Urgent problems: site down or email not working

1. Check it isn't just you

• Open your website on your phone using mobile data (Wi-Fi off). If it loads there, the problem is probably your office network or computer.
• Try another browser, or a private/incognito window.

2. Think about recent changes

Did anyone change DNS records, install a plugin, restore a backup or change a password in the last day or two? That's often the cause, and it's the first thing we'll ask.

3. Open a ticket straight away

Log in at https://crm.framewright.cloud and open a ticket. Tickets reach us faster than email.

Put URGENT at the start of the subject, and describe what's down and since when.

Can't log in to the portal? Email info@framewright.cloud with URGENT in the subject.

Email not working?

Your email isn't hosted by Framewright. It runs on Microsoft 365 or Google Workspace.

1. Check the provider's status page first: Microsoft 365 at https://status.cloud.microsoft, Google Workspace at https://www.google.com/appsstatus/dashboard/.
2. If the provider looks fine, and especially if the problem started after a DNS change, open a ticket. Changed mail records (MX, SPF, DKIM) are a common cause, so please don't change them yourself without checking with us.

Please don't

• Don't restore a backup to "fix" an outage before talking to us. You could lose recent changes, and it can make the real cause harder to find.
• Don't delete DNS records or change nameservers while troubleshooting.