Is my site really down?

Before opening a support ticket, run these five quick checks. Most "the site is down" reports turn out to be a browser cache, a page that wasn't published, or a single broken feature — fixes you can usually make yourself in a few minutes.

If everything below checks out and your site is still unreachable, jump to When it really is an outage for the escalation path.

Check 1 — Open your site in a private/incognito window

Browser cache is the most common cause of "the page won't load" or "my changes aren't showing up." Open a new private or incognito window and visit your site URL.

Chrome: Ctrl+Shift+N (Windows) / ⌘+Shift+N (Mac)
Firefox: Ctrl+Shift+P (Windows) / ⌘+Shift+P (Mac)
Safari: File → New Private Window
Edge: Ctrl+Shift+N

If the site loads in private mode but not in your regular browser, clear your browser cache — see Browser Cache for instructions.

Check 2 — Compare your public site to your CMS admin

If you're an admin and you made a recent change that "isn't showing":

Open your CMS admin and find the page or post you edited.
Confirm the item is Published (not Draft).
Check the public URL in a private window (see Check 1).

"Changes don't show up" most often means the change was saved as a draft, or you're looking at a cached version.

Check 3 — Check Edlio's Status Page

If multiple parts of your site or admin are misbehaving at once, check whether Edlio has a known incident:

status.edlio.com

The status page shows current and recent incidents across CMS, App, login, and DNS. If an incident matches what you're seeing, the Edlio engineering team is already aware — no need to open a ticket. Subscribe on that page to get updates.

Check 4 — Is it one feature, or the whole site?

Narrow down what's actually broken before reporting it:

One page won't load — that page may be unpublished or have a redirect error.
One feature is broken (forms not submitting, supply lists empty, dropdown menus not working) — check whether the feature is enabled in Settings and that recent changes were saved.
One section is missing — confirm the section exists in your CMS admin and is published.
The whole site is unreachable — see Check 5.

Check 5 — Try from a different network

If your site is unreachable from your office or school network only, the issue may be a local DNS, firewall, or content-filter block rather than an Edlio outage. Try:

Your phone on cellular data (turn off Wi-Fi)
A different network — home, coffee shop, hotspot
A free uptime checker like Down for Everyone or Just Me

If the site works from cellular or another network but not from your school network, your IT team may need to check internal DNS or content filtering.

When it really is an outage

If the five checks above don't explain the problem — your site is genuinely unreachable from multiple networks, the Status Page is clear, and Check 1 doesn't help — open an Edlio Support ticket through Eddy, Edlio's AI support assistant.

Include this in the ticket so support can investigate quickly:

Your site URL (the exact address that isn't loading)
What you see — error message text, screenshot if possible, blank page, spinning loader, etc.
When it started and whether it's still happening
What you tried — incognito window result, other networks, etc.
Who else is affected — just you, your whole school, multiple users
Browser and device — Chrome on Windows, Safari on iPhone, etc.