My Site is Down! What do I do?
If your website is currently not live, then it is likely due to one of the following three reasons:
- There is a billing issue causing your account to go Past Due.
- Your domain name(s) is not added properly within your website dashboard.
- Your domain(s) is not pointing to the liveBooks address within your domain registrar.
If you find that your website is down, you can follow the below steps to troubleshoot.
Step 1: Rule Out Billing Issues
First, you will want to log in to your website dashboard at design.livebooks.com - ideally, you will want to log in under the account that is listed as the "Owner" of your website, which is the only user account that can update billing information.
If you see the message below, then your account is Past Due. If you do NOT see the below message and can access your website dashboard, then skip to Step 2: Check your Domain Settings.
To settle your Past Due bill and bring your account up to date, please follow these steps to access your account details to update your payment method. You can update the expiration date on an existing card, or add a new payment method altogether - make sure you set your new card to the "Default" card on file to ensure that the new card is charged automatically.
Once your account is paid and up to date, you will want to proceed to Step 2 below to make sure your domains are connected successfully.
Step 2: Check Your Domain Settings
Once logged in, click on the "gear" icon at the top of the page to navigate to your website's Settings dashboard. Next, click on Domains at the top of the Settings dashboard.
This page lists every domain that is added to your website. Ideally, you should have at least two entries on this page: the version of your URL with the www. in front (for example, www.livebooks.com) and the version without the www. in front (for example, livebooks.com).
If one or more of your domain names are NOT listed on this page, then click Add Custom Domain on the left-hand side of the page. Enter the domain name and click Save. You will want to complete this step for every domain that you need to add.
Once you have added all of the domain names, click Activate Domains.
Next, REFRESH your internet browser. Look in the DNS Status column and see which the "Status" is displaying:
|Your domain is pointing to your website successfully and your website is live!|
|Your domain is not pointing to the liveBooks IP address. Please proceed to Step 3: Point your Domains to liveBooks.|
Step 3: Point Your Domains to liveBooks
If your domains do not say "Resolved" next to them in the DNS Status column, then you will need to update the A Record in the DNS Settings within your domain registrar (where your domain name is hosted).
To fix this, you will need to log in to your domain registrar and follow the steps in this support article to point your domain to the liveBooks IP address.
If you do not know who your domain registrar is, then you can look it up by following the below steps:
- Visit the web page mxtoolbox.com
- Enter your domain name URL in the Domain Name field, then click the MX Lookup button.
- After the page loads, click on the "arrow" icon next to the MX Lookup button, and select DNS Lookup.
- Click the DNS Lookup button. The page will refresh, and the name of your domain registrar will be listed.
Once you have updated the A Record in your domain settings, please return to the Domain Settings page on your liveBooks account (refer to the section above). If you see that the DNS Status for your domain now says Resolved, then your website is live! It can take up to 24 hours for the changes you've made to go through, however, the domains usually resolve within a few minutes.
If only the non-www. Domain is Resolved
If the non-www. version shows as "Resolved" but the www. version of your domain still shows as "Not Resolved", then you will need to log back in to your domain registrar and follow these steps to add a CNAME Record within your DNS Settings. Most domain registrars don't require this step, but some do.
If you have walked through all of the above steps and your website is still not live, then please contact email@example.com. In the event that your website is not live due to an issue with your domain registrar, please note that our Support team cannot log in to your registrar to make any changes, however, our team can make sure that you have all of the resources you need to make sure your domains are pointed to your website successfully.