Troubleshooting: find a safe next step
Something not working? Start with the symptom you can see. Record the page address, exact error and time it happened, then make a small number of safe checks. Changing several settings at once makes it harder to find the cause.
Find the right diagnostic guide, collect useful evidence and know when to stop and involve your provider or ask PresGro for an assessment.
The website will not load
Check the provider’s status page and whether the problem affects one page or the whole site. Keep an alternative contact route available. Repeated refreshing or an unplanned DNS change is not a reliable repair.
Match the error you can see
An error code describes the response, not necessarily the root cause. Choose the guide matching the actual message and note whether it happens on a public page or only after an action. Stop before repeating an uncertain payment or booking.
WordPress has stopped working after a change
Pause further changes and keep the update history. Ask the maintainer to check the actual failure and recovery options; removing an error message does not prove the website is fixed.
There is a certificate or security warning
Do not ask customers to bypass a browser warning. Note the exact hostname and warning, check whether a recent change is relevant, and involve the host or certificate manager if the cause is not clear.
Messages or enquiries are missing
Separate a broken form from a mailbox delivery problem. Use a clearly labelled test and the right recipient. Redact private customer content before sharing screenshots or error messages.
Want a hand with the next step?
If you know the task, check our fixed-scope services. If the cause of a fault is unclear, see what a website problem assessment includes—it is an investigation, not a guaranteed repair. Existing customers can contact support.