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Going Live - Troubleshooting

Last updated 11th May 2021

Objective

If all steps above have been followed and the site still does not resolve (after waiting for the DNS update to propagate), here are a few simple self-help steps to take before contacting support.

Verify DNS

On the command line with OS X or Linux (or using the Linux subsystem for Windows) type host www.example.com:

The response should be something like:

www.example.com is an alias for master-t2xxqeifuhpzg.eu.platform.sh.
master-t2xxqeifuhpzg.eu.platform.sh has address 54.76.136.188

1. If it is not either you have not configured correctly your DNS server, or the DNS configuration did not propagate yet. As a first step you can try and remove your local DNS cache.

2. You can also try to set your DNS server to the Google public DNS server (8.8.8.8/8.8.4.4) to see if the issue is with the DNS server you are using.

3. Try to run ping www.example.com (with you own domain name) if the result is different from what you got form the host www.example.com you might want to verify your /etc/hosts file (or its windows equivalent), you might have left there an entry from testing.

Verify SSL

On the command line with OS X or Linux (or using the Linux subsystem for Windows) type curl -I -v https://example.com (again using your own domain):

The response should be long. Look for error messages. They are usually explicit enough. Often the problem will be with a mismatch between the certificate and the domain name.

Verify your application

On the command line type webpaas logs app and see there are no clear anomalies there. Do the same with webpaas logs error


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