Having issues with trying to point my 1and1 domain to Yola in order to publish my Yola site.

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I have seen past posts about similar issues, but the answers given (about 2 or 3 years ago) do not seem current.  I have a 1and1.com domain that I am trying to point to Yola so I can then publish my Yola site.  I have done this before with 2 other 1and1 domains that I have successfully pointed to Yola to publish.  For some reason, this new domain is having issues.

Yola's instructions mention using two A records on 1and1's dashboard and inputting Yola's IP address into both of them.  1and1, however, has told me that they only use one A record field and do not offer two A record fields.  1and1 also told me that it looks like I have entered in the Yola IP address correctly in the A record (under DNS settings) and that my site is pointing to Yola.  When I enter my domain (adriennedancer.com) into a web browser, I get this message showing that the domain is pointing to Yola.  

However, when I try to publish the site on Yola, when I choose the "have my own domain" option, I get an error message that the domain isn't pointed correctly--but the domain is pointing to Yola's IP address.

I am about to pull out all my hair because 1and1 tells me that everything on their end looks correct and that it's a Yola issue.  Yola's technical support has been giving me incorrect info throughout this and has just been replying to my support inquiries with canned, copied and pasted replies.  What I was told by Yola technical support which is not correct:

1.) saying that 1and1 has two A record fields (which is not the case)

and 2.) now that Yola's technical support has realized that 1and1 only has one A record field to enter in a Yola IP address, now I'm being told to enter the Yola IP address into both an A record field -and- a CNAME field.  But, that's impossible since on the 1and1 site, they only give you an either/or option (to use either an A record or the option to use a CNAME... and the CNAME is just a domain name, not an IP address where I would be able to point my 1and1 domain to Yola's IP.

I am not a computer proficient person at all, but the answers I have been getting from Yola's technical support have been questionable at best.  I am also not sure why my past Yola published sites using 1and1 domains have worked just using the Yola IP address in the A record field.

Has anyone else recently successfully pointed your 1and1 domain to Yola and published your site?  I'm about to buy the domain www.ijustwanttopublishmysite.com 
PS: Yola needs to update the pointing 1and1.com domains instructions since they are not correct or current.  There are not two A records with 1and1.

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Adrienne

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Posted 4 years ago

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Laura Thomas, Social Media Coordinator

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Hi Adrienne, 

In order for domain pointing to be successful Yola does require 2 A records. This is to ensure that your website is returned regardless of whether your visitors enter your domain with a www prefix or not. 

It sounds likely that 1and1 has made changes or updates to their domain management interface that's making it difficult to point your domain. This would also cause our 1and1 specific instructions to be incorrect. For our side, what our team has told you is correct, 2 A records pointing to 184.72.229.176 is necessary. One A record pointing to our IP will show you the message you pictured above which can cause confusion because publishing will continue to fail until 2 A records are set up. 

Without access to a 1and1 account I am unable to look into how you can attach both A records but I have asked our documentation team to take a look for you. We will reply to you via your open support case.
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Laura Thomas, Social Media Coordinator

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Great news Adrienne! Your site is published now. Our best guess is that 1and1 updated your www with the second A record on their end, and now that it's propagated your site is available. Propagation can take up to 48 hours. 
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Adrienne

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Does this look like it's working? I can now "publish" my site using the Yola dashboard, but instead of showing my Yola-designed site, my domain shows ad links to various Muslim religious topics. I'm not sure if I should laugh or be upset.

I am losing bookings and business as people go to my domain. I've been trying to get my Yola site up and running for close to a week but something as simple as pointing a domain to Yola has been harder to do than sending someone to the moon.

Many Yola customers have 1and1 purchased domains, yet Yola's technical support staff don't seem to know how to work with the 1and1 domains. The Yola site instructions for 1and1 purchased domains are outdated and incorrect. Please have Yola technical support communicate better to 1and1's and please get this fixed. This is embarrassing.
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Laura Thomas, Social Media Coordinator

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Hi Adrienne, 

That is not how your website appears for me or my teammates around the globe checked on both mobile and desktop browsers. Please see the screenshots below for what we are seeing. 

Your screenshot is not showing anything under your domain, it says "related links". We need to look into why your browser isn't displaying your website, but you can at least rest assured that those links are not associated with your domain in any way. 

Have you tried accessing your website from an alternate browser or network? 
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Adrienne

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Hi again,

Yes--that is the lay out for my site that I've been working on, however, when I try to view my site, I'm still not seeing it.  I get this...
1a

I have cleared the cache on both my desk top and lap top computers, and have tried to view it on both of those using both Safari and Chrome on my U-Verse wifi, and I have also tried to view my site on my Samsung phone using my T-Mobile 4G service.  I haven't been able to view the site on any of those devices using any of those web browsers over DSL wifi or mobile 4G service, despite clearing out the cache.
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Adrienne

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Hi Laura,

I've just tried the site domain again and it's finally working.  (It was not working earlier despite trying two different web browsers, three different devices, and two different internet providers and clearning the caches.)  Thank you and whomever else worked on this.  

As you're now aware, the 1and1.com domain instructions that Yola has on its Support section of its site no longer apply (the bit about using two A records), so those will hopefully be updated.  Otherwise, if any other 1and1 domain purchasers try to point their domains to Yola, they will encounter the same issues I've had.
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Adrienne

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Hi Laura,

I actually can't believe that I'm having to contact Support again, but my Yola site--which was working earlier today (finally) is not loading again.  This is getting ridiculous.  I'm not sure if it's a 1and1.com issue or a Yola issue, but since 1and1 is only the domain name provider and Yola is actually hosting the website and allowing me to publish and edit it, then this again looks like a Yola.com issue.

My domain (adriennedancer.com) was working earlier today but is down again and I get this 1and1.com parked domain page.

I have tried viewing my site on a lap top, desk top, and smart phone using 2 different web browsers (Chrome and Safari) and using AT&T DSL and my T-Mobile 4G, and have cleared the cache on all devices and also have rebooted my home DSL modem, but my site is not coming up on any of them.

I am losing out on bookings and business by my site being down and also by it not being reliably functioning.  Yola was able to do something behind the scenes earlier today to finally get the site to work so that I could publish it.  Can someone at Yola now figure out why the site is down again?  If I can't rely upon my site being up for business bookings and leads, I'll have to just bite the bullet and pay more to a provider that can give me the confidence that the site will be up and that can offer quick customer support.  



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Gop

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Hello Adrienne,

Your site is showing clearly here in Thailand.

Therefore it is not associated with either 1and1 or Yola. 

  • A way to investigate this is to do a traceroute on the site. this will show you where a break in the network is happening.
  • The other thing to check is to see if you have any malware on your computers. I would run a malware scan and check that also
(Edited)
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Gop

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No it isn't Adrienne. If it was your domain registrar or your site hosting service then others would experience the same or similar.

The issue is your locality. Neither Yola nor 1and1 can detect an issue between you and their servers. It needs to be initiated on the users end. It really is out of their control and out of their reach. 

Here is the specific instruction for the mac OSx operating system:

Running a Traceroute on Macintosh OS X
Take the following steps to run a traceroute on Macintosh OS X:
  1. Double-click the Macintosh hard drive.
  1. Double-click the Applications folder.
  1. Double-click the Utilities folder.
  1. Double-click the Network Utility icon to open the Network Utility window.
  1. Click the Traceroute tab.
  1. Enter a domain in the Please enter the network address to trace an internet route to field.
  1. Click Start.
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Adrienne

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Hi Gop,

Thank you--I had to go to Google to find the fully correct instructions as there isn't a Network Utility icon--it should be the "Terminal" icon in the Utilities folder if you're using the most recent OS (in case anyone else with the same problem needs to do this, too.)

I ran the Traceroute and this is what comes up.  What do you see here as the problem?

Last login: Sun Dec 21 17:08:06 on console

Macintosh-HD-3:~ Macintosh$ traceroute adriennedancer.com

traceroute to adriennedancer.com (184.72.229.176), 64 hops max, 52 byte packets

 1  dsldevice (192.168.1.254)  2.534 ms  0.973 ms  0.923 ms

 2  108-200-168-3.lightspeed.irvnca.sbcglobal.net (108.200.168.3)  908.195 ms  612.777 ms  455.016 ms

 3  75.20.0.224 (75.20.0.224)  601.701 ms  810.656 ms  622.405 ms

 4  12.83.38.165 (12.83.38.165)  1218.119 ms

    12.83.38.161 (12.83.38.161)  702.098 ms  749.088 ms

 5  ggr2.dlstx.ip.att.net (12.122.138.197)  810.771 ms *  621.312 ms

 6  12.251.41.22 (12.251.41.22)  929.928 ms  202.812 ms  1224.729 ms

 7  54.240.229.100 (54.240.229.100)  1228.430 ms

    54.240.229.94 (54.240.229.94)  622.208 ms

    54.240.229.100 (54.240.229.100)  200.611 ms

 8  54.240.229.14 (54.240.229.14)  720.861 ms

    54.240.229.8 (54.240.229.8)  428.172 ms

    54.240.229.4 (54.240.229.4)  614.383 ms

 9  54.240.229.168 (54.240.229.168)  700.501 ms

    54.240.229.166 (54.240.229.166)  341.452 ms

    54.240.229.170 (54.240.229.170)  211.562 ms

10  54.240.228.153 (54.240.228.153)  310.644 ms

    54.240.228.161 (54.240.228.161)  152.812 ms

    54.240.228.175 (54.240.228.175)  474.309 ms

11  72.21.220.2 (72.21.220.2)  466.783 ms

    72.21.220.12 (72.21.220.12)  112.953 ms

    205.251.244.0 (205.251.244.0)  310.326 ms

12  72.21.220.29 (72.21.220.29)  613.470 ms  156.775 ms

    72.21.220.61 (72.21.220.61)  208.312 ms

13  205.251.245.232 (205.251.245.232)  189.967 ms

    72.21.222.129 (72.21.222.129)  915.991 ms

    205.251.245.65 (205.251.245.65)  739.715 ms

14  * * *

15  * * *

(Edited)
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Gop

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Hello Adrienne,

It looks as if there is a break after the 13th hop in the series. The 3 asterisks denote an interruption. Generally it notes the router which has the break, (I'm not sure if this is a mac vs Win OS difference?) I think it  means that  there is no signal from your location at the 14th hop along the route. Prior to that it was effective. The traceroute can handle a maximum number of 64 hops within a report.

I can sort of identify the issue as being associated with the routers/servers in/around Seattle. I did a search and there is a current report that Comcast is currently having problems in Seattle. There are Comcast outage reports in east Tennesee, Central Indiana, York PA, Sacramento, CA. It seems as if this has been current for a few days.

I remember a few months ago a similar circumstance affecting a few Yola sites in the US and this was also a Comcast outage. I'm guessing this is your answer?

Here's the current Comcast outage map:

(Edited)
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Adrienne

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Hi Gop,

Thank you for the info.  I live in Los Angeles and do not use Comcast.  (I use AT&T U-Verse.)  Could you clarify why the Comcast issues in Seattle would affect my site?  I know that you and the others in technical support are better educated with this, so please pardon any questions of mine which come off as dumb.

Also, would the Comcast issues affect the domain provider (1and1) or the hosting company (Yola)?

One thing that fixed the problem of my domain being down earlier today was that I switched pointing my domain from Yola to Wordpress and was able to do so successfully using Wordpress' CNAME info.  So, I was happy to see my domain working again via Wordpress.   (And I have the settings in my 1and1.com dashboard pointing my domain to Wordpress using Wordpress' name servers.)  But, for some reason, when I enter my domain into a web browser, the Yola version of my site is coming up now.

If the domain pointing is controlled by what I have in my 1and1.com dashboard (as Yola representatives keep telling me), then why did my domain change from being pointed to the Wordpress page I created back to the original Yola site?  The domain settings in my 1and1.com dashboard don't have any Yola info in them.  Has Yola done something on their end to override the Wordpress CNAME settings I put into place?  

I am considering switching the domain to Wordpress since I was able to point my domain to Wordpress using CNAME info in just a few minutes whereas it has taken me over a week to get my site up and running with Yola and the site has been up and down repeatedly after it was finally successfully pointed to Yola.
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Gop

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Hello Adrienne,

As you've already observed your situation with the Yola site has been intermittent, presumably to do with the Comcast situation. I think it's purely chance that you changed a setting and it coincidentally appeared normal through Yola . I don't know if the Comcast issue has been restored.

Re the routing through Seattle: When I looked at your traceroute data I checked the routers of the IP addresses you reported. There were a few at the end of your report identified as being Comcast in and around Seattle. There was nothing beyond Seattle so I concluded that it wasn't getting much further than Seattle although it was trying various routes within. This made me then look at Seattle specifically and I searched for Internet issues in Seattle. It is this search that discovered the Comcast issue specifically in Seattle. Your connection to your site was routed through Seattle.

To stop the Yola site coming up when you enter the domain address you need to UNPUBLISH your site on Yola. That will release the domain for another host publication. You should also clear your cache as well as your computer may have cached the domain. 

Comcast isn't associated with Yola per se, it runs a huge slice of the US internet backbone so it will affect many ISP's, particularly, within the US. Hosts have redundancy systems built in to guarantee their uptime, that's likely to be different to ISPsYour ISP may not be Comcast but a backbone running through the country has a good chance of being assigned to an ISP depending on the routing and that is unable to be predicted it's simply part of the infrastructure of the web in the US. Remember the internet is a web to maintain as much traffic as possible so it is also possible that others will not be affected. That's the whole philosophy of the internet routing system.

I have understood your statements regarding your Yola site being up & down but honestly think that it is coincidental. Wordpress is an excellent CMS and I'm sure you will get good service from them also.
(Edited)
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Stefan, Official Rep

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Hello Adrienne

I'm sorry to hear that this issue seems to be ongoing for you, and I certainly understand what this means for business. However, me and my colleagues from all over the world are all able to view your site just fine, using Firefox or Chrome. Your site is also up on my iPhone 5 using Safari.

It seems that this error is not related to Yola. When I check your domain settings with two independent domain tools, I can see that only one A record has been added and that there is still nameserver data. Pointing a domain to Yola only works if you add two A records, one for www and one for without www. Also, any nameserver information must be removed. Otherwise your site will sometimes work, and sometimes not.

So I'm pretty sure that the problem lies in your domain settings with 1and1. Please log into your domain admin panel with 1and1 and check your domain settings. You will need to add our IP address, 184.72.229.176, for both www and without www. Any nameservers must be removed. If you need assistance with this, please contact their support. They should be able to meet the requirements I outlined above. If they need more information, you're welcome to point out our tutorial Publish to a domain you already own to them.

For pointing domains to Yola, we can only give basic advice, since editing the domain settings works differently depending on the domain provider/registrar. For detailed steps and help on their platforms, the registrar's support should be able to assist. You're also welcome to provide us with their response, once you've contacted them, so that we can check how we can further help you from our side.

I'm sorry for the hassle it's been for you, and I hope we'll be able to sort this out for you soon.
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Adrienne

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Hi Stefan,

Thank you, but as explained earlier in this question thread, 1and1's technical support has told me repeatedly that they only use one A Record field for IP addresses--they do not have two A record fields in which to input an IP address.  

A technical support rep from Yola contacted them and also found that out to be true.  She said that she would try to do something manually behind the scenes on Yola's end in order to get the domain to point correctly.  1and1 said that there is nothing really that they can do since they only sell the domain name--it's just a matter of getting the domain to point correctly to the site where I want it hosted.  Since Yola's the provider that hosts the domains and allows us to publish and edit the sites, I would think that Yola would have the most involvement of what happens with the domains and IP addresses.

I can go back to 1and1's support and see if they will tell me anything different--but, I just think that it is weird how when I've pointed other 1and1 domains to Yola for my other Yola sites, I've only had to enter in the Yola IP address into one A record field (and I checked the current settings on my other Yola sites which are pointed and loaded correctly).  And it's also weird how the site was loading correctly yesterday but now is not loading correctly on my devices or the devices of other people who live here in the States.