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A website is inaccessible (no error message)

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A website on a Cloud Web Hosting instance can become inaccessible after a period of operation. This problem can be caused by host-related issues, such as insufficient space or a domain name without an ICP filing, or by website-related issues, such as excessive traffic or program errors. This topic describes the common causes of and solutions for a website that is inaccessible and does not display an error message.

Problem description

A website installed on a Cloud Web Hosting instance becomes inaccessible after a period of operation. No error message is displayed.

Note

If your Cloud Web Hosting website is inaccessible but displays a specific error message, see A website is inaccessible (with an error message).

Causes and solutions

  • If your Cloud Web Hosting website is inaccessible, first use the site check feature to check the host status, domain status, ICP filing status, and environment configuration for any issues. For more information, see Site Check.

  • If your website is still inaccessible and the site check feature does not identify the cause, use the following table to troubleshoot common issues when no error message is displayed.

    Cause

    Solution

    The host is not attached to a primary domain name.

    After you purchase a Cloud Web Hosting instance, you must attach a resolved primary domain name to it to ensure your website is accessible. For more information, see:

    Domain name resolution failed.

    Use the Domain Name Detection tool to check the resolution status of your domain name. If you find an issue, reconfigure the domain name resolution. For more information, see Configure domain name resolution.

    The domain name does not have an ICP filing.

    According to Chinese law, all websites that provide non-commercial Internet Information Services within mainland China must complete an ICP filing. A website will be inaccessible if it does not have an ICP filing.

    For more information about the ICP filing process, see ICP filing process.

    The host has insufficient or full web space.

    The usage of files and folders on the website has reached its limit.

    You can restore normal website operation by setting up an alert for the number of files and folders (for Exclusive Cloud Web Hosting instances only) and deleting expired files and folders. For more information, see Website is inaccessible because the file and folder usage limit is reached.

    Important

    When the number of files and folders on a Cloud Web Hosting instance reaches the usage limit, some website features may be affected, which can cause the website to become inaccessible.

    The product has expired.

    If your domain name or host expires, your website will become inaccessible.

    You can renew the products as needed. For more information, see Renew a Cloud Web Hosting instance.

    The website has high traffic.

    Your host may be suspended if your website has the following issues:

    • The website program is poorly designed and excessively consumes host resources.

    • The website has security vulnerabilities and is subject to malicious attacks.

    • The website contains illegal content.

    Check your website program and content. After you confirm that these issues are resolved, you can restart your site. For more information, see Handle issues caused by high resource consumption of a website (customer program failure).

    Website files are not found.

    If the website program is in the wrong location or if a default index page is missing, the website will be inaccessible.

    You must use an FTP tool to upload the website program to the Cloud Web Hosting instance and correctly set the default index page to make your website accessible. For more information, see:

    1. Use FileZilla to manage website program files

    2. Set the default index page for a website

    The website has a virus.

    If a virus warning appears when you access a web page, it is usually because the web page program contains malicious code, or a vulnerability has allowed a virus to infect the site, which makes the website inaccessible.

    Alibaba Cloud servers have professional virus protection and will not be infected. However, the server cannot scan for or remove malicious code embedded in your site's program. For data integrity and security, contact your program developer. Download the web pages to your local machine to scan for viruses. Then, delete all web pages from the host and upload the clean versions. For more information, see Common network attack types and troubleshooting suggestions.

    Images on a web page may not display correctly or at all due to the following issues:

    • Cause 1: The case of the image file name in the upload folder does not match the case of the file name referenced in the web page.

    • Cause 2: An absolute path is used to reference the image file. For example, a local file path such as file:///c:/images/abc.gif will not work when the page is accessed from the server, and the image will not display. 

    • For Cause 1, ensure that the file name in the image folder exactly matches the file name referenced in the web page, including case.

      Note

      If images still do not display after you upload a locally tested website program to a Cloud Web Hosting instance, you can also check whether the image file exists or is corrupted.

    • For Cause 2, use a relative path, such as ../images/abc.gif.

    The website is inaccessible due to an issue with the CGI program itself.

    1. Write a CGI test program. The following is an example:

      #!/usr/bin/perl
print "Content-type:text/html\n\n";
print "CGI test successful.";
exit;

    2. Place the CGI test program in the corresponding CGI-BIN folder, set the folder and file permissions to 755, and then test access to the website.

      • If the website is accessible, the Cloud Web Hosting instance is functioning correctly. In this case, ask your website developer to check the CGI program.

      • If the website is still inaccessible, submit a ticket for assistance.

    A network issue causes intermittent website inaccessibility.

    Use the log download feature to download the log files for the periods when the website was inaccessible. Analyze the logs to find the specific cause. For more information, see Download or delete website logs.

    Note

    If the logs show other normal requests during the inaccessible periods, check the network connectivity from your on-premises network to the site.

    The program has different redirection rules for different user agents, causing the website to be accessible from a computer but not from a mobile phone.

    The domain name is accessible from a computer browser but not from a mobile phone.

    Note

    For example, accessing www.example.com from a computer works, but accessing www.example.com from a mobile phone automatically redirects to http://www.example.com/admin/index.htm?type=iphone. However, accessing www.example.com/main.asp from a mobile phone works.

    Ask your website developer to locate the issue in the website program and modify the redirection rules for different user agents.