Before troubleshooting a website that has stopped working, spend thirty seconds finding out whether we already know about it. Fast Hive publishes live server status, open network issues and scheduled maintenance in the client area. This guide explains what each page shows and how to read it.
- Network Status - open issues and live server health.
- Announcements - planned maintenance and general notices.
- Invoices - a suspended account for an unpaid invoice looks exactly like an outage.
The Network Status page
Network Status has two halves.
Network Issues
The top section lists current problems. When everything is healthy it says plainly: "There are no Network Issues Currently".
Issues are categorised as Open, Scheduled or Resolved, and the View selector defaults to showing everything except resolved ones. Switch it to include resolved entries if you are investigating something that happened earlier.
- Open - a live problem being worked on.
- Scheduled - planned maintenance, announced in advance. Worth checking before you plan a launch or a migration.
- Resolved - closed, kept for reference.
Server Status
Below that is a live table of our servers with columns for HTTP, FTP, POP3, PHP Info, Server Load and Uptime. Servers are listed by location, such as Frankfurt and Roubaix.
| Column | What it tells you |
|---|---|
| HTTP | Whether the web service is responding. |
| FTP | Whether file transfer is responding. |
| POP3 | Whether the mail service is responding. |
| Server Load | How busy the machine is right now. |
| Uptime | Time since the last restart. |
A row showing Not Available for load or uptime usually means those metrics are not being reported for that machine, rather than that it is down. Judge availability from the service columns.
Announcements
Announcements carries longer notices - maintenance windows, platform changes and general news. Entries are archived By Month in the sidebar, so you can look back at a specific period.
Both Announcements and Network Status offer an RSS feed. If you manage sites professionally, subscribing is the least intrusive way to hear about maintenance without watching an inbox.
Deciding whether it is us or you
| Evidence | Likely conclusion |
|---|---|
| An Open network issue names your service | Known and being worked on. Watch the entry for updates rather than opening a ticket. |
| No issues listed, cPanel loads, site does not | Something in your account - check the error log. |
| Nothing loads at all, including cPanel | Possibly your network or an unlisted issue. Test on mobile data, then open a ticket. |
| Website and email both stopped together | Check your domain's expiry date first - that signature is usually DNS, not the server. |
| It works for others but not you | Your IP may be rate-limited, or DNS is still propagating. Test on mobile data. |
| Everything is suspended | Check your invoices before anything else. |
During an incident
- Read the issue entry. It states what is affected and is updated as work progresses.
- Do not start changing things. Reinstalling, restoring backups or editing DNS during a platform incident creates a second problem to untangle afterwards.
- Only open a ticket if you have information we may not have - for example that a service listed as unaffected is also failing for you.
- Tell your own customers something. A brief "we are aware and our host is working on it" is far better than silence.
- Check afterwards that your site, email and scheduled tasks all resumed properly.
Troubleshooting
| Symptom | Cause and fix |
|---|---|
| Your site is down but no issue is listed | Most outages affect one account, not a server. Check invoices, domain expiry and the cPanel error log, then open a ticket with what you found. |
| Status page itself will not load | Test on a different connection. If nothing at my.fasthive.com loads for you but does elsewhere, the problem is between you and us. |
| You did not hear about maintenance | Enable General emails on a contact in Manage Contacts, and subscribe to the RSS feed. |
| Cannot find an issue you saw last week | The view hides resolved entries by default. Change the View selector to include them. |
| Server Load looks high - is that my problem? | Not necessarily. Your account has its own guaranteed resources. Check Metrics → Resource Usage in cPanel for your own figures. |
| Your server is not listed | Not every machine appears in the public table. Its absence does not indicate a problem - open a ticket if you need its status. |
Frequently asked questions
How quickly are issues posted?
As soon as an incident is confirmed. Very brief blips may be resolved before an entry is created.
Do you notify customers of maintenance in advance?
Planned work is posted as a Scheduled entry and announced. Make sure a contact has General emails enabled so it reaches you.
Can I get status updates without logging in?
Yes - both Network Status and Announcements offer RSS feeds.
What uptime should I expect?
Fast Hive targets 99.99% uptime. See the Terms of Service for the formal commitments.
My site was down but nothing was listed. Was there an outage?
Open a ticket with the date and time. Our engineers can check the server-side logs for that window and tell you what actually happened.
Is there a status page I can show my own clients?
The Network Status page is accessible in the client area, and the RSS feed can be pulled into your own status page if you resell.
