Newly purchased domains not set up

  • 1
  • Problem
  • Updated 7 years ago
  • In Progress
Hi All

As you may have noticed we are currently receiving a high volume of complaints about newly purchased domains taking a long time to be set up. This is due to a problem with our servers' ability to communicate with the service that manages the DNS for our domains (UltraDNS).

We have done our best to respond to all affected customers but due to the high volumes some people experienced delays in receiving support assistance. We are deeply sorry about this as we realize that it is an extremely serious situation and completely unacceptable to people who need to get their sites up in a hurry!

Here is where we stand on this:

1) Our engineers have been working around the clock to resolve the underlying problem. We hope to have a fix released soon.
2) We are running a script that will automatically fix all affected domains, but this does take time.
3) In the meantime we are manually fixing domains as fast as we possibly can.

If you are affected by this problem, please post your domain here and we will fix it for you.

Once again, we regard this matter with the utmost seriousness and we will do all in our power to fix the problem and prevent it from happening again.
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Monique, VP of Customer Support

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  • extremely concerned about the impact this is having on our customers!

Posted 7 years ago

  • 1
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Your-Dog-Walker

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Hi Monique, I too have this problem, previously notified as "Frustrated beginnings". I understand the situation may take time to resolve and thank you for your efforts. My domain is www.your-dog-walker.co.uk
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Nazlie

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Hi Your-Dog-Walker

Thanks for adding your domain. We manually updated the DNS and your site is online now: http://www.your-dog-walker.co.uk.

Nazlie
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Your-Dog-Walker

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1st Class. Thank you.
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maxmcginnity

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happens with me

www.maxmcginnity.co.uk
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derek cunningham

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Hi, my site appears as invalid too

www.serch-therapy.co.uk

thanks DC
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Nazlie

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Hi Derek

Sorry for the problems. We fixed your domain and your site is now live here: http://www.serch-therapy.co.uk.
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derek cunningham

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Thanks Nazlie, much appreciated DC
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Bill Jackson

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same problem with my new site. Published 4 days ago but still not available
cadpointdesign.co.uk
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Nazlie

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Hi Bill

Apologies for the inconvenience. We have now fixed your domain records and your site is online here: http://www.cadpointdesign.co.uk.
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Bill Jackson

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thanks very much. All seems ok
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maxmcginnity

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my site says its online but its not.

This reply was created from a merged topic originally titled
why isn't my site online?.
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maxmcginnity

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Mines offline also

www.maxmcginnity.co.uk
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mp.crunch

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My site is www.michaelp.co.uk I was very let down by the site being down as I needed to gather information on where the server is and software its running ect for a marked activity I have to upload later today for university.
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maxmcginnity

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i keep getting emails through but my websites still offline

www.maxmcginnity.co.uk
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Brianna

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Hi maxmcginnity,

I am pleased to share that your domain is working just as it should be:



mp.crunch,
Your site has also been fixed and is online as it should be:

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Robert Townson

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Brianna

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Hi Robert,

I am happy to assure you that your site is loading up just fine:



If you are not seeing that, please take a moment to clear your browser's cache. This link has more information: Clear your browser's cache
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Deon, Official Rep

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Hi everyone.

I just want to explain what's been happening this past week with regards to the DNS problems you were experiencing. We discovered a bug that was laying dormant in our code for almost a year now, which never triggered. Last week, due to some intermittent connection problems, this bug started to retry all failed DNS updates and was doing it at a very rapid rate. This made all the new updates fail as well, as they did not get a change to push through their requests.

So this is what happened next. We first identified the bug and wrote a quick test to confirm if this will solve the problem. This test needed some time to run, to collect some stats for us to word with. Basically we repeat the same call to our partner over and over again and log the results of each call. The changes looked promising and was implemented. Next up was to write a script to check all the domains registered during the previous week, up until the bug fix. This script tool around 16 hours from implementation to completion, as it was checking all the domains and if it found a problem, tried to fix it as well. After this, we decided to let this script run every 10 minutes to catch and DNS setup failures and try to fix it, instead of you finding a problem and reporting it to us.

At the moment there is still a few issues left. We are busy running a regression test to check if all the requests to our partner will work. The problem with applications as big a Yola, is that sometimes the changes that we make are very small, but the testing for it takes a long time, as we need to check if anything else breaks along the way. Be sure that we are actively looking into this and monitoring the DNS issue closely.
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Jan

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Hi
I have a website: www.antiqueonlineauction.yolasite.com. This site is published and submitted to Google for indexing.
I bought a domain and email via Yola. on 17 November 2011
I need to change the domain name from:
www.antiqueonlineauction.yolasite.com to www.collectorslink.net.
Nothing is working can't even set up my email
I have sent two messages but no joy is forthcoming
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diane

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Hi, Jan,

I do see that www.collectorslink.net is working fine. Please try clearing your browser's cache and see if that helps. If you are still unable to set up email please email us at support@yola.com and our DNS team will take a look. Please allow 48 hours for a response from them.
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Martin Benton

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Hi,
I to am having problems, it says it is uploaded but I cant find it anywhere no matter how I type it in.

andovermolecatcher.co.uk

Many thanks,

Martin
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Sanja, Official Rep

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Hello Martin,

I am able to see your site up and running here: http://andovermolecatcher.co.uk. I've attached a screenshot of this below:



If you're trying to find your site in Google, this can take up to a few months before your site is indexed. Please see this tutorial for tips on how to do this.
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dele

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I spent 3hrs on your site before seeing this posting. i have set up my domain for over 5weeks and my site is already live (published through gbbo/yola) but i cant configure my email because my domain is not linked to my account on 'myyola'.
anyway, my domain is
www.grandprojects.co.uk
Thanks
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Sanja, Official Rep

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Hello dele,

I am able to see your domain in your domain tab on your My Yola page. Please can you check under your "Domain" link on the left-hand on your My Yola page?
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Eugene McDonald

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I have an account with Yola elmgedimusic.ca and have it up and running. I just purchased 3 domains (iseniorcitizens.ca, .org, .net
How can I create a new website in Yola to use iseniorcitizens.ca as the domain. I feel this should be automatic and a click away, but that dosent seem to be the case. Do I need Silver as that is not really clear as well. Your time in this is greatly appreciated
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Gop

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Hello Eugene,

I'm not sure if you are talking about domains purchased externally? and the deal you have with the Canada promotion is Bronze? If it's the Bronze plan then there is no problem that I can think of.

If the deal is based on the Bronze Plan then you need to point your domains to Yola's servers see the tutorial Publish to a Domain you already own

Create your new site and when you are ready to publish follow the steps To publish your live site to your domain., this is within the tutorial I linked for you above.

If the deal you have is a free-site then you won't have the ability to point external domains. You do need at least the Bronze Plan which allows 5 sites and the ability to point external domains to their hosting facilities.

To see standard pricing and facilities offered but there is no mention of the Google-Canada-Yola deals

Please come back to here if there is anything that needs some clarification or explanation.
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Gop

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Hi Eugene,

I was able to find a bit more on the Google-Canada-Yola scheme. You can direct a domain you own to Yola. It doesn't give any info about limitations though such as if it's only a total of one domain or not.

Suggest that you try it and see following the tutorial I pointed out.. If it won't let you then you have the answer.
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Fishing Fanatix

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Hi I have two domains, www.christleyinternational.com and www.formulakitchens.com, these expired around about the same time in December, and I was not around to renew on time. I have since renewed the yola silver accounts for both these domains, and I have re-published the sites, but they still point two the tuxows sites. In yola its says that the sites are published to the respective domains, but when I try to go there it still goes to the tucows websites. What could be the problem?

Please reply or attach reply to my email adil@fishingfanatix.com
Thanx
Adil
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Gop

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Hello Adil,

What date did the domains expire? If the domains have expired for 30 days or more this can be an issue. The domains are a separate registration to the Yola Silver registration and are paid for separately.

The Yola staff are on a break until 2nd January so they probably won't have the opportunity to look at this issue until they return.
(Tucows is the primary registrar for most domains and the others like GoDaddy are really subcontractors if you like)
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Gop

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Email dialogue:

Gop Kanapanh
3:27 PM (17 hours ago)

to adil
Hello Adil,

What date did the domains expire? If the domains have expired for 30 days or more this can be an issue. The domains are a separate registration to the Yola Silver registration and are paid for separately.

The Yola staff are on a break until 2nd January so they probably won't have the opportunity to look at this issue until they return.
(Tucows is the primary registrar for most domains and the others like GoDaddy are really subcontractors if you like)

Adil Mungalee
3:30 PM (17 hours ago)

to me
Hi the domains expired around the 12 December 2011 this is less than a month ago, and according to tucows the domain is still registered to Yola Inc.

Please Help

Gop Kanapanh
3:44 PM (17 hours ago)

to Adil
Hi Adil,

There's nothing I can help you with unfortunately. This will have to be attended to by the Yola staff when they return. It should be a straight forward process when they are able to attend to it.

Gop Kanapanh
3:45 PM (17 hours ago)

to Adil
Hi Again,

I have another question which may help me to do something. Were the domains purchased through Yola or are they registered by a different group?

Adil Mungalee
3:49 PM (17 hours ago)

to me
They were purchased with YOLA

Gop Kanapanh
3:54 PM (17 hours ago)

to Adil
OK Thank you Adil. Yola will have to fix this up on the 2nd January

I would also check your sites periodically in case it is just a delay in the re-propagation of the DNS settings. This can take up to 48 hours for a new domain so I don't know the times for renewed previously expired domains.

Adil Mungalee
4:27 PM (16 hours ago)

to me
Thank You
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Sanja, Official Rep

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Hello Adil,

Thanks for your patience. You have successfully renewed your Silver hosting package in both accounts. However, you still need to renew your domains. Your formulakitchens.com will need to be renewed by Dec. 29th and christleyinternational.com by 2012-01-12.

We are still on our Christmas break. So, if you have any further issues or questions, we will not be able to get back to you until January 2, 2012 at the earliest. I hope you enjoy the rest of your Christmas holidays and have a Happy New Year!
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Fishing Fanatix

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Hi,

When I try to renew the domains it says that the domain is taken, when I check who owns the domain, tucows says its YOLA. When I publish my sites it says "your website is published to the....domain" which is the domain I want it to be published to, but when I click the link after publishing, it still goes to the tucows website, please help, I am sorry I know I renewed a little late, but as I said before, I was not around to do the updates on time, can someone please help me, my sites are www.christleyinternational.com and www.formulakitchens.com
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Sanja, Official Rep

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Hello Fishing Fanatix,

You have not yet renewed your domains. I have attached a screenshot of where you should be able to renew your christleyinternational.com.


However, your formulakitchens.com domain cannot be renewed. It's past it's grace period. It needed to be renewed by Dec. 29th. You will now need to wait for the domain to be available for repurchase. This can take up to a few months. I'm sorry that I don't have better news for you.

Please let us know if you have further questions.
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Nikki Alford Dennis

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Hi I renewed my Silver subscription on Dec 2nd but my site is still unpublished please help! my site is www.kidsunitedchildcare.com and my transaction # was ce25ea6863964870b9fc6ab9d8b286ae.
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Gop

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Hi Nikki,

I hope that the Yola people can get to this urgently for you. They will return to scheduled work on the 2nd January.
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Nikki Alford Dennis

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Wow the 2nd their's no one working until then?
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Gop

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Nikki hi,
None scheduled to work before then. Some urgent stuff will be attended to before that but most will be on their return.
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Sanja, Official Rep

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Hello Nikki,

While you have renewed your domain successfully, you have not renewed your Silver hosting package. This is a separate renewal process. If you go into your My Yola page, you'll see the option to renew your Yola Silver hosting package.

I hope that clears things up!
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Nikki Dennis

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ok I dont understand I did NOT have 2 different payments when I first open this account! I only paid $49.95 on Dec. 16th 2010 transaction # 3e8d209b9a784116a538298242ae3e1e. why are there two different transactions now?
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Gop

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Hello Nikki,

Things have changed. The change occurred about the 10th Dec 2011 and an email should have been sent to you explaining these changes. It was a very confused sounding communique that has many people upset and not knowing what they should or have to do.

Now there are two separate charges:

1. Your domain

2. Your hosting plan.

They may not coincide in date so that's why people are now receiving the two invoices.

There are people in a similar situation who have made payment for their domain and then find they can't publish until they make the second payment of the hosting plan. Because Yola haven't effective communicated to their customers. What's more they did this just before the holiday break with no staff to be there for support.

There is another related aspect to this: is that people are being taken off the internet or some facility which they have previously subscribed to has gone down and they can't get back on because the automatic machine terminations still function. There is noone around at Yola to get them back and running. Sudden death without help!

This has been poorly thought out many people are feeling deceived and treated most badly.
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Sanja, Official Rep

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Hello Nikki,

This process has actually not been changed. This is the typical procedure when renewing your package and your domain. Since you're doing this for the first time, you have not come across this before. Yola Silver and the domains have always been renewed separately.

However, what has changed is that the pricing and how it works. Yola domains are now being offered at a greatly reduced price. In order to use your Yola domain, you need to renew your hosting package - in your case, Yola Silver. You'll be able to renew your hosting package for $49.95 which is the same price for which you paid initially for your Yola Silver.

If you still have questions, please do let us know.