---
title: "Troubleshooting Custom Domains"
canonical: "https://help.cartinuum.com/space/WC/4538335322/Troubleshooting%20Custom%20Domains"
format: markdown
---
This article describes common issues that may occur when configuring a custom domain for Managed Experience Builder and how to resolve them.

### Domain Status Remains "Waiting for DNS Verification"

#### Symptoms

The Custom Domain screen displays:

Waiting for DNS Verification

even after creating the required DNS records.

#### Possible Causes

- The TXT verification record has not been created.
- The CNAME routing record has not been created.
- One or both records contain incorrect values.
- DNS changes have not yet propagated.

#### Resolution

Verify that:

1. The TXT record exactly matches the values displayed in Managed Experience Builder.
2. The CNAME record exactly matches the values displayed in Managed Experience Builder.
3. No additional characters or spaces have been added.
4. The records have been saved successfully with your DNS provider.

After making any changes:

1. Wait several minutes.
2. Return to the Custom Domain screen.
3. Select Refresh Status.

Some DNS providers may take longer to publish DNS changes.

---

### Domain Status Remains "Activating Your Domain"

#### Symptoms

The Custom Domain screen displays:

Activating Your Domain

for an extended period.

#### Possible Causes

- SSL certificate provisioning is still in progress.
- Domain activation is still being processed.

#### Resolution

Domain activation is usually completed within 10–15 minutes but can occasionally take longer.

Wait and select Refresh Status periodically.

If the status remains unchanged for more than one hour, contact Cartinuum Support.

---

### My Domain Does Not Open

#### Symptoms

The custom domain does not load in a browser.

You may see:

- "This site can't be reached"
- DNS errors
- Connection failures

#### Possible Causes

- The CNAME record has not been created correctly.
- DNS changes have not propagated.
- The domain has not yet been activated.

#### Resolution

Verify that:

- The custom domain status is Active.
- The CNAME record matches the value displayed in Managed Experience Builder.
- The DNS record exists within your DNS provider.

You can also test the domain from another network or device to rule out local DNS caching.

---

### HTTPS Certificate Warning

#### Symptoms

Your browser displays a certificate warning when opening the custom domain.

#### Possible Causes

- Domain activation has not completed.
- SSL certificate provisioning is still in progress.
- The domain is not pointing to the correct destination.

#### Resolution

Verify that the custom domain status is Active.

If the domain has only recently been activated, wait several minutes and try again.

If certificate warnings continue after activation is complete, contact Cartinuum Support.

---

### My Application Opens Using the Cartinuum URL Instead of My Custom Domain

#### Symptoms

The application is accessible, but the URL uses a Cartinuum-managed domain rather than your custom domain.

#### Possible Causes

- The custom domain has not yet been activated.
- The application was opened using an existing bookmarked URL.
- Browser caching is directing you to an older address.

#### Resolution

Verify that:

- The custom domain status is Active.
- You are opening the application using the custom domain URL.
- Any existing bookmarks are updated.

Once a custom domain is active, deployed applications can be accessed using the custom domain.

---

### DNS Records Look Correct But Verification Fails

#### Symptoms

DNS records have been created, but verification does not complete.

#### Possible Causes

- DNS records were created in the wrong DNS zone.
- The DNS provider automatically modified the record values.
- The domain entered in Managed Experience Builder does not exactly match the configured DNS records.

#### Resolution

Review the DNS records displayed in Managed Experience Builder and compare them carefully with the records in your DNS provider.

Common issues include:

- Missing subdomains
- Additional domain suffixes
- Truncated record values
- Typographical errors

If necessary, delete and recreate the records.

---

### I Need to Change My Custom Domain

#### Symptoms

You want to replace the current custom domain with a different domain.

#### Resolution

Open the Custom Domain section and cancel the current configuration.

You can then start the setup process again using a new domain.

A new set of DNS records will be generated for the replacement domain.

---

### Still Need Help?

If you are unable to resolve the issue, contact Cartinuum Support and provide:

- Your subscription ID
- The custom domain being configured
- Screenshots of the Custom Domain screen
- Screenshots of the DNS records created with your DNS provider

Providing this information will help the support team diagnose the issue more quickly.