My Site is down and won't publish - 5 days later

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  • Updated 6 years ago
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URGENT - My site won't publish and my site has been down for 5 days!! I was told to wait and now I can not find someone to respond to my emails or calls. Any assistance is appreciated - www.csr-eco-solutions.com
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kevin

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Posted 6 years ago

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Gop

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Hi Kevin,

Have you previously published this site? If so let us know your site address

Can you open the site in the sitebuilder?
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kevin

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Hi Gop,
Thanks for your reply.
The site has not been published yet. Last week I pointed the site to Yola and while the website shows that the site is being pointed to Yola, I can't publish. My sitebuilder is working but when I go to point my domain from a domain hosted elsewhere, it says "sorry, the domain is not pointed correctly".
The site address is www.csr-eco-solutions.com

thanks
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Gop

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Hi Kevin,

if you haven't already can you review the tutorial Publishing to a domain you already own The process varies a little depending on your Domain registrar's DNS Management system.

The most confusing thing that I see is the set-up of 2 A records, but if you are using GoDaddy then it is 1 A record and 1 CNAME addition.
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diane

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Hi, Kevin

It looks like it is pointed correctly. You do need a Bronze or Silver package to publish to a pointed domain. Please email us at support@yola.com if you need any account information.
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kevin

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Gop - Thanks, I followed those steps and it is pointing now...just can't publish.

Diane - Thanks, I do have a Yola Silver account and I have sent two emails to support@yola.com but I haven't heard back. I have also called and left phone messages w the 1-800 number. The only responses I have received are through this forum (thanks!). Any other thoughts on how to resolve this?

Thanks
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Gop

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Kevin hi,

I am at a loss on this and just wondering if it in fact it is a DNS management bug ? I don't think that I have any resources now to draw on and hope that a wandering Yola person may have access to people that can help.

The 2nd of January must feel like an eternity away. Could you publish it to a free sub-domain ( a yolasite sub) in the meantime and when the DNS is up and running simply republish to your custom domain? The advantage of this is that you will be able to see how it appears in life. You won't be penalised at all by the sub-domain publishing because it is most unlikely that the subdomain would be indexed by the search engines in that short period particularly because you wouldn't go through the verification process until you publish to your custom domain. As awkward as it may feel I would suggest publishing it to : www.csr-eco-solutions.yolasite.com because it is very close to your selected custom name.

I wish you good luck Kevin and hope that this is all behind you soon.
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kevin

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Gop - thanks for your help. I was thinking that there may be a bug too. The key is that we have other advertising set up, running, and directing to the regular .com site right now. So I'll keep trying to get that up and running.

All the best in the new year and thanks again
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Gop

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Kevin,

Can you check your GoDaddy DNS records to see if there is a CNAME added. It doesn't come up in any DNS Lookups that I have used.
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diane

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Hi, Kevin,

I checked through your correspondence. It looks like you have two accounts. Your Silver one is using your gmail address. I hope this helps.
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kevin

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Hi Diane,

The website I am trying to publish is the CSR Eco Solutions site to www.csr-eco-solutions.com.

I login to Yola with my kevin.a.smit@gmail.com and click on "edit my website" for the CSR Eco Solutions site. I click "publish" and then "use a domain hosted elsewhere" and then I enter " csr-eco-solutions.com " in the domain and it says "Sorry. This domain is not pointed correctly".

Anything I'm doing wrong?

Thanks
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diane

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Hi, Kevin,

I think it may have something to do with the fact that it still thinks the transfer is pending. I am going to ask the DNS team to look at it but you may not receive a response until January 2 or 3. Thanks for your patience.
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Jackie

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Hi Kevin,

Our engineers are investigating the pending status. As soon as we have an update we will let you know.

Apologies for the delay in the meantime.
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kevin

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Any word yet? I still can't load my site...
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kevin

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FYI - After 12 days and countless hours w Yola support giving me various excuses on why my site won't go up, I gave up.

In 30 min I have my site up and running w Weebly. (Other than the fact I have to make a new site).

Yola - while your staff is pleasant, the response time was painful and your expertise was poor. I am asking for my money back.
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Gop

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Thanks Kevin for getting back here.

I think that your assessment is fair criticism and you have certainly been most patient and polite during this protracted period. I really wish you well with Weebly and hopefully I can learn a lot more that would be of benefit to fellow users with similar issues.

I am sure that accounts will be in touch with you during their working hours. Good luck for you.
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Sanja, Official Rep

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Hello kevin,

I am very sorry that you felt that your experience with Yola was quite unsatisfactory. I have asked the Payment Department to follow up with you. We only hope to learn from this experience and wish you the best in your endeavors.
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Jackie

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Hi Kevin,

Upon further investigation with the Yola Support team, I believe that the problem with pointing your domain was due to a technical issue on our side, as well as a conflicting CNAME record on your side, which were both preventing you from pointing correctly.

We understand that due to our Christmas shutdown the issue on our side took longer to resolve than we would have liked, and as a result I would be happy to issue you with a refund for Yola Silver.

As per our Terms of Service domains are non-refundable, and they will belong to you until their expiry. If your require any assistance with transferring your domains away please let us know and we will be gladly assist.

Your refund will be credited back to your account within a few days, please let us know if it does not appear.

Thanks,
Jackie