lh-cl-2021 Posted August 26, 2022 Share Posted August 26, 2022 A client has a domain that's managed via cpanel and we're struggling to get the DNS settings to connect properly. I have followed all the how-tos online and everything else is perfect, however it's refusing to connect to the ext-cust.squarespace.com because the cpanel won't accept www as the host name. All A settings have gone through fine, along with the first CNAME - it's just this one that we cannot connect. Does anyone have any experience or solutions for this? Thank you 🙂 Link to comment
paul2009 Posted August 26, 2022 Share Posted August 26, 2022 (edited) 2 hours ago, lh-cl-2021 said: it's refusing to connect to the ext-cust.squarespace.com because the cpanel won't accept www as the host name. This usually occurs when there is already a CNAME record with that hostname. If that is not the issue, please provide us with more information please. For example, a screenshot of the DNS hosting panel showing the error when you try to add the CNAME record. Please include the full panel, including the domain name and other records not just the error. Edited August 26, 2022 by paul2009 About: Squarespace Circle Leader since 2017. I value honesty, transparency, diversity and great design ♥.Work: Squarespace Developer and founder of SF Digital, building the features Squarespace didn't include™. Content: Links in my posts may refer to SF Digital products or may be affiliate links. Catch up on all the release notes and announcements 2023 [for Circle members only]. There's a public version here too!If I helped, you can thank me by clicking one of the emojis below. If you prefer, you can buy me a coffee.Improve your online store with our extensions. Link to comment
lh-cl-2021 Posted August 29, 2022 Author Share Posted August 29, 2022 On 8/26/2022 at 12:15 PM, paul2009 said: If that is not the issue, please provide us with more information please. Thanks so much Paul. This is the error that appears when I add in the second CNAME... If you need more information, please let me know. Link to comment
Annabel Posted August 31, 2022 Share Posted August 31, 2022 Yes, I have the exact same issue! Do you know how to successfully connect using cPanel? Link to comment
paul2009 Posted August 31, 2022 Share Posted August 31, 2022 57 minutes ago, Annabel said: Yes, I have the exact same issue! Hi @lh-cl-2021 and @Annabel As I mentioned in my earlier reply, this error will appear when a record already exists with the same hostname - www in both your examples. Your screenshots don't show all the records but when I do a lookup, both domains appear to have an existing www record (a record with the name www.) and you are therefore being prevented from creating another. This is because you can only have one record per hostname. In the case of www.automatedcontrolsuk.com, there is a CNAME with the record automatedcontrolsuk.com whereas it should be ext-cust.squarespace.com. Instead of trying to create a new CNAME record, you should be able to click Edit beside the existing record and change it. In the case of totalbooks.net.au, you appear to have an A record with the name www. You'll need to delete this before you can create the CNAME. About: Squarespace Circle Leader since 2017. I value honesty, transparency, diversity and great design ♥.Work: Squarespace Developer and founder of SF Digital, building the features Squarespace didn't include™. Content: Links in my posts may refer to SF Digital products or may be affiliate links. Catch up on all the release notes and announcements 2023 [for Circle members only]. There's a public version here too!If I helped, you can thank me by clicking one of the emojis below. If you prefer, you can buy me a coffee.Improve your online store with our extensions. Link to comment
Annabel Posted August 31, 2022 Share Posted August 31, 2022 Thank you so much for your reply and help! One issue, I can't view my A records and thus can't edit the one that says 'www'? It tells me that they successfully register but I don't know how to see them as they are not in my list. Do you know how I can edit them? Link to comment
paul2009 Posted August 31, 2022 Share Posted August 31, 2022 17 minutes ago, Annabel said: One issue, I can't view my A records If you click MANAGE next to your domain name, you should be able to see a list of all current records, filtered by type. If you can't see them, then I recommend you contact your domain name supplier directly. About: Squarespace Circle Leader since 2017. I value honesty, transparency, diversity and great design ♥.Work: Squarespace Developer and founder of SF Digital, building the features Squarespace didn't include™. Content: Links in my posts may refer to SF Digital products or may be affiliate links. Catch up on all the release notes and announcements 2023 [for Circle members only]. There's a public version here too!If I helped, you can thank me by clicking one of the emojis below. If you prefer, you can buy me a coffee.Improve your online store with our extensions. Link to comment
lh-cl-2021 Posted September 11, 2022 Author Share Posted September 11, 2022 On 8/31/2022 at 1:02 PM, paul2009 said: In the case of www.automatedcontrolsuk.com, there is a CNAME with the record automatedcontrolsuk.com whereas it should be ext-cust.squarespace.com. Instead of trying to create a new CNAME record, you should be able to click Edit beside the existing record and change it. Thanks Paul - I've had a look and only one CNAME appears in the list - the verify.squarespace.com one, so I'm unable to edit any existing ext-cust CNAMEs as they're not showing up my side... Is there a way to solve this? Link to comment
paul2009 Posted September 11, 2022 Share Posted September 11, 2022 34 minutes ago, lh-cl-2021 said: I've had a look and only one CNAME appears in the list - the verify.squarespace.com one, so I'm unable to edit any existing ext-cust CNAME The existing CNAME record is named 'www' and whilst this is correct, the data is incorrect as it should include ext-cust as described here. It currently looks like this: If you are unsure how to change this, I recommend that you reach out to your DNS provider for support. About: Squarespace Circle Leader since 2017. I value honesty, transparency, diversity and great design ♥.Work: Squarespace Developer and founder of SF Digital, building the features Squarespace didn't include™. Content: Links in my posts may refer to SF Digital products or may be affiliate links. Catch up on all the release notes and announcements 2023 [for Circle members only]. There's a public version here too!If I helped, you can thank me by clicking one of the emojis below. If you prefer, you can buy me a coffee.Improve your online store with our extensions. Link to comment
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