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Custom Domain Troubleshooting Guide for Agency Handy

Orvi Das avatar
Written by Orvi Das
Updated over 6 months ago

This guide provides step-by-step troubleshooting instructions for common issues encountered during custom domain setup in Agency Handy.

1. Custom Domain Not Resolving (DNS Error)

Problem: After setting up the CNAME or ALIAS record, the custom domain does not resolve, showing a DNS error.

Possible Causes:

  • DNS propagation delay

  • Incorrect CNAME or ALIAS record

  • Conflicting A records

Solution:

  1. Verify the CNAME or ALIAS record is pointing correctly to the provided Agency Handy URL.

  2. Ensure there are no conflicting A records for the same domain.

  3. Use DNSChecker.org to monitor propagation status. It may take up to 48 hours.

  4. Clear your local DNS cache:

    • Windows: ipconfig /flushdns

    • Mac: sudo dscacheutil -flushcache

  5. Restart your browser or try accessing the domain in Incognito mode.

2. SSL Certificate Not Activating

Problem: The domain is accessible, but it shows as Not Secure or triggers an SSL error.

Possible Causes:

  • DNS settings not fully propagated

  • Proxy or CDN interference (e.g., Cloudflare)

Solution:

  1. Ensure the domain is properly pointing to Agency Handy.

  2. SSL certificates are provisioned automatically. Wait for up to 48 hours after DNS propagation.

  3. If using Cloudflare, ensure SSL mode is set to Full (Strict).

  4. Test SSL status using SSL Labs Test.

3. Root Domain and 'www' Version Not Working

Problem: The root domain (example.com) doesn't work, and www.example.com does not resolve either.

Possible Causes:

  • Attempting to use both the root domain and the www subdomain with Agency Handy

  • Agency Handy does not support root domain (example.com) as a primary setup, only subdomains (e.g., portal.yourdomain.com).

Solution:

  1. Do not use the root domain or www as a subdomain.

  2. Instead, configure a subdomain like portal.yourdomain.com or client.yourdomain.com.

  3. In your DNS settings, create a CNAME for the chosen subdomain pointing to the provided Agency Handy workspace URL.

  4. Verify with DNSChecker.org to confirm propagation.

4. Redirect Loop Detected

Problem: Accessing the domain results in an infinite loop of page redirects, preventing the page from loading.

Possible Causes:

  • Conflicting HTTP and HTTPS redirects

  • Misconfigured DNS records

Solution:

  1. Check if there is an HTTP to HTTPS redirect conflict.

  2. Ensure there are no multiple redirect rules set up in DNS and Agency Handy workspace.

  3. Clear browser cache and cookies.

  4. Use Redirect Checker to identify loops.

5. Email Sending Issues (DKIM & SPF Misconfigured)

Problem: Emails sent from Agency Handy using the custom domain go to spam or fail to deliver.

Possible Causes:

  • Missing or incorrect DKIM/SPF records

Solution:

  1. Verify that DKIM and SPF records are added correctly in your DNS settings.

  2. SPF should include Agency Handy's mail servers (include:handy.agency).

  3. DKIM should be published as a TXT record in the format provided by Agency Handy.

  4. Test using MxToolbox.

6. Subdomain Not Working After Setup

Problem: A subdomain (like portal.yourdomain.com) is not accessible after configuration.

Possible Causes:

  • Incorrect CNAME or A record configuration

  • DNS propagation delays

Solution:

  1. Verify that the subdomain is created as a CNAME record pointing to Agency Handy.

  2. Ensure there are no conflicting A or TXT records for the subdomain.

  3. Check DNS propagation and clear local DNS cache.

7. Workspace URL Still Showing After Setup

Problem: After custom domain setup, Agency Handy's default workspace URL is still visible.

Possible Causes:

  • Custom domain not marked as Primary

Solution:

  1. Log into Agency Handy → Workspace Settings → Custom Domain → Verify that the custom domain is marked as Primary.

  2. Clear browser cache or use incognito mode to force a fresh DNS lookup.

  3. Confirm that DNS settings are correct and have fully propagated.

8. Mixed Content Error on HTTPS

Problem: The site is accessible via HTTPS, but some content is blocked or not loading (Mixed Content Error).

Possible Causes:

  • Insecure HTTP links for images, scripts, or other resources

Solution:

  1. Identify insecure content using browser console (Ctrl + Shift + I → Console).

  2. Replace HTTP links with HTTPS in your Agency Handy workspace.

  3. If third-party embeds use HTTP, consider proxying them through HTTPS or using alternative providers.

9. CNAME Conflicts with Existing Records

Problem: When adding a CNAME, a conflict with an existing record is reported.

Possible Causes:

  • CNAME cannot coexist with other record types (e.g., A, TXT) for the same name.

Solution:

  1. Remove any conflicting A or TXT records before adding the CNAME.

  2. If you need both, consider using an ALIAS or ANAME if your DNS provider supports it.

10. Proxy Interference with Custom Domain

Problem: The custom domain is set up correctly but is not accessible, or features like email configuration are failing.

Possible Causes:

  • Proxy services like Cloudflare or other CDNS are masking the real IP and interfering with domain resolution.

Solution:

  1. Log in to your DNS provider.

  2. Turn off the proxy (e.g., disable the orange cloud icon if using Cloudflare).

  3. Ensure the DNS record is set to DNS Only instead of Proxied.

  4. Clear browser cache and test the connection.

  5. Verify with DNSChecker.org to confirm the domain is resolving correctly.

11. Page Not Found (404 Error)

Problem: The custom domain resolves, but Agency Handy shows a 404 error.

Possible Causes:

  • Domain mapping was not completed in the Agency Handy settings.

  • Workspace not published

Solution:

  1. Ensure the domain is mapped correctly in Workspace Settings → Custom Domain.

  2. Verify that the workspace is published and accessible.

  3. Clear browser cache and test from multiple devices.

12. Domain Shows as Disconnected in Software

Problem: The custom domain is accessible from the web, but inside Agency Handy, it shows as Disconnected, preventing email configurations.

Possible Causes:

  • DNS configuration not verified by the Agency Handy

  • Incomplete SSL validation

  • API sync issue between Agency Handy and the DNS provider

Solution:

  1. Verify that all required DNS records (CNAME, TXT) are correctly set up.

  2. Wait for full SSL verification (could take up to 24-48 hours).

  3. Manually refresh the domain status inside Workspace Settings → Custom Domain.

  4. If still disconnected, contact support to trigger a domain resync.

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