A few days ago my store became unreachable - when I try to load the domain, I get the following error: “DNS_PROBE_FINISHED_NXDOMAIN”.
Can someone please help me?
Hi, @Dominom93 .
Thank you for posting your question here in the Shopify Community!
You mentioned as of a few days ago your domain is unreachable. Could you advise when you purchased your domain? Could you also let us know if there are any error messages next to the domain in question? For example, do you see Suspended or Inactive?
If the domain is Suspended, you’ll need to verify the contact email address on your domain registration. This can be done by heading to your Settings > Domains section, clicking the domain and selecting Resend email. I’ll share a screenshot below for better visibility.
If you’re unable to receive this domain verification email, you can change your email on file directly within your Shopify admin. I’ll share the steps below to ensure you receive this email.
Resend domain verification email:
- Navigate to your Shopify admin > Settings > Domains section and select the domain to be edited.
- There will be a drop-down menu labelled Domain settings
- Select Edit contact information.
- You can edit the email address to an inbox you currently have access to, at which time the verification email will be resent.
If the domain is Inactive, our support team will need to take a closer look and provide you with the best next steps. You can create a support request through the Shopify Help Center to get started.
Please let us know if you have any additional questions or need assistance with the steps shared above! I’d also love to hear what you’re currently working on in your store and how you’re marketing your business online.
Looking forward to your reply.
Hi Victoria,
The site only gets this error message within our internal network. When anybody access’s it outside of the internal IP address it works fine.
Just looked and I can’t find domain settings like you said and the domain is definitely not suspended or inactive. Its also 100% been verified.
Thank you for the additional context, @Dominom93 .
Since users are able to access your website outside of your internal network, this may be a local issue with your internet service provider/network. To help rule out this issue, could you please try the troubleshooting steps below?
Troubleshooting Steps:
- Clear your cache and cookies on your browser. After this, completely reboot the browser.
- Try a different web browser, as well as an incognito window or a private window to rule out any browser issues.
- If you are still experiencing a display issue using incognito, confirm you have disabled browser extensions as these can change how the pages look.
- Ensure the web browser is up to date on the latest version (we don’t support every browser, but we do support these ones.)
- Try another device, like another computer or mobile phone.
- Try on the Shopify Mobile app; this is usually the best step as it also rules out device issues.
- Try another internet connection (switching to a cellular network on the phone rather than wifi, for example)
If you’re still experiencing issues after going through the above troubleshooting steps, I recommend contacting our support team via the Shopify Help Center. Our team will need to authenticate your account and try to replicate the error.