If your Zenfolio account is current but you are not able to access your site, the issue is likely due to one of three things:
- A technical issue on Zenfolio's end that affects all Zenfolio photographers' websites
- For photographers using a custom domain, a technical issue with the photographer's domain host
- A technical issue on the photographer's end that is preventing the site from being displayed in their computer or network
Site Down Due to a Technical Issue on Zenfolio's End
To rule out the first cause, go to the Zenfolio Status page - http://status.zenfolio.com/
The Status page is where we keep you updated about any technical issues we might be experiencing.
If no issues are reported on that page, the issue is the result of one of the other two causes.
If there is an incident reported, our engineers will do all that they can to resolve the issue as quickly as possible. Please keep an eye on the Zenfolio Status page for updates.
Site Down Due to a Technical Issue with the Photographer's Custom Domain Host
If you're using a custom domain (like www.mywebsite.com) and your site is down, there may be a technical issue with the domain host that is preventing the site from being displayed.
In this case, first visit the Zenfolio Status page, http://status.zenfolio.com/ , to make sure that the issue is not due to something on Zenfolio's end.
If Zenfolio is not reporting any issues, check with your domain host to see if it has any issues. Here are some common issues to look for:
- The domain host is experiencing a service-wide issue that is preventing any website that uses a custom domain that they are hosting from being displayed.
- There is an issue with the domain's DNS records that has caused the domain to no longer be pointed to Zenfolio. This can be resolved by pointing the domain back to Zenfolio.
- The domain's registration has expired. Check with the domain host to see if you can re-register the domain. This will need to be done as soon as possible or the domain may be registered by someone else.
Site Down Due to a Technical Issue with the Photographer's Computer or Network
If the site is down, first verify that the issue is not due to a Zenfolio technical issue by visiting the Zenfolio Status page: http://status.zenfolio.com/
If you're using a custom domain, verify that there is no issue with the domain host-or the domain's DNS records or registration-by checking on your account with your domain host. Go to this section for more info.
You can also verify if the site is down for everyone or if it's only down for you by clicking HERE and entering your site's web address (URL).
If the site is down for you, follow these troubleshooting steps to determine the cause of the issue:
Browser Issues
Try visiting your site using a different web browser. If you're able to see your site using a different browser, then this points to the original web browser as the cause of the issue.
Click HERE for our recommendations for resolving most browser issues.
If needed, click HERE for links to download free web browsers for testing purposes.
Computer Issues
An issue with your computer can also prevent the site from being displayed. Check your computer to make sure that there are no overly restrictive antivirus, anti-malware or firewall settings. Especially look for these antivirus programs; Trend Micro and VIPRE Internet Security. These have been known to prevent access to Zenfolio sites or otherwise cause issues with the performance of the site.
You can also try using a different computer (such as a different laptop or a tablet/iPad) to visit your site.
Network Issues
There may be a network issue preventing access to the site. If you're trying to visit the site using a computer in a shared secure network like in an office environment or at a government facility, there may be network restrictions that will prevent you from accessing the site. Unfortunately, in these cases, you will need to connect using a different network to visit your site.
If you're experiencing the issue in your own home or office, check your network settings to make sure that there are no overly restrictive settings that would prevent the site from being displayed. Some common network settings to look for are an overly restrictive firewall setting or a network setting that limits or prevents uploads. It may also help to reboot any network equipment such as modems and routers.
Connection issues when using Wi-Fi can also occur. Try moving to an area with a stronger Wi-Fi signal or connect to the router using an Ethernet cable.
You can also verify if the issue is due to the network by connecting your computer to a different network then try visiting your site. For testing purposes, you can try temporarily connecting to a mobile hotspot to see if that allows you to view your site.
Still Can't See Your Site?
If you're still not able to see your site after trying the above troubleshooting steps, please contact Zenfolio Support HERE.
In your message to Zenfolio support, make sure to include the results of the troubleshooting steps that you've already attempted.