AtomicEdge

Documentation

DNS Troubleshooting

Fix common DNS configuration problems and get your protection working.

Site Not Loading After DNS Change

Symptoms

  • Website shows error page or doesn't load
  • "This site can't be reached" error
  • Timeout errors

Solutions

Wait for DNS Propagation

  • DNS changes can take up to 48 hours to fully propagate
  • Try accessing your site from different devices/networks
  • Use incognito/private browsing to avoid cached results

Check Backend IP Configuration

  1. Go to AtomicEdge dashboard → Sites → Your Site
  2. Verify Backend IP matches your actual server IP
  3. Test server directly - Visit your server IP directly
  4. Update if changed - Server IP may have changed

Clear Browser Cache

  • Hard refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
  • Clear cache: Browser settings → Clear browsing data
  • Try incognito: Open site in private/incognito window
  • Different browser: Test with Chrome, Firefox, Safari

Some Visitors See Old Site

Symptoms

  • Some users see the old site, others see the new protected site
  • Inconsistent behavior across different locations
  • Works for you but not for others

Causes and Solutions

DNS Propagation in Progress

  • Normal behavior: Different locations see changes at different times
  • Wait 24-48 hours: For complete global propagation
  • Check propagation: Use whatsmydns.net to see global status

ISP DNS Caching

  • ISP delays: Some internet providers cache DNS longer
  • User solutions: Users can change DNS servers to 8.8.8.8 or 1.1.1.1
  • Temporary: Usually resolves within 24-48 hours

CDN or Proxy Conflicts

  • Cloudflare users: Ensure proxy is disabled (grey cloud)
  • Other CDNs: May need to update their configuration
  • Contact CDN: Update their settings to point to AtomicEdge

Website Shows AtomicEdge Error Page

Symptoms

  • Site loads but shows AtomicEdge error message
  • "Backend server unreachable" error
  • 502 or 503 error codes

Solutions

Backend Server Issues

  • Check server status: Ensure your origin server is running
  • Test direct access: Visit your server IP directly
  • Restart services: Web server (Apache, Nginx) may need restart
  • Check server logs: Look for errors in server error logs

Firewall Blocking AtomicEdge

  • Allow AtomicEdge IPs: Configure firewall to allow our IP ranges
  • Check hosting firewall: Many hosts have built-in firewalls
  • Contact hosting provider: They may need to whitelist our IPs
  • Test connectivity: We can test if we can reach your server

Wrong Backend IP in AtomicEdge

  1. Verify backend IP in AtomicEdge dashboard
  2. Check actual server IP - May have changed
  3. Update if different - Save new backend IP
  4. Test after update - Should resolve within minutes

SSL Certificate Errors

Symptoms

  • "Not secure" warning in browser
  • SSL certificate errors
  • Mixed content warnings

Solutions

Certificate Still Generating

  • Wait 1-5 minutes: SSL certificates take time to generate
  • Check dashboard: SSL status should show "Active"
  • Refresh browser: Hard refresh after certificate is ready

Domain Validation Issues

  • DNS must point to AtomicEdge first: Certificate can't generate until DNS is correct
  • Check DNS propagation: Use DNS checking tools
  • Wait for propagation: Then certificate will generate automatically

Mixed Content Problems

  • Update HTTP links: Change to HTTPS or relative URLs
  • Check images/scripts: Ensure all resources use HTTPS
  • Review plugins: WordPress plugins may load HTTP content
  • Test thoroughly: Check all pages for mixed content

DNS Provider Specific Issues

Cloudflare Problems

Proxy Still Enabled

  • Turn off proxy: Click orange cloud to make it grey
  • DNS only mode: Disable Cloudflare's proxy feature
  • Point to AtomicEdge: Update A record to AtomicEdge IP

Conflicting Settings

  • Page rules: May interfere with AtomicEdge
  • Security settings: May conflict with our WAF
  • Recommendation: Disable Cloudflare proxy for best results

GoDaddy Problems

Forwarding Enabled

  • Disable forwarding: Turn off domain forwarding
  • Use DNS management: Switch to DNS record management
  • Update A records: Point to AtomicEdge IP

Parking Page Active

  • Remove parking: Disable GoDaddy parking page
  • Enable DNS: Switch to DNS management mode
  • Configure records: Set up proper A records

Namecheap Problems

URL Redirect Active

  • Disable redirects: Turn off URL redirect service
  • Use Advanced DNS: Switch to Advanced DNS management
  • Set A records: Configure proper DNS records

Advanced Troubleshooting

DNS Cache Issues

Flush Local DNS Cache

# Windows
ipconfig /flushdns

# Mac
sudo dscacheutil -flushcache

# Linux
sudo systemctl restart systemd-resolved

Router DNS Cache

  • Restart router: Unplug for 30 seconds, plug back in
  • Change DNS servers: Use 8.8.8.8 and 1.1.1.1
  • Wait for refresh: Router cache usually clears in 24 hours

Network Connectivity Testing

Test from Different Networks

  • Mobile data: Test using phone's cellular connection
  • Different ISP: Ask friend to test from different internet provider
  • VPN: Use VPN to test from different geographic location

Command Line Testing

# Test connectivity to AtomicEdge
ping your-waf-endpoint-ip

# Trace network path
traceroute your-domain.com

# Test HTTP response
curl -I http://your-domain.com

When to Contact Support

Immediate Support Needed

  • Site completely down for more than 2 hours after DNS change
  • SSL errors persist after 24 hours
  • Backend unreachable errors with confirmed working server

Information to Provide

  • Domain name you're trying to configure
  • Current DNS records (screenshot from DNS provider)
  • Error messages you're seeing
  • When you made the DNS changes
  • Your server/hosting provider information

Prevention Tips

Before Making DNS Changes

  • Lower TTL: Set TTL to 300 (5 minutes) before changes
  • Plan timing: Make changes during low-traffic periods
  • Backup settings: Screenshot current DNS settings
  • Test backend: Ensure origin server is working properly

After Making Changes

  • Monitor closely: Watch for issues in first 24 hours
  • Test thoroughly: Check all site functionality
  • Document changes: Keep record of what was changed
  • Increase TTL: Raise TTL back to higher value (3600+) after success

Need Help?

  • 💬 Live Chat: Get immediate help with DNS issues
  • 📧 Email Support: Send detailed problem description
  • 📞 Emergency Line: Critical issues affecting live sites
  • 🛠️ Managed Service: We can handle DNS configuration for you (Enterprise)