Docs
Docs
Open dashboard
Troubleshooting

dns_record_missing

We looked for the record and there is nothing there yet.

Seen in pending_dns and expiredFix is on the customer's sideExpires after 72 hours

What it means

The hostname has no CNAME (or, for an apex, no A records) at all. This is the normal state of a new domain: your customer has the record but has not added it yet. If nothing arrives within 72 hours the domain moves to expired; nothing is billed and the same hostname can be added again.

ExpectedCNAMEcareers → d-8f3a.cname.apexly.dev
FoundCNAMEcareers → (no record)

The record to add is in the domain object under dns, and on the connect page.

Why it happens

  • The customer has not added the record yet, or added it at the registrar while their DNS is hosted somewhere else.
  • The record was added on the wrong name, for example careers.acme.com.acme.com because the provider appends the zone.
  • The provider is still publishing the change; most take under a minute, a few take up to an hour.

What to do

  1. Send the customer the connect link. It names their DNS provider and shows the exact record with that provider's steps.
  2. If 10 minutes pass with nothing, we email them once with the exact record.
  3. Check the name: most providers want only careers in the name field, not the full hostname.
  4. If the domain expired, create it again when they are ready; the connect link works again.
Was this helpful?
Edit this page