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Troubleshooting Custom Domain Setup and HTTPS/SSL in Web2Chat
Troubleshooting Custom Domain Setup and HTTPS/SSL in Web2Chat

Learn how to troubleshoot Custom Domain setup in Web2Chat.

Avatar of tanazmasaba06
Written by tanazmasaba06
Last updated Jan 16, 2025
Setting up a custom domain and enabling HTTPS/SSL is an essential step to ensure secure, branded access to your Web2Chat platform. This guide will help you troubleshoot common issues that may arise during setup, ensuring a smooth and secure experience for your users.
Note: Custom domain setup is only available with the Remove Branding addon.

Common Issues with Custom Domain Setup

1. Domain Not Resolving

  • Possible Causes:
    • Incorrect DNS settings.
    • Delays in DNS propagation.
  • Troubleshooting Steps:
    1. Confirm the DNS records are configured correctly. Use the settings provided in the Web2Chat dashboard.
    2. Check if the DNS changes have propagated using tools like What’s My DNS.
    3. Ensure no typos in the domain name entered in Web2Chat.

2. CNAME Record Not Configured

  • Possible Causes:
    • The CNAME record is missing or misconfigured.
  • Troubleshooting Steps:
    1. Verify that the CNAME record points to the correct Web2Chat address (e.g., custom.web2chat.io).
    2. Ensure there are no conflicting records (e.g., A or TXT records) for the same domain.
    3. Recheck the instructions for configuring the CNAME record in your DNS provider's dashboard.

3. Domain Conflicts

  • Possible Causes:
    • The domain is already linked to another service or platform.
  • Troubleshooting Steps:
    1. Confirm the domain is not used elsewhere.
    2. Remove conflicting entries in your DNS settings.
    3. Contact Web2Chat support to verify domain linkage.

Common Issues with HTTPS/SSL Configuration

1. SSL Certificate Not Provisioned

  • Possible Causes:
    • Domain setup is incomplete.
    • DNS records are incorrect or not propagating.
  • Troubleshooting Steps:
    1. Ensure the domain is properly configured and resolves to Web2Chat.
    2. Allow 24-48 hours for SSL provisioning after DNS updates.
    3. Verify that there are no duplicate or conflicting DNS entries.

2. HTTPS Not Working

  • Possible Causes:
    • Insecure HTTP traffic is not redirected to HTTPS.
  • Troubleshooting Steps:
    1. Enable automatic HTTPS redirection in the Web2Chat dashboard.
    2. Test the domain with both HTTP and HTTPS prefixes.
    3. Clear your browser cache to avoid viewing outdated settings.

3. Mixed Content Warnings

  • Possible Causes:
    • Insecure elements (e.g., images, scripts) are loaded over HTTP.
  • Troubleshooting Steps:
    1. Identify and update all links on your custom domain to HTTPS.
    2. Use browser developer tools to locate insecure elements.
    3. Update embedded resources (e.g., images, fonts) to use HTTPS URLs.

Verifying Domain and SSL Setup

  1. Test Your Domain:Open your domain in a browser and verify it resolves correctly. Look for the padlock icon to confirm SSL is active.
  2. Use Online Tools:
    • Use SSL checker tools (e.g., SSL Labs) to verify your SSL certificate.
    • Run a DNS lookup tool to ensure your CNAME record points to Web2Chat.
  3. Check Web2Chat Dashboard:Confirm that the domain status is marked as “Active” and SSL is “Enabled” in the settings.

FAQs

1. How long does DNS propagation take?

DNS propagation typically takes 24-48 hours but can vary depending on your DNS provider.

2. What if my domain is still not working after setup?

Double-check your DNS records and confirm there are no conflicting entries. If issues persist, contact Web2Chat support for assistance.

3. Can I use my own SSL certificate?

Web2Chat automatically provisions SSL certificates for your custom domain. If you wish to use your own, contact our support team.
If you need more assistance, feel free to contact our Customer Support.

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