When your website goes down or gets stuck on "Pending," it creates an unexpected barrier between you and the people you serve. If your domain or SSL certificate isn't updating, it usually just means your DNS settings need a quick adjustment to point toward Subsplash. This guide will help you clear up these connection issues so you can get back to sharing your message and staying connected with your people.
Verifying and Correcting DNS Records
To ensure your domain points correctly to Subsplash, you will need to log in to your domain host or registrar (this is the separate service where you purchased your domain, e.g., GoDaddy or Namecheap) and check your DNS settings. Review the steps below for a few spots to check:
Log in to your domain registrar or host.
Check your domain forwarding settings. Make sure to delete or remove any forwarding set up for your domain. There should not be any domain forwarding set up, as this could overwrite the DNS records.
Locate the DNS management section for your domain in your registrar's dashboard.
Add or verify these two essential A records:
Host: @ → Points to 35.164.64.246
Host: www → Points to 35.164.64.246
Remove any conflicting records:
Eliminate any A records, other than those listed above, with the host field set to @ or www. If there are any A-type records pointed to something other than @ or www, send a screenshot to Subsplash Support, and we can let you know if that should be removed or not!
You must also remove any AAAA records (IPv6 address records), as these will interfere with your connection.
Additionally, remove any CNAME record with the host value www. Your host will not allow you to create the required www A record until this conflicting CNAME is gone.
Once the necessary updates are made, ensure you save the settings.
DNS changes often have a delay before they take effect. This can be around 15 minutes or as much as 24-48 hours, depending on your domain host.
Troubleshooting Domain Disconnects
If your domain suddenly stopped working after previously functioning perfectly, a few underlying factors at your domain host might be the culprit.
Check your billing & expiration status
One of the most common causes of a sudden domain disconnect is an expired domain. This usually happens if your host encounters trouble billing your payment method on file during an automatic renewal attempt. Log in to your registrar to ensure your domain is active and fully paid for.
Inspect your nameservers
Take a look at your nameservers, which essentially decide who truly controls your domain's DNS records.
Default Nameservers: This tells the domain to follow the DNS records directly at your domain host. This is what you want to use most of the time!
Custom Nameservers: This forwards control of your DNS records to a completely different third-party service.
Either option is valid, but you must ensure you are editing the DNS records at the specific provider your nameservers are pointing to.
Enabling SSL & Managing Propagation
After updating your DNS records, navigate back to your Subsplash Dashboard to finalize the connection and secure your site with an SSL (Secure Sockets Layer) certificate, which encrypts data and keeps your site trusted. Otherwise, site visitors may see something like this:
Navigate to Settings > Domain Names within SnapPages to see if your new records are detected.
Toggle on the SSL switch next to your domain settings.
Wait for propagation (the time it takes for internet servers worldwide to update your new info). SSL typically takes 10–15 minutes to activate, but can take up to 24 hours.
If your SSL remains stuck as Pending for longer than 24 hours, try a quick SSL reset! Click Remove Domain in your SnapPages settings, click Add a Domain Name to add it right back, and toggle the SSL switch on again. This clears up temporary sync glitches, and your site should secure itself within 30 to 60 minutes!
If the SSL reset does not resolve the issue, then there are some DNS records blocking the SSL. Refer back to the top section and make sure the DNS records are correct!
Verify your SEO configuration
Sometimes a blank SEO setting can cause connection hiccups with the SSL. Navigate to Settings > SEO within SnapPages and check the Primary Domain field. If this field is completely blank, select your domain from the dropdown menu. You will see two versions listed (with and without the "www"). Either option works beautifully, but the selection should not be left blank! Once selected, click Save at the top right.
If none of these troubleshooting steps resolve the SSL errors, please contact Subsplash Support for further assistance.
FAQs
What are the most common causes for an SSL getting stuck at Pending Activation?
The most common culprits behind a stuck SSL certificate include:
Extra or incorrect A records in your registrar dashboard.
The presence of conflicting AAAA records.
Active domain forwarding rules set up at your registrar.
Natural DNS update delays (your recent changes are still spreading across the internet).
What can I do to prevent my website from experiencing unexpected downtime?
You can keep your website running smoothly by following these preventative tips:
Regularly monitor your domain host settings to ensure no unintended changes are made.
Avoid overlapping management between multiple DNS hosts to simplify your configuration, reduce technical errors, and save money!
Keep your contact and billing information up to date with your domain host to avoid service disruptions.
What should I do if these steps don't fix my connection?
If your unique scenario is not covered here, or if you followed these steps and your website is still down, please reach out to Subsplash Support. There might be a more niche issue occurring behind the scenes, and our team would be happy to take a look and get you squared away!