Custom domain & subdomain troubleshooting

In this article, we explain how you can diagnose and solve problems you may encounter while setting up your custom domain or adding a subdomain. Read through to learn about the issues and possible solutions. If you don't find the answer you are looking for, please contact our support team using this form.

Possible issues if you have CAA records added

Our infrastructure is running on Amazon Web Services (AWS). Thus, the certificates have to be issued by the services provider. That is why the record has to be set to amazon.com.

• The value field in CAA records does not contain amazon.com
• CAA records were added to the subdomain instead of the root domain
• A single CAA record containing

  0 issue "amazon.com" 

  or

  0 issuewild "amazon.com" 

  was added instead of adding both CAA records at the same time
• Quotation marks were added as in

  0 issue ""/amazon.com/""

Diagnostics

1. On Linux / mac terminal:

• enter:

  dig customer-domain.com CAA 

2. Open https://www.nslookup.io/caa-lookup/ and enter the root domain, for example, customer-domain.com

You should see the following results:

• if CAA records are added:

  customer-domain.com. 295 IN CAA 0 issuewild "amazon.com"
  customer-domain.com. 295 IN CAA 0 issue "amazon.com"

• If CAA records are not added (the outcome may vary however you will not see any CAA record):

  customer-domain.com. 3600 IN SOA ns.icann.org. noc.dns.icann.org.
  2020080302 10000 2400 604800 3600
  

Solution

If you don’t have any CAA records added, the solutions listed below do not apply to your case. You can read through the following sections of the article or contact our support. However, if you do have CAA records, the solution depends on your provider. There are 2 possible options:

1. Make sure you have added both of the CAA records listed below. If one of them is missing, please add it:

customer-domain.com. IN CAA 0 issue "amazon.com"

customer-domain.com. IN CAA 0 issuewild "amazon.com"

2. You can remove all existing CAA root domain records (e.g. customer-domain.com)

 

Attention 1. CAA record has to be created for the root domain (e.g. customer-domain.com), not for the subdomain (e.g. vicodo.customer-domain.com). 2. Depending on your provider, adding CAA records requires different actions. Here as an example, we link the tutorial on how to add CAA records in the GoDaddy domain registrar. For further explanation, please contact your provider’s support. 3. After the CAA record is published, verify if it is correct. For example, always check quotation marks - “amazon.com” is the correct version, while “\”amazon.com\”” is not. Some domain registrars might require you to add amazon.com value without quotation marks as they add them automatically. Below, you can see an example of incorrect formatting:

 

Possible issues with CNAME records - validation & processing:

• CNAME records were added, but the DNS provider has not published them yet
• CNAME validation record was not added within 72 hours
• CNAME record was added and published, but Vicodo still has not processed the domain

Diagnostic

Assuming you want to check the following record

 _532e4acf446a165981514ad7088af400.vicodo.custom-domain.com

1. On Linux / mac terminal:

• enter:

  dig _532e4acf446a165981514ad7088af400.vicodo.custom-domain.com CNAME

2. Open https://mxtoolbox.com/CNAMELookup.aspx and enter the DNS record. Next, click the CNAME lookup button.

Depending on the validation records, you should see, for example:

c_532e4acf446a165981514ad7088af400.vicodo.custom-domain.com. 300 IN CNAME 
_41507ec27b17c146d3ae3542abd19867.abcdefghij.acm-validations.aws.

or

vicodo.custom-domain.com. 300 IN CNAME d218yy0btd3no2.cloudfront.net.

Solution

We kindly ask you to wait for 24 hours until the update is complete. On Vicodo’s side, the maximum waiting time for CNAME records is 72 hours. After that period, please contact our support.

Possible issue with CNAME - incorrect records:

• Incorrect CNAME records were added

Diagnostics

Assuming you want to check the following record 

_532e4acf446a165981514ad7088af400.vicodo.custom-domain.com 

1. On Linux / mac terminal:

• enter:

  dig _532e4acf446a165981514ad7088af400.vicodo.custom-domain.com CNAME

2. Open https://mxtoolbox.com/CNAMELookup.aspx and enter the DNS record. Next, click the CNAME lookup button.

Depending on the validation records, you should see, for example:

_532e4acf446a165981514ad7088af400.vicodo.custom-domain.com. 300 IN CNAME 
_41507ec27b17c146d3ae3542abd19867.abcdefghij.acm-validations.aws.

or

vicodo.custom-domain.com. 300 IN CNAME d218yy0btd3no2.cloudfront.net.

Values on your end should match with the values visible in Step 1: Name and Step 2: Name of your Custom domain branding settings:

Solution

Please contact our support team using this form. If you mention that you have already run the described diagnostics, it may shorten the response time.

 

Keep in mind that we may not be able to resolve all of the issues as they may occur at your domain registrar’s end.