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DNS Troubleshooting: common domain issues

If your custom domain does not open correctly, does not verify, or shows an SSL warning, the issue is usually related to DNS settings.

This guide helps you check the most common domain connection problems in Centuply.

When to use this guide​

Use this guide when:

  • the domain does not open,
  • www works but the root domain does not,
  • the root domain works but www does not,
  • the domain does not verify,
  • an SSL warning appears,
  • the domain opens an old website,
  • DNS changes are not visible yet,
  • you are not sure whether DNS records are correct.

Before you start​

Before making changes, make sure you have:

  • access to the Centuply website,
  • access to the DNS panel of the domain provider,
  • the correct DNS instructions from Centuply,
  • the domain typed correctly,
  • some waiting time after the latest DNS changes.

Do not keep changing DNS records without a reason, because this may delay stabilization.

Problem 1 — The domain does not open at all​

If the domain does not open, possible causes include:

  • the correct DNS records have not been added,
  • DNS changes have not propagated,
  • the host or target is wrong,
  • there is a conflicting record,
  • the domain has expired,
  • the domain is not pointing to Centuply yet.

What to do​

  1. Open the DNS panel of your provider.
  2. Check that the records exist.
  3. Compare type, host, and value with the Centuply instructions.
  4. Fix any mistakes.
  5. Wait for DNS propagation.
  6. Verify again in Centuply.

Problem 2 — www works but the root domain does not​

Example:

  • www.example.com opens correctly,
  • example.com does not open.

This usually means that www has the correct CNAME, but the root domain does not have the correct record or redirect.

What to check​

Check whether there is a correct record for the root domain.

The root domain may appear as:

  • @,
  • empty host,
  • example.com,
  • root,
  • apex domain.

The naming may differ depending on the provider.

Problem 3 — The root domain works but www does not​

Example:

  • example.com opens correctly,
  • www.example.com does not open.

This usually means that the CNAME record for www is missing or incorrect.

What to do​

  1. Open DNS Management.
  2. Check whether there is a record for www.
  3. If it is missing, add the record provided by Centuply.
  4. If there is an incorrect record, fix it.
  5. Wait for propagation.
  6. Check www again.

Problem 4 — The domain does not verify​

If Centuply cannot verify the domain, possible causes include:

  • the verification record is missing,
  • the TXT record has the wrong value,
  • the host was typed incorrectly,
  • DNS changes are not complete yet,
  • there is a duplicate or conflicting record,
  • the record was added to the wrong DNS zone.

What to do​

Carefully compare the Centuply instructions with the records in your provider.

Pay special attention to:

  • type,
  • name or host,
  • value,
  • TTL,
  • spaces at the beginning or end,
  • quotation marks added by the provider,
  • whether the record was added to the correct domain.

Problem 5 — An SSL warning appears​

If the browser shows a security warning, possible causes include:

  • the SSL certificate has not activated yet,
  • the domain is not fully verified,
  • DNS records do not point correctly,
  • www and root domain have different status,
  • there is an old certificate or cached state.

What to do​

  1. Check that the domain is verified in Centuply.
  2. Check that the domain opens with https://.
  3. Wait a little if you recently changed DNS.
  4. Try another browser or an incognito window.
  5. Check both www and non-www versions.

In many cases, SSL needs a little time after verification.

Problem 6 — The domain opens an old website​

If the domain opens an old website or old page, possible causes include:

  • old DNS records still exist,
  • the domain still points to old hosting,
  • there is an old redirect,
  • the browser is showing a cached version,
  • propagation has not completed.

What to do​

Check for old records such as:

  • old A records,
  • old CNAME records,
  • records pointing to old hosting,
  • forwarding rules,
  • redirect settings in the provider.

If you are not sure, do not delete them immediately. Compare them first with the Centuply instructions.

Problem 7 — Changes work in one browser but not another​

This can happen because of cache or DNS propagation.

What to do​

  • Try an incognito window.
  • Clear browser cache.
  • Try from a phone using mobile data.
  • Wait a little longer.
  • Check again later.

Sometimes different networks see a different DNS state for a short time.

Problem 8 — There are many conflicting records​

If several records exist for the same host, conflicts can happen.

Examples:

  • two CNAME records for www,
  • an A record and CNAME for the same host,
  • old records pointing elsewhere,
  • forwarding together with DNS records.

What to do​

For each host, keep only the records required by the Centuply instructions.

Pay special attention to www and the root domain.

Problem 9 — You do not know which provider controls DNS​

Sometimes the domain was purchased from one provider, but DNS is controlled by another provider through nameservers.

What to check​

In the domain provider, check the nameservers.

If the nameservers point to another provider, you need to change DNS records in the provider that controls the nameservers.

Example:

  • the domain was purchased from Provider A,
  • nameservers point to Provider B,
  • DNS changes must be made in Provider B.

Quick checklist​

Before asking for help, check:

  • The domain is active and not expired.
  • DNS records exist.
  • The host is correct.
  • The value is correct.
  • There are no conflicting records.
  • A few minutes or hours have passed for propagation.
  • Centuply shows the domain as verified or pending.
  • Both www and non-www have been checked.
  • SSL has had time to activate.

Best practices​

  • Make one change at a time.
  • Take a screenshot before changing DNS records.
  • Do not delete records if you do not know what they do.
  • Use the exact Centuply instructions.
  • Wait for propagation.
  • Check from another browser or network.
  • Do not keep changing DNS settings while waiting.

Video tutorial​

Suggested video for this article:

Title: DNS Troubleshooting for custom domains in Centuply

Duration: 5-7 minutes

Video flow:

  1. Open domain settings in Centuply.
  2. Check verification status.
  3. Open the DNS provider.
  4. Check the www CNAME.
  5. Check the root domain record.
  6. Find conflicting records.
  7. Check SSL.
  8. Final live test.

Frequently asked questions​

How long does DNS propagation take?​

It may take a few minutes, but sometimes it can take several hours.

Why does the domain work on my phone but not my computer?​

This is probably because of cache or different DNS updates across networks.

Can I have two CNAME records for the same www host?​

Usually no. The same host should not have conflicting records.

Why does SSL not activate immediately?​

SSL often activates after the domain is verified and DNS records point correctly.

What should I do if I cannot find the mistake?​

Take screenshots of the DNS records and the Centuply instructions, then compare the values one by one.