Plesk Troubleshooting Guide – (Safe-Only Edition)

💡 This guide only includes safe steps agents can take inside Plesk, the customer’s hosting panel, or through basic checks like DNS.

🚫 No advanced changes, server restarts, or panel-level admin actions included.

🔹 Step 1: Start the Conversation

Ask the customer:

  • What’s the exact error message?
  • Can they share a screenshot?
  • When did it last work properly?
  • What are they trying to do (send email, open website, log in, etc.)?

🔹 Step 2: Use Safe Troubleshooting Based on the Error

Here’s a breakdown of what you CAN check as an agent — safely — depending on the type of issue.

🔸 500 – Internal Server Error

🛠 You Can Do:

  • In Plesk File Manager, rename .htaccess to .htaccess.old
  • In Plesk, change PHP version in Hosting Settings
  • Ask if the customer edited the site recently

🔗 Support Article

🔸 403 – Forbidden

🛠 You Can Do:

  • In File Manager, check if there’s an index.html or index.php
  • Go to Web Hosting Access and confirm the domain is active

    🔗 Support Article

🔸 404 – Not Found

🛠 You Can Do:

  • In File Manager, check if the file or folder exists
  • Ask if they deleted or renamed the file recently
  • Try uploading a test index.html to see if anything displays

🔗 Support Article

🔸 ERR_TOO_MANY_REDIRECTS

🛠 You Can Do:

  • In Hosting Settings, change the “Preferred Domain” (www or non-www)
  • In File Manager, rename .htaccess temporarily
  • Ask if they changed any settings related to HTTPS recently

🔗 Support Article

🔸 Can’t Log into Plesk / Dashboard Is Blank

🛠 You Can Do:

  • Ask customer to try logging in via Incognito/private window
  • Ask them to try a different browser
  • Confirm they are using the correct login page:
    E.g:  canada16.rebel.com 

🔸 Email (SMTP/IMAP/Webmail Not Working)

🛠 You Can Do:

  • Ask the customer to try Webmail login (to test if mailbox works)
  • In Plesk, reset their email password
  • In Plesk, check if the mailbox exists
  • Check domain’s DNS MX record (using DNS tools)

🔗 Support Article

🔸 FTP Login Fails (530 or Connection Refused)

🛠 You Can Do:

  • Reset their FTP username/password in Plesk → FTP Access
  • Confirm they’re using the right host (domain name or server IP)
  • Confirm they are using port 21 (not SFTP)

🔗 Support Article

🔹 Step 3: Ask These Before Escalating

📌 Use these questions to gather the right info for escalation:

  1. “Can you go to https://hosting.rebel.com/myip.php and tell me your IP address?”
  2. “Can you share a screenshot of the issue?”
  3. “What’s the domain name or email address affected?”
  4. “When did it last work?”
  5. “What exactly are you trying to do when the issue happens?”
  6. “What have you tried already?”

🔹 Step 4: Fill Out Escalation Notes

When you send it to the escalation team, include:

Customer Name: [John Doe]

Domain: [example.com]

Service: [Email / Hosting / FTP / Plesk Access]

Issue: [Describe issue in 1–2 sentences]

Customer IP: [from myip.php]

Screenshot: [attached if available]

Steps they tried: [e.g., tried different browser, reset password]

Steps you tried: [e.g., renamed .htaccess, checked MX]

Support article followed: [paste KB article link]

💡 Final Reminders for Agents

✅ Only use Hosting Panel / DNS Tools / Webmail
 ❌ Do not try to restart services, edit server configs, or change advanced PHP settings
✅ Always collect clear evidence + customer answers before escalating
✅ Use support articles to avoid experimenting