"It's down" describes the symptom, not the cause. The same blank screen appears when the problem is your internet, when the application has frozen, when the domain has expired and when the machine is turned off — and each of those has a different fix.
This checklist goes from the most likely cause to the least likely. Following it in order, you'll reach the answer in a few minutes — or reach support already knowing what to say.
First things first: test from another network. Turn off Wi-Fi on your phone and open the service over mobile data. If it works on the phone and not on the computer, the problem is your network, your provider or your browser cache — not the server.
It's the check that solves a good share of cases, and the one most people skip.
RedHosting publishes scheduled maintenance and incidents at redhosting.com.br/status. If your service is listed there, the cause is already identified and the team is already working on it — no need to open a ticket.
There are four layers, and each has its own test. The first one that fails is where the problem is.
| Layer | How to test | If it fails here |
|---|---|---|
| DNS — does the name resolve? | nslookup yourdomain.com | Expired domain or wrong pointing |
| Network — does the machine respond? | ping YOUR_IP | Machine off, or firewall dropping packets |
| Port — is the service listening? | telnet YOUR_IP 80 | Application stopped or port blocked |
| Application — does it respond correctly? | Open it in the browser | Code error, database down, disk full |
A note about ping: it may not respond even with the machine up, because many setups block ICMP by default. No ping reply is a hint, not proof. The port test is more reliable.
On a VPS, open the VirtFusion panel from the client area and check that the status is Running. If it's off, turn it on. If it's on but not responding, go in through the VNC console — it connects straight to the machine and works even with the network or firewall misconfigured.
On a Minecraft or bot server, open the panel and look at the Console tab. A server that keeps restarting in a loop is almost always telling you why in the last lines before it goes down. The guide Dealing with common console errors covers the most frequent errors.
The three causes that come up most, in order:
df -h. Old logs are almost always the culprit.free -h shows the situation, and dmesg | grep -i "killed process" confirms whether that's what happened.systemctl status nginx (or apache2, mysql, whatever it is) tells you whether it's running and, when it isn't, why it stopped.Then it's time for a ticket — and it's worth spending two minutes writing it properly, because that usually saves hours of back-and-forth. What to include:
What to send in the ticket
The full format is in How to open a ticket that support solves in the first reply.
Tickets at financeiro.redhosting.com.br, WhatsApp +55 11 98833-3902 and email suporte@redhosting.com.br. Support 24 hours a day, in Portuguese, English, Spanish and German.