Subdomain site cannot be reached

Asked by:
HubFans / n/a Points
2018-05-03 2:10 am EST
Website Troubleshooting
My subdomain keeps showing the error "This site can't be reached server IP address could not be found ERR_NAME_NOT_RESOLVED". When I set it up I tested it and it seemed alright but then I got a few complaints that it didn't work so I checked it again and sure enough it wasn't working. I began searching your help site for a solution it but didn't find anything about subdomains. When I went back to the window it had loaded. Each day since its done the same thing. It consistantly fails to load seemingly for several minutes after your first try on any given day.

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12,339 Points
2018-05-03 4:34 pm EST

Thank you for your question regarding issues reaching a subdomain. I recommend clearing your browser cache, or testing with a different browser such as Chrome, Firefox, Safari, etc.

Thank you,

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Thanks for getting back to me. I have tried both of these. Also both a friend and a stranger have tried it from their own computers and had the same issue.

I haven't been able to 100% confirm but the problem seems to be unrelated to which browser is used. It fails the first time I try to load the page it and then it works across the board. (I tried chrome, firefox, edge, and internet explorer in that order)

Tonight i'll do some trouble shooting, close everything and then start with a different browser and if that doesn't change I'll try rebooting and do the same and report back with the results.

It looks to me though like the server is getting a request and not giving a response until it is asked again.
9 Points

2018-05-03 8:40 pm EST
We spent some time testing the site and were unable to replicate any errors. PHP error logs may provide additional info or error information.

Thank you,
12,339 Points
2018-05-03 8:55 pm EST
Ok, so I closed all of my web browsers just after I posted last and just now reopened them (to a default homepage) starting with internet explorer this time. None of them gave the error so I rebooted and tried again. Still didn't recreate the issue. After clearing caches and rebooting it would seem not to be a client side or related issue but I'll try again tomorrow just to be sure it isn't chrome.

I've also gone through my logs for May and April and looked at each status code that appears. It doesn't look like any of them are related to the issue.

I found 200,206, and 304 codes that all appear to be normal working statuses.
I've found 404s but confirmed using regex and match counts that all instances of them are for the nonexistant favicon.ico.
There was also a single 406 code generated by a request from a discord bot rather than from a person.

The error code ERR_NAME_NOT_RESOLVED leads me to believe that request didn't make it to the site the first time. Maybe it has something to do with the way subdomains are resolved into ip addresses?

If you still think it may be php related and if you don't already have access to them, I could send you the logs. Just let me know how to get them there.

Thanks again for your help so far.
9 Points

2018-05-04 2:33 am EST

619 Points
2018-05-04 5:33 pm EST

Thanks for posting your question regarding the ERR_NAME_NOT_RESOLVED error you are receiving when accessing your subdomain. I'm sorry to see that you are experiencing difficulties with it.

I have reviewed your subdomain using the Temporary URL and it appears to be loading. I also successfully loaded the website using the subdomain itself. However, when reviewing your subdomain's DNS records, it seems that the subdomain record is not propagated fully. You may need to wait 24 hours for those records to populate. Otherwise, if it has been over 24 hours since you created the record, I recommend you contact Technical Support to further troubleshoot the DNS records, rather than the server (which is working fine).

I hope this helps!

Carlos D

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Thanks again for your help. I did setup the subdomain last Sunday (4/29/2018) and last recreated the problem on Thursday (5/3/2018) but I wasn't able to recreate it today.

Hopefully thats all it was and its worked its self out but I'll check on it over the next couple of days and contact support if it happens again. If it does, I'll also post whatever I find here incase its of use to anyone else in the future.
9 Points

2018-05-05 6:43 am EST
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