HELP! My site didn’t for visitors on launch day

Shopify Discussion

Topic summary

A Shopify store owner is experiencing site accessibility issues on launch day. Customers cannot load the website, receiving DNS_PROBE_FINISHED_NXDOMAIN errors.

Root cause identified:

  • DNS propagation delays, particularly with the www subdomain
  • Domain transfer still in progress (can take up to 48 hours)
  • Main domain shows as working in backend checks, but remains inaccessible on external devices/networks

Troubleshooting suggestions provided:

  • Verify both root domain and www subdomain are correctly pointed in DNS settings
  • Confirm DNS configuration at third-party registrar (GoDaddy, Namecheap, etc.)
  • Clear cache/cookies and test in incognito mode

Current status:

  • Multiple community members report the site loads successfully on their devices (UK IP confirmed working)
  • Issue appears network/location-specific, likely due to incomplete DNS propagation
  • Discussion remains open as the owner seeks faster resolution options
Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
1

The server isn’t loading for any of my customers - they’re having trouble accessing the website and it’s a little awkward right now.

I spent the entire night doing research trying to figure out why this may be, and the troubleshoot points to the fact that my subdomain is still undergoing transfer and that it can take up to 48 hours to be accessible on all devices. Which is understandable, but I’ve done checks in the background in regards to my domain, and it says that my main domain is fully working- it’s just the transfer of the subdomain that isn’t completed yet. But we still can’t get access to the main domain on other devices of other networks and caches.

Please let me know if there’s something that can be done as soon as possible?

Regards

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2

Hi @Hashhouseuk ,

I have checked on multiple devices, multiple browsers and slowing down the speed but the error didn’t appeared. Can you please provide me the steps you are doing to generate the error?

From the error messages, it appears the issue is related to DNS propagation, particularly with the www subdomain. The DNS_PROBE_FINISHED_NXDOMAIN error indicates that some networks or devices still can’t resolve the domain.

This can commonly occur if:

  • The domain or subdomain DNS settings were recently changed

  • The www CNAME or A-record hasn’t been set correctly

  • DNS changes are still propagating (can take up to 48 hours globally)

Could you please confirm the following:

  1. Have you pointed both the root domain (hashhouseuk.com) and the www subdomain correctly?

  2. Are you using a third-party domain registrar (like GoDaddy, Namecheap, etc.)? If so, DNS settings need to be confirmed there.

3

Hi there @Hashhouseuk Have you cleared all the cache cookies and tried opening it on a different or incognito browser?

4

@Hashhouseuk , hey, thanks for posting here.
It’s working fine on a UK IP, I have checked.

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