This article covers domain problems. If you do not find a solution here, try the guides DNS – Troubleshooting and Webhosting – Troubleshooting.
In this article you will learn:
- How to find the cause of a domain problem
- How to solve domain problems during:
- Frequently Asked Questions
Diagnosing domain problems
You can often recognize a non-functioning domain by the browser error page saying that the site is unavailable. It usually prompts you to check the address (or your internet connection) and shows a button Try Again, or something similar. Some browsers display the error code DNS_PROBE_FINISHED_NXDOMAIN.
If incorrect content is displayed on the domain, it is most likely a DNS problem or a web hosting problem.
To run a system diagnostic of the domain, you can use the tool in the Customer Administration. You can find the guide in the article Domains – Diagnostics.
Solving domain problems
Domain problems most often occur in connection with changes, that is, during registration, transfer, expiration and DNS changes. Domain operation may also, based on its own rules, be restricted or completely stopped by the domain registry.
Domain registration
After you register a new domain, it takes a while (usually tens of minutes to a few hours) for its DNS to propagate across the whole Internet. An error where the browser reports an unavailable domain is therefore common right after registration and goes away on its own. If the domain still cannot be found several hours after registration, make sure the registration really went through, that is, that the domain is paid for and is listed in the Customer Administration as active.
After registration, generic domains may require verification of the domain owner’s email address. This verification is done through a link sent in a message to the address being verified. You can find more information in the article Domains – gTLD Domain Owner Email Verification.
Domain transfer
A domain transfer in itself has no effect on its DNS. If the domain stops working after a transfer, the most common reason is that the original registrar has switched off DNS services for that domain.
After transferring a domain, we recommend that you:
- If the domain’s DNS servers will not otherwise continue to be operated (for example by a hosting provider), change the DNS servers (NSSET) to WEDOS.
- Check the DNSSEC settings.
After a transfer, generic domains may require verification of the domain owner’s email address. This verification is done through a link sent in a message to the address being verified. You can find more information in the article Domains – gTLD Domain Owner Email Verification.
Domain expiration
The most common cause of domain problems is expiration. Sooner or later, the registry disconnects expired domains from DNS, which makes them stop working. The exact time at which this disconnection occurs depends on the domain extension; you can find it in the following domain expiration table:
| Domain | DNS active | DNS disconnected | Preparing for deletion*** | Deletion in progress | Removed |
|---|---|---|---|---|---|
| CZ | Days 1 to 30 | Days 31 to 60 | – | – | Day 61* |
| SK | – | Days 1 to 40 | – | – | Day 41 |
| EU | – | Days 1 to 40 | – | – | Day 41 |
| PL | – | Days 1 to 30 | – | – | Day 31 |
| gTLD, nTLD** | Days 1 to 8 | Days 9 to 29 | Days 30 to 60 (deleted from the administration) | Days 61 to 65 | Day 66 |
| Subreg domains | – | Days 1 to 7 | Days 8 to 37 (deleted from the administration) | Days 38 to 42 | Day 43 |
** gTLD: generic domains COM, NET, ORG, INFO, BIZ; nTLD: new generic domains, e.g. NAME, ONLINE, WEBSITE…
*** During this period, the registry charges a restoration surcharge for domain renewal in addition to the regular fee.
If you renew the domain by paying the payment request while DNS is disconnected but the domain is not yet in a later phase (preparing for deletion, deletion in progress, removed), it behaves like a newly registered domain – it again takes from several tens of minutes to a few hours for DNS to propagate, but the problems disappear on their own during that time.
If you do not have the payment request available, change the domain billing details (video tutorial). The system will immediately issue and send a new invoice.
If you do not see the domain in your customer account, move it following the guide Domains – Moving Between Accounts Using the Authorization Code.
DNS changes
The most common causes of DNS-related problems are:
- DNS servers. Make sure you know which DNS servers the domain uses. If a change has occurred in the last 48 hours, for example due to a setting change at the registrar or registry (DNS servers taken down because of expiration or for another reason), keep in mind that the change may not yet have propagated correctly across the whole internet. If the problems persist for more than 48 hours, check the status of the domain itself, or ask Support via the form ⧉ to have the DNS servers propagated again. Include the domain name in your request.
Always set the DNS servers of a single provider for the domain. If you want to use a DNS server provider other than WEDOS, remove all of these servers from the list: ns.wedos.net, ns.wedos.cz, ns.wedos.eu and ns.wedos.com.
- DNSSEC. Changes to a domain can negatively affect security provided by DNSSEC. If the domain uses this protection, try turning it off following the guide Domains – DNSSEC. After you have resolved the problem and completed any other actions on the domain, you can turn DNSSEC back on.
- DNS records. Problems with DNS records, such as incorrect routing of the website or email, are covered by the guide DNS – Troubleshooting.
Restrictions imposed by the registry
In some cases, a domain can be taken offline (blocked) directly by the registry. This typically happens for the following reasons:
- Violation of the domain registry’s terms. The most common violation of registry terms is providing false personal data, for example to hide the owner’s identity. If this is your case, correct the data of the relevant domain contact, contact the support of the given registry and ask them to review it and restore the domain’s operation.
- A decision by a court or another competent authority. Domain operation may be suspended, for example, because of copyright infringement or violation of other laws.
If a domain’s operation is blocked or suspended by a decision of the registry, a court or another authorized authority, the WEDOS registrar cannot intervene in the matter or influence it. However, it is obliged to provide the necessary cooperation, for example by handing over information or documents, in accordance with the requirements of the registry or the relevant authorities.
Frequently Asked Questions
How can I rescue a domain in the Preparing for Deletion stage?
Generic domains (gTLD and nTLD) go through this phase, and it can be reversed. However, in addition to the domain renewal fee, the registry requires a special restoration fee. You can find its amount in the price list of domain add-on services.
What if nothing in the guide helped?
If you did not find a solution here, try the guides DNS – Troubleshooting and Webhosting – Troubleshooting.