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DNS Troubleshooting

Natasha
Updated

GoDaddy

Squarespace

Cloudflare

Siteground

NameCheap

 

 

Please read this first

When setting up your CNAME fields, if you get a message asking you to verify/correct an entry, always use the recommended/suggested option

cname_verify.jpg

 

 

It may take up to 24 hours to verify, however, if it has been a few hours and you still have a Pending status, you can do a status lookup yourself using terminal (Mac) or CMD prompt (Windows).

 

Inside of your terminal (Mac) or CMD prompt (Windows), type nslookup followed by pasting in any of those copied inputs from the Name column in the Configure Your Custom Domain page.

 

Please wait at least 30 minutes after filling in the CNAME fields in your hosting provider before using nslookup

 

Example: if my Portal Domain is portal.companyname.com, I would copy the Name and paste it in to look like. 

nslookup _e652f41e27b605a8210f9a0ae409571f.portal.companyname.com.

Do not copy the example above, please copy the value provided to you from the Name column inside the Configure Your Custom Domain page

 

If something is wrong, this is what an error message looks like:

Non-authoritative answer:
** server can't find _e652f41e27b605a8210f9a0ae409571f.portal.companyname.com: NXDOMAIN/pre

If you get an error, the Names and/or Value has been input incorrectly, or it has only been a few minutes. Please wait at least 30 minutes before attempting nslookup.

 

If everything is correct, this is what you should see:

Non-authoritative answer:
_e652f41e27b605a8210f9a0ae409571f.portal.companyname.com	canonical name = _f123e231b8091f91fc0590e5ad5194df.mhbtsbpdnt.acm-validations.aws.

 

 

If you are getting red error text instead of green verified in the Status column, try this first

Quick note: Every hosting provider works a bit different, the CNAME Name output may need to be modified slightly. 

 

Please check the names/values that are getting a red status text inside of the Configure Your Custom Domain page in your DNS records page of your hosting provider. If the name happens to end in your company URL, try removing it

 

Example:

If the Portal Domain you chose was portal.companyname.com

and the Name output was _e652f41e27b605a8210f9a0ae409571f.portal.companyname.com.

Try to remove the .companyname.com. (periods included, but keep the portal/support, whatever your custom starting name was) from the entry in your hosting provider.

The name should be _e652f41e27b605a8210f9a0ae409571f.portal/strong instead (please remember, this is just an example, please use your own names and values)

 

TLDR: instead of 

_e652f41e27b605a8210f9a0ae409571f.portal.companyname.com.

try

_e652f41e27b605a8210f9a0ae409571f.portal

 

As we at CoordinateHQ are not your hosting provider, the quickest way to resolve any issues is to contact your hosting provider directly for support on the best way they want you to configure your CNAME values. We are happy to help, but please note it may take us longer than your hosting provider to help you resolve this.

 

 

GoDaddy

GoDaddy DNS Support Page

godaddy1.jpg
  1. Select domains

  2. For the domain you want the website to appear from eg (portal.mycompany.net) select Manage DNS

  3. Add Record

  4. Select CNAME we will leave TTL at Default.
godaddy2.jpg

 

 

Cloudflare

Cloudflare DNS Support Page

  1. Log in to the Cloudflare dashboard and select an account and domain.

  2. Go to DNS > Records

  3. Click Add record

  4. Choose Record Type CNAME.

  5. In the Host field, enter portal

  6. In the Data field, enter the URL app.coordinatehq.com

  7. Click Save to complete the process.

You will need to do this for each "Value" -> "Data" found in the table on the Settings > Configure Your Custom Domain in CoordinateHQ

 

 

Squarespace

Squarespace DNS Support Page

CNAMEs use subdomains, like "portal"

squarespace.jpg
  1. Open DNS settings for the domain that you’d like to point.

  2. Scroll down to Custom Records.

  3. Click Add.

  4. From the Type drop-down menu, select CNAME.

  5. In the Host field, enter portal

  6. In the Data field, enter the URL from your provider: app.coordinatehq.com

  7. Click Save to complete the process.

You will need to do this for each "Value" -> "Data" found in the table on the Settings > Configure Your Custom Domain in CoordinateHQ

 

 

Siteground

Siteground DNS Support Page

  1. Site Tools > Domain > DNS Zone Editor

  2. Select CNAME from the "Create New Record" Tab

  3. In the name enter "portal"

  4. In the Data field, enter the URL: app.coordinatehq.com

  5. Click "Create" to complete the process.

You will need to do this for each "Value" -> "Data" found in the table on the Settings > Configure Your Custom Domain in CoordinateHQ

 

create-dns-a-record.jpg

 

 

NameCheap

NameCheap DNS Support Page

  1. Sign into your Namecheap account

  2. Select Domain List from the left sidebar and click Manage next to your domain

  3. Select the Advanced DNS tab at the top of the page

  4. In the Host Records section, click the Add New Record button

  5. Select type CNAME

  6. In the Host field, enter clients

  7. In the Data field, enter the URL app.coordinatehq.com

  8. Click Save to complete the process.

You will need to do this for each "Value" -> "Data" found in the table on the Settings > Configure Your Custom Domain in CoordinateHQ

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