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feat(wbh): add troubleshooting (#4356)
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‎menu/navigation.json‎

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],
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"label": "Additional Content",
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"slug": "reference-content"
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},
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{
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"items": [
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{
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"label": "Troubleshooting cPanel or Plesk access issues",
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"slug": "troubleshooting-access-issues-cpanel-plesk"
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},
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{
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"label": "Troubleshooting mail or website access issues",
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"slug": "cant-access-website-mail"
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},
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{
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"label": "Troubleshooting DNS issues",
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"slug": "troubleshooting-dns-issues"
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},
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{
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"label": "Troubleshooting mail delivery issues",
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"slug": "troubleshooting-email"
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},
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{
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"label": "Troubleshooting FTP access issues",
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"slug": "cant-connect-ftp"
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}
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],
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"label": "Troubleshooting",
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"slug": "troubleshooting"
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}
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],
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"label": "Web Hosting",

‎pages/webhosting/troubleshooting/cant-access-website-mail.mdx‎

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---
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meta:
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title: Troubleshooting email or website access issues
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description: This page suggests solutions if you cannot access your emails or website.
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content:
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h1: Troubleshooting email or website access issues
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paragraph: This page suggests solutions if you cannot access your emails or website.
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tags: web-hosting troubleshooting
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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categories:
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- webhosting
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---
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## Problem
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You are unable to access your emails or website.
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### Symptoms
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- The website does not load or shows an error.
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- Your domain does not resolve correctly.
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- You encounter connection timeouts or security warnings.
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## Possible causes
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- DNS records are not set up correctly.
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- Your hosting service is experiencing downtime.
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- Your IP address may be blocked by a firewall.
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## Solution
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#### Check if DNS records are set up correctly or need time to propagate
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- Verify your domain's DNS records in [Scaleway’s DNS management interface](/webhosting/how-to/configure-dns-webhosting/).
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- Use a DNS checker (e.g., [whatsmydns.net - DNS Propagation Checker](https://www.whatsmydns.net/)) to ensure your domain resolves correctly.
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- If you have recently updated DNS settings, allow **up to 48 hours** for full propagation.
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#### Check if firewall or security restrictions may prevent access
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- Try accessing your website from a different network or mobile data.
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- Ensure your site’s `.htaccess` or firewall rules do not unintentionally block access.
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#### Check your email configuration for potential issues
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- Verify your [email settings](/webhosting/how-to/manage-email-accounts/) in your Web Hosting panel (SMTP, IMAP, and POP3 configurations).
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- Verify your [DNS settings](/webhosting/how-to/configure-dns-webhosting/) and ensure your domain has the correct **MX**, **SPF**, and **DKIM** records set up.
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- Check if your email client or ISP is blocking outgoing SMTP connections (use **port 587 or 465** instead of port 25).
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#### Check if your SSL certificate may have expired or is not installed correctly
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- Check your SSL certificate status via an SSL checker tool (e.g., [SSL Labs](https://www.ssllabs.com/ssltest/)).
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- Renew or reinstall your SSL certificate in your hosting panel.
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- Ensure your domain is correctly configured for HTTPS in your website settings.
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#### Check if your hosting server may be undergoing maintenance or experiencing downtime
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- Check Scaleway’s [status page](https://status.scaleway.com/) for any ongoing incidents.
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### Additional troubleshooting steps
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- Clear your browser cache and DNS cache (`ipconfig /flushdns` on Windows or `sudo dscacheutil -flushcache` on macOS).
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- Test website access using an online proxy or VPN to rule out local ISP issues.
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- Check the complete documentation of [cPanel](https://docs.cpanel.net/cpanel/) or [Plesk](https://docs.plesk.com/en-US/obsidian/) for further information.
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‎pages/webhosting/troubleshooting/cant-connect-ftp.mdx‎

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---
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meta:
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title: Troubleshooting FTP access issues
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description: This page suggests solutions if you cannot access your FTP account.
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content:
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h1: Troubleshooting FTP access issues
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paragraph: This page suggests solutions if you cannot access your FTP account.
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tags: web-hosting troubleshooting
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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categories:
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- webhosting
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---
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## Problem
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I can't connect to my FTP account.
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### Symptoms
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- FTP login fails with an authentication error.
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- Your FTP client cannot establish a connection.
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- File uploads or downloads are interrupted frequently.
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## Possible causes
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- Incorrect FTP credentials.
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- Passive mode is required but not enabled.
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- Your firewall or ISP is blocking FTP ports.
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## Solution
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#### Check your FTP credentials
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- Double-check your FTP username, password, and hostname on the hosting panel.
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- Ensure you are using the correct protocol (FTP, SFTP) as required by your hosting provider.
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- If you recently [changed your password](/webhosting/how-to/manage-ftp-accounts/#how-to-update-the-password-of-an-ftp-account), update it in your FTP client.
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#### Enable passive mode
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- Some networks require **passive mode** for FTP connections.
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- In your FTP client settings, look for a **Connection Mode** option and select **Passive Mode** instead of **Active Mode**.
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#### Check firewall and network settings
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- Ensure port **21** (FTP) is open in your firewall settings.
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- Some ISPs block FTP connections; try switching to **SFTP** (port 22) if available.
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#### Test with an alternative FTP client
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- If the issue persists, try using another FTP client (e.g., [FileZilla](https://filezilla-project.org/), [WinSCP](https://winscp.net/eng/index.php), or [Cyberduck](https://cyberduck.io/)) to rule out client-specific problems.
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#### Restart your router and check ISP restrictions
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- Restart your router to refresh network settings.
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- Contact your ISP to confirm if FTP connections are restricted or blocked.
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‎pages/webhosting/troubleshooting/index.mdx‎

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---
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meta:
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title: Web Hosting - Troubleshooting
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description: Troubleshoot common issues with Scaleway Web Hosting.
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content:
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h1: Web Hosting - Troubleshooting
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paragraph: Troubleshoot common issues with Scaleway Web Hosting.
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---

‎pages/webhosting/troubleshooting/troubleshooting-access-issues-cpanel-plesk.mdx‎

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---
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meta:
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title: Troubleshooting cPanel or Plesk access issues
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description: This page suggests solutions if you cannot access cPanel or Plesk.
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content:
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h1: Troubleshooting cPanel or Plesk access issues
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paragraph: This page suggests solutions if you cannot access cPanel or Plesk.
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tags: web-hosting troubleshooting
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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categories:
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- web-hosting
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---
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## Problem
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You are unable to log in to cPanel or Plesk (depending on your Web Hosting plan).
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### Symptoms
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- Login attempts fail with incorrect credentials.
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- The login page does not load or times out.
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- An error message like "Invalid login" or "Too many failed attempts" appears.
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## Possible causes
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- Incorrect username or password.
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- Your IP address is temporarily blocked due to multiple failed login attempts.
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- The cPanel or Plesk service is undergoing maintenance.
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- Your hosting plan has expired or is suspended.
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- A firewall or security setting is restricting access.
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### Solution
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- Check the [service status page](https://status.scaleway.com/) for any ongoing maintenance or outages.
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- Reset your password using the password reset feature of your Web Hosting plan in the [Scaleway console](https://console.scaleway.com/webhosting/webhosting).
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- Try accessing cPanel/Plesk from a different network (e.g., using mobile data).
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- Disable any VPNs, proxies, or security software that might be blocking the connection.
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- Ensure your network allows access to ports used by cPanel (`2083`) and Plesk (`8443`).

‎pages/webhosting/troubleshooting/troubleshooting-dns-issues.mdx‎

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---
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meta:
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title: Troubleshooting DNS issues
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description: Solutions for common DNS-related issues in Scaleway Web Hosting.
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content:
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h1: Troubleshooting DNS issues
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paragraph: This guide provides solutions for common DNS issues encountered with Scaleway's Web Hosting product.
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tags: web-hosting troubleshooting DNS
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categories:
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- webhosting
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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---
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## Problem
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You are experiencing DNS-related errors with your Scaleway Web Hosting service.
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### Symptoms
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- Your domain does not resolve to the correct IP address.
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- You receive DNS resolution failures (e.g., `DNS_PROBE_FINISHED_NXDOMAIN`).
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- DNS changes take longer than expected to propagate.
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- Website remains inaccessible even after updating DNS records.
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## Possible causes
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- Incorrect DNS settings configured in Scaleway Web Hosting.
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- Delayed DNS propagation due to TTL values.
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- Domain registrar nameservers not correctly set.
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- Caching issues affecting DNS resolution.
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## Solution
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#### Verify your DNS configuration
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- Ensure your domain points to the correct Scaleway Web Hosting IP.
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- Use Scaleway’s recommended nameservers and DNS settings.
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- Double-check that your A, CNAME, and MX records are properly set.
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- Refer to [Scaleway's DNS Configuration Guide](/webhosting/how-to/configure-dns-webhosting/) for details.
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#### Check for conflicting DNS settings
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- Ensure no conflicting records exist (e.g., multiple A or CNAME records pointing to different servers).
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- Remove outdated or incorrect entries.
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#### Allow time for DNS propagation
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- DNS changes can take up to 48 hours to propagate globally.
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- Check propagation status using tools like [DNSChecker](https://dnschecker.org/).
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#### Clear DNS cache
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- On your local machine, flush the DNS cache:
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- Windows: Run `ipconfig /flushdns` in Command Prompt.
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- macOS: Run `sudo dscacheutil -flushcache` and `sudo killall -HUP mDNSResponder` in Terminal.
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- Linux: Restart the DNS service or use `sudo systemd-resolve --flush-caches`.
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- Restart your browser or try using a different network.
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#### Test local DNS resolution
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Use the `nslookup` or `dig` command to check domain resolution.
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- Example:
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```sh
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nslookup yourdomain.com
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dig yourdomain.com +short
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```
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If incorrect records appear, wait for propagation or reconfigure your DNS settings.
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‎pages/webhosting/troubleshooting/troubleshooting-email.mdx‎

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---
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meta:
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title: Troubleshooting email delivery issues
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description: This page suggests solutions for common email delivery problems.
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content:
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h1: Troubleshooting email delivery issues
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paragraph: This page suggests solutions for common email delivery problems.
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tags: web-hosting troubleshooting
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dates:
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validation: 2025-02-05
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posted: 2025-02-05
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categories:
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- webhosting
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---
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## Problem
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You are experiencing issues with sending or receiving emails using your Web Hosting.
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### Symptoms
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- Emails are not being received or sent.
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- Emails are landing in the spam folder instead of the inbox.
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- Your mail server rejects outgoing emails.
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- You receive bounce-back messages with error codes.
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## Possible causes & solutions
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### Incorrect IMAP/POP3 configuration
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#### Cause
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Your email client or application may have incorrect IMAP/POP3 settings, preventing emails from being received.
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#### Solution
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- Check your SMTP server address, port, and authentication method in your email client.
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- Use the correct SMTP settings provided for your mailbox:
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- **Incoming mail Server:** `yourdomain.com` *(or as provided by the instructions in your hosting panel)*
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- **Port:** `993` (IMAP, recommended) or `995` (POP3)
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- **Authentication:** Enabled (use your email credentials)
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- Ensure your firewall or ISP is not blocking any of these ports.
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### Incorrect SMTP configuration
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#### Cause
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Your email client or application may have incorrect SMTP settings, preventing emails from being sent.
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#### Solution
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- Check your SMTP server address, port, and authentication method in your email client.
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- Use the correct SMTP settings provided for your mailbox:
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- **SMTP Server:** `yourdomain.com` *(or as provided by the instructions in your hosting panel)*
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- **Port:** `465` (SSL)
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- **Authentication:** Enabled (use your email credentials)
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- Ensure your firewall or ISP is not blocking outgoing SMTP connections.
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### Missing or incorrect SPF, DKIM, and DMARC records
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#### Cause:
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- If your domain lacks proper DNS records for email authentication, recipient mail servers may flag your emails as spam or reject them.
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#### Solution
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Update your DNS zone with the recommended settings for your Web Hosting plan from the ***DNS verification** tab in the Scaleway console.
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### IP address blacklisted for spam activity
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#### Cause
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If your server's IP address has been flagged for sending spam, email providers may reject your messages.
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#### Solution
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- Check if your IP is blacklisted using [MXToolbox Blacklist Checker](https://mxtoolbox.com/blacklists.aspx).
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- Scan your devices (desktop computers, laptops, mobile phones, etc.) for malware or compromised email accounts.
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- If blacklisted, contact our [technical support](https://console.scaleway.com/support) for further assistance.
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- *Optional:* Order a dedicated IP address in the Scaleway console, reserved for emails sent and received by domain names linked to your Web Hosting.

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