topic Re: Website not displaying after updating DNS records in Blog, Website & Page Publishing

Website not displaying after updating DNS records

Morteza — Fri, 02 Feb 2024 20:38:35 GMT

Dear HubSpot Community,

I have updated the DNS records on my website to point to HubSpot servers for over 72 hours.

Upon checking my website, it is not accesaable. The DNS record showing that the recrds are being updated!!
My website domain is granularconsulting.ca.

Can someone please take a look and explain why my domain registrar and HubSpot Hosting servers are not communicating?

I appreciate any fix put in place here.

Cheers,

Morteza Mazloumian

Re: Website not displaying after updating DNS records

Jnix284 — Sun, 04 Feb 2024 18:17:10 GMT

Hi @Morteza there are two likely causes that your website isn't available at granularconsulting.ca even after the DNS is updated.

1- the language slug is being used in the URL

Settings > Website > Domains & URLs > Language Settings tab

Make sure you aren't using the prefix in the slug for your domain language - if you have your website configured in multiple languages, I'd need more info to provide better guidance here (what languages, how many, what's the default).

2- the home page has a content slug when it should be blank

Marketing > Website > Website Pages > open your home page in the editor > click Settings

From General, find Page URL and make sure Content slug is blank:

Please let me know if this doesn't resolve the issue.

Re: Website not displaying after updating DNS records

Morteza — Sun, 04 Feb 2024 19:52:11 GMT

Hi Jennifer,

Thanks for the reply.

I confirm that I do NOT have multiple languages configured in my website. I have disabled the language slug in the URL as you advised.

However, I was not able to find the content slug in home page/page URL.

I cannot find "Website > Website Pages" under "Marketing".

Here is what I see under Marketing: (As you can see below, I dont have "Websiite" under "Marketing".

Can you please provide a step-by-step illustration of where I can find it.

Thanks,

Morteza

Re: Website not displaying after updating DNS records

Jnix284 — Sun, 04 Feb 2024 20:24:22 GMT

Hi @Morteza happy to help - I didn't realize you had the new navigation experience in HubSpot (with the navigation on the left).

You'll find it under Web Content where you built your website pages, then open your home page to find the individual settings for that page.

Re: Website not displaying after updating DNS records

Morteza — Sun, 04 Feb 2024 21:17:42 GMT

Thanks for the prompt response, Jennifer!

I was able to fine it now. The current slug filed is empty (pls see below).

But my website is still not working.

Is there anywhere else I should check to make sure my website is back online?

Thanks for your help again.

Morteza

Re: Website not displaying after updating DNS records

Jnix284 — Sun, 04 Feb 2024 21:59:18 GMT

you're welcome @Morteza, and thanks for checking the settings.

I've also tried accessing your website in case it was a cache issue, it also doesn't work for me.

Can you share a screenshot of the DNS configuration to confirm it is properly connected?

Updating your DNS usually takes 24-48 hours, sometimes upward of 72 and sometimes it's almost immediate within minutes - since it's been quite a long time for you already and we've checked the language and page settings, I think it would help to confirm the DNS configuration as a next step.

Re: Website not displaying after updating DNS records

Morteza — Sun, 04 Feb 2024 22:55:57 GMT

Thanks Jennifer.

Please see the snip below for DNS settings.

Morteza

Re: Website not displaying after updating DNS records

Jnix284 — Sun, 04 Feb 2024 23:29:48 GMT

Thank you @Morteza and does it also show in HubSpot that the connection is connected?

As another check, can you provide the URL for a page other than the home page?

Did you migrate from another website CMS or is this a new website completely?

Re: Website not displaying after updating DNS records

Morteza — Sun, 04 Feb 2024 23:47:03 GMT

Thanks Jennifer.

According to Hubspot, my website connection is showing as connected (please see the screenshot below).

Here's the link to the about page on my website: granularconsulting.ca/about.

Just to clarify, my website is not a new one created in Hubspot. It is hosted by Bluehost. Last week, I pointed it to Hubspot to run a marketing email campaign, but since then, it has been inaccessible.

I really appreciate your help in troubleshooting this issue.

Thank you,
Morteza

Re: Website not displaying after updating DNS records

Jnix284 — Mon, 05 Feb 2024 01:12:12 GMT

Hi @Morteza Now I'm a little confused, you shared a screenshot of your home page settings built in HubSpot - you're saying it wasn't built in HubSpot, but it's built with bluehost?

Bluehost is a domain provider (like GoDaddy), but it uses WordPress as a website builder - is there another way you've built your website outside of HubSpot?

Regardless, if your website is built outside of HubSpot and uses the same domain that you connected to HubSpot, then it won't work.

If you only need to send email marketing campaigns from HubSpot and your website is NOT built with HubSpot, then you wouldn't connect your primary domain, instead you would only connect it as an email sending domain.

Based on your previous screenshot though, it looks like you've built your website using HubSpot - sorry for any confusion, just trying to understand where your website is built so we can get the DNS sorted properly.

Re: Website not displaying after updating DNS records

Morteza — Mon, 05 Feb 2024 01:22:18 GMT

I am sorry for the cofusion.

My website domain provider is Bluehost. The website uses WordPress as a website builder.

I have created a landing page to use on my marketing email campaign and wanted to pupulate that on my website.

I contacted Hubspot help center and they advised I need to have my website pointed to Hubspot server in order to show the landing page.

I then contacted Bluehost support and have them update the DNS as you can see.

So, to answer your question, my website is built outside of HubSpot.

I did not intent to move my domain to Hubspot. All I wanted to do was to populate the landing page created in Hubspot on my website.

I am really confused and I just need to know how to get website back up and runnig again.

I apologise for the confusion again.

Thanks,

Morteza

Re: Website not displaying after updating DNS records

Jnix284 — Mon, 05 Feb 2024 01:45:31 GMT

@Morteza Thank you for the additional details, here are the steps you need to follow:

1 - remove the CNAME record you added for HubSpot that points the www. and disconnect the domain you've added in HubSpot (except for email sending)

2 - add the CNAME record from BlueHost to point the www. back to your WordPress site

3 - connect a subdomain for landing pages, something like info.granularconsulting.ca, to HubSpot and follow the steps to create the CNAME record

A root domain (granularconsulting.ca) and subdomain (www.) can only point to one CMS at a time, so if your website is in WordPress, you can't use the same subdomain for your HubSpot landing pages.

You will need a unique subdomain for HubSpot to replace the www. part of your website URL - there isn't a way to use the same one for both.

Once you follow these steps, your previous website should be visible again and you can then publish a landing page to your new subdomain.

I'm sorry I didn't catch on to the full situation sooner, hopefully you can get it up and running again pretty quickly!

Re: Website not displaying after updating DNS records

Morteza — Mon, 05 Feb 2024 18:20:50 GMT

Hi Jennifer,

Thank you for providing the solution. I managed to get my website back.

I was hoping you could also help me with the landing page issue.

Here is the link to a landing page I have created in Hubspot.
https://granularconsulting.ca/supply-chain-manufacturing-consulting-0

After pointing the DNS back to Bluehost, I get page not found error when clicking on the link.

Can you please guild me thru the Hubspot settings to get this work.

Many thanks for your continual assistance.

Morteza

Re: Website not displaying after updating DNS records

Jnix284 — Mon, 05 Feb 2024 19:03:26 GMT

Hi @Morteza I'm glad you were able to get your website back up and running.

To make the landing page visible, you'll have to connect a subdomain.

That means you have to add something in front of the root domain, like this:

subdomain.granularconsulting.ca

Without a subdomain, you won't be able to keep your website hosted outside of HubSpot and have landing pages published to the same domain inside of HubSpot.

To create a subdomain, connect a primary domain for landing pages in HubSpot, type in the subdomain that you want to use, and then follow the steps to create the CNAME records in BlueHost.

Re: Website not displaying after updating DNS records

Morteza — Mon, 05 Feb 2024 21:31:42 GMT

Thanks Jennifer.

I have created a subdomain and connected to Hubspot as you advised.

My landing page is still not working, eventhough it shows that it is published (see below).

Here is what I have under Advance Option settings:

I am not sure if I know how to connect a primary domain for landing pages in HubSpot. Can you please advise what am I missing in the settings?

Thanks,

Morteza

Re: Website not displaying after updating DNS records

Jnix284 — Mon, 05 Feb 2024 21:48:06 GMT

Hi @Morteza you have the primary domain connected properly for Landing Pages, this is what I was referring to:

Your page is live here (I can see it):

https://info.granularconsulting.ca/supply-chain-manufacturing-consulting-0

I would update the "Content slug" from the page editor > settings to remove the "-0" from the end of the URL to clean it up.

You should be all set now, if you can't see the page, it's due to your browser cache and this link should resolve that for you to review:

https://info.granularconsulting.ca/supply-chain-manufacturing-consulting-0?hsCacheBuster=6557

If you want to use the direct link, you'll need to clear your browser cache.

Re: Website not displaying after updating DNS records

Morteza — Mon, 05 Feb 2024 22:40:29 GMT

Thank you Jennifer!

It finally worked!

You have been an amazing help along the way and I can't thank you enough for your patient and assisstance with me.

Best,

Morteza

Re: Website not displaying after updating DNS records

Jnix284 — Mon, 05 Feb 2024 22:42:53 GMT

You're welcome @Morteza, I'm so glad everything is working properly now!

I'm so happy we could work through this and get your website restored with the new subdomain connected.

Have a wonderful rest of the week!

Jennifer