DNS issues and delayed SSL provisioning

Support
1

Hi team,

My client has recently added a new custom domain name to their account. Both the domain name and its DNS are managed by an external service (not Netlify)

We’ve set up a CNAME record for the www subdomain, and the apex domain has an A record pointing the IP for the load balancing service, as per the instructions.

It looks like the DNS has propagated because the ‘external DNS warning’ has disappeared but there is still no SSL - I’ve clicked the button to verify DNS but it says “We can’t provision a certificate until your DNS configuration is pointing at the Netlify servers and the changes have propagated”.

Details are:

My client is reporting that it loads on some devices but not others, and when I try and access the website across a different set of browsers/VPNs etc. I get the same experience - it seems to intermittently connect

Could you let me know where the issue is? I suspect it’s a problem with the DNS config. Let me know if you need any more info - Thank you!

2

What you described sounds like a DNS propagation problem, not something Nelify can control. Your site appears to be working fine.

3

Thanks for checking!

The SSL certificate was provisioned automatically a couple of hours ago, so that’s now unblocked. What did help from my side is that I’d set the apex domain as the primary domain - which I now know goes against Netlify’s best practices. I’ve changed the primary domain to the www sub - this, along with the SSL being set up seems to have fixed the problem I reported. If my client continues to report issues I might have to post here again, otherwise thank you very much for looking into it!