Why won't my website load despite contacting support?

[Kellyd73]

Hi, please can anyone help? It's been 3 days now and my website won't load. My customers are also unable to load the website. I have reported this to support twice and I've also replied to their email to try and get this resolved.  I was advised to update my contact details for my domain, however I get a message saying server error. At first I thought it may be my laptop, but I get the same issues on my phone. Please could someone take a look?

www.lafragranzauk.com 

Thanks x

[oscprofessional]

@Kellyd73 ,

Refer this post.

https://community.shopify.com/c/shopify-discussions/this-site-can-t-be-reached-dns-probe-finished-nx...

https://kinsta.com/knowledgebase/this-site-cant-be-reached/

[Blair]

Hey @Kellyd73, 

Thank you for reaching out to the Community! I'm happy to provide some assistance with accessing your shop, to get this resolved. To ensure I'm fully understanding, was the domain just recently connected to the shop?

If so, it's important to ensure the DNS Records have been correctly assigned to point towards Shopify. I recommend checking out our Connecting Third-Party Domains documentation for detailed steps on how to ensure this has been completed. It outlines however, you will want to confirm the following: 

• On your domain provider’s website, log in to your account.
• Find the DNS settings or domain management area.
• Change the following records:
  1. Point the A record to the Shopify IP address 23.227.38.65.
  2. If necessary, change the Host name to the @ symbol.
  3. Delete any other A records on the domain if there are any present.
  4. Point the CNAME record with the name www to shops.myshopify.com.
• Save your changes.

If after completing these steps you're unable to access the shop, please Contact Support to allow for further investigation. 

Please let me know if you have any other concerns. 

[jankipmehta]

Hi @Kellyd73 ,

If you can get error like "This Site Can’t Be Reached" that means the browser could not load the requested web page or website. This could be due to a number of factors, including but not limited to a malfunctioning network or incorrect DNS settings. I found this informational post from Google - https://sslwiki.org/fix-this-site-cant-be-reached-error/ I hope that can help you to resolve your issue.