect an outage? Please work through the steps below. With our website check you'll find out in seconds whether there's an actual outage — and whether it's something you can resolve yourself or you need to contact us.

If the website is only unreachable from one location or IP address, but it works via mobile internet or another network, check for a local network or IP-blocking issue first. Note the public IP address and include it when requesting assistance. Multiple failed DirectAdmin login attempts can cause an IP address to be blocked by the server firewall; an operator can remove that block. A 403 that occurs only from one IP can also be caused by a firewall or WAF rule.

For a 403 after uploading files, verify that all website files are in the public_html folder. If the problem occurs in only one browser or device, fully close and reopen the browser, try a clean browser session or another browser, and check that you are using the same URL (including www and http/https).

A 503 error from LiteSpeed can be caused by PHP errors in the website. Check the website's error logging, cache configuration and, for WordPress, WP_DEBUG. If the logs only show LiteSpeed processes being stopped, they do not necessarily contain the underlying error; use the WordPress troubleshooting steps to investigate further.

This article applies to all websites, email and services hosted at xYnta. The website check is free to use and requires no account.

What is an outage — and what isn't?

This article applies to all websites, email and services hosted at xYnta. The website check is free to use and requires no account.

What is an outage — and what isn't?
Step 1 — Start the website check
Step 2 — Determine your next step
Get in touch in case of an outage

What is an outage — and what isn't?

An outage is a problem on our infrastructure that makes your website, email or server unreachable or unstable — and that you cannot resolve yourself. Think of a server that isn't responding, a network issue or a platform service going down. Outages are for us to resolve; you only need to contact us if we're not yet aware of the issue.

Not an outage — and therefore something you resolve yourself — includes for example:

A full hosting plan — clean up or upgrade via your control panel.
Website issues — such as an error, a blank page or a failed update of your CMS, theme or plugin.
Email settings — such as an incorrect password, wrong server settings in your mail client or DNS records (MX, SPF, DKIM) that aren't set correctly.
A blocked IP address — for example after too many failed login attempts. You can unblock yourself via the block page.
A question about your service, invoice or settings — we're happy to help you via chat or email.

Our outage line is available 24/7, but only for actual outages. For regular questions and issues you can resolve yourself, please use our contact page — we're happy to help you there during our regular support hours.

Step 1 — Start the website check

Go to xynta.com/en/support/website-check, enter your domain name and start the check.

Choose the scan that fits your situation:

Quick scan — quick overview with core checks. Useful if you want to know whether your website or email is reachable.
Extensive scan — additional checks for a more complete technical picture. Useful if you want to know exactly where a problem lies.

Download the report once it's complete. If you need to contact us, you can include the report — that helps us assist you more quickly and accurately.

Step 2 — Determine your next step

The report shows a health score and findings with three priorities: Critical, Attention and Good. Each finding indicates who handles it: you, xYnta or together. That determines what you do next.

Situation A — There is an outage on our side

This applies if:

The Known outages and maintenance finding shows Attention or Critical, or
The Server status finding shows Attention or Critical, or
Another finding shows Critical with "Handled by" = xYnta (for example availability, DNS resolution or web ports).

What do you do?

First check our status page. Is an outage or scheduled maintenance already listed? Then we're on it — follow the updates and do not contact us. During an outage we post an update at least every 30 minutes. If the outage or maintenance affects one of your services, you'll automatically receive an email notification about it.
Is nothing listed on the status page? Then we may not yet be aware of the issue. Contact us immediately via the outage line and include the report.

Situation B — No outage, you resolve it yourself

This applies if:

All findings are marked Good, or
All findings marked Attention or Critical have "Handled by" = you (for example your CMS, DNS settings or email setup).

What do you do? Follow the recommended action listed with each finding in the report. Use the quick links to your control panel, webmail or email settings to get started right away. Can't figure it out? Get in touch via chat or email — not the outage line — and we're happy to help you further.

Are all findings marked Good but you're still experiencing a problem? Then the cause likely lies with your internet connection or local device. Check whether you can access other websites, and try again from a different network or device if possible.

Get in touch in case of an outage

Have you determined through the steps above that there's an outage on our side, and there's nothing listed on our status page? Please contact us:

By phone (outages only): +31 85 4007777 — available 24 hours a day, 7 days a week.
For all other questions: via our contact page.

When reporting an issue, please include:

Your domain name or server name.
A brief description of the problem — what isn't working and since when?
Preferably the downloaded report from the website check.
If relevant: your IP address, which you can look up at xynta.com/ip.

If you call the outage line without having worked through the steps above and it turns out there's no outage — for example because it's a website problem, a full disk or an email setting — we may charge a fee to prevent misuse of our support.

Updated on: 23/07/2026

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