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Troubleshooting

dns_record_mismatch

The hostname has a record, but it points somewhere other than Apexly.

Seen in pending_dns and dns_brokenFix is on the customer's sideAuto-recovers

What it means

We resolved the hostname from three places and found a CNAME (or A record) whose value is not your CNAME target, your white-label host, or our anycast addresses. The domain stays in pending_dns if it was never live, or moves to dns_broken if it was. In the second case we keep serving the existing certificate, so cached visitors are unaffected.

ExpectedCNAMEjobs → edge.apexly.dev
FoundCNAMEjobs → lb.northwind.io

This is what status_detail carries in the API, and what the dashboard and connect page show.

Why it happens

  • The customer pointed the hostname at their old provider, or a site builder re-wrote the record during a migration.
  • The customer entered the record on the wrong zone, for example at the registrar while DNS is hosted elsewhere.
  • A wildcard record (*.acme.com) answers for the hostname and the specific record was never added.
  • Your white-label host stopped pointing at edge.apexly.dev; every customer domain breaks at once. Settings shows this as "White-label: unverified".

What to do

  1. Open the domain in the dashboard. The Expected / Found card tells you which value is wrong.
  2. Send the customer the connect link; it shows the same card in plain language with their provider's steps.
  3. If many domains broke together, check Settings → White-label first.
  4. Nothing else is needed. We re-check every 15 seconds for an hour and then every five minutes; the domain recovers on its own and fires domain.verified and domain.active.
Use POST /v1/domains/{id}/verify to check right now instead of waiting for the next scheduled check. One call per 15 seconds per domain.
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