Why does my www URL lead to a 404 error page?

Technical Q&A
1

I have all the proper DNS settings in place – A record is pointing to the Shopify IP address, the CNAME alias for www goes to shops.myshopify.com.

The non-www site works fine. The www site goes to a 404 error page.

The website is: https://nirvanagrille.com – this works)

The www version: https://www.nirvanagrille.com – this does not work… 404 page origin is unknown [“herokucdn.com” favicon??]

What do I need to look for to fix this?

Thank you in advance…

2

Additional info…

When I ping “www.nirvanagrille.com” I see it is going to shops.myshopify.com and the IP is 23.227.38.74.

When I ping “nirvanagrille.com” I see it is going to exactly the IP I specified in the A record: 23.227.38.65.

Is there something wrong with “shops.myshopify.com”???

3

Hi, @ng2022 .

Thank you for reaching out and sharing all of this context.

I navigated to your www website and was able to replicate the 404 Page Not Found error. Could you ensure that the third-party domain is properly connected within your Shopify admin, Settings > Domains section. I’ll share this resource on how to Connect your third-party domain to help you set this up.

In order to have your domain successfully populate your website, you must have the following information setup:

  • Your login information for your third-party domain provider account
  • Your domain provider’s requirements
  • The Shopify IP address must point to23.227.38.65
  • The www CNAME record must displayshops.myshopify.com

Please note:

  • You can have only one A record and one www CNAME record associated with your domain.
  • If your domain already has an A record or www CNAME record, then you need to change these records to point to Shopify.
  • You can have multiple CNAME records associated with your domain, but each one must have a unique name, such as www or shop.

Once you’ve ensured that your domain meets the criteria above, I recommend clearing your cookies and cache and reloading your website. If you are still experiencing domain issues, I suggest reaching out directly to our Live Support team. Our Live Support team can authenticate your account and have a closer look within your Settings > Domains section to ensure your A record and CNAME record are pointing to Shopify. You can contact Live Support through chat, email or scheduling a call-back for phone support.

4

Thank you for trying to help. There is no deviation from any of the instructions you listed, but it still doesn’t work.

I appreciate the link to Live Support, but THERE IS NO LIVE SUPPORT. I have no option for email, chat or phone. I do not know why that would be unavailable to my client. All I get is links to help articles that tell me the same things I already know… and that you have repeated here.

If you can indeed help, let’s start with setting up the domains in Shopify assuming the DNS records are properly set (they are) and the “requirements” of my domain registrar (where my DNS is hosted) are fully met.

So what I have is the Primary domain as “nirvanagrille.com”. It is connected and, as you can see, all works well.

However, the instructions do not suggest doing anything further than connecting the primary domain. In other words, the DNS CNAME for the www subdomain should resolve itself without any further configuration in the Domain Settings on Shopify. Is this correct? If so, that’s exactly what I have in place, and it’s not working.

5

@Victoria_13 Any further suggestions? There is NO live support available to me for whatever reason, so I’m completely at the mercy of this forum and there don’t appear to be many people who have answers.

6

Thank you for sharing your feedback and I appreciate your patience.

Since your third-party subdomain is not pointing to Shopify’s IP address you’ll need to adjust your DNS settings within your third-party domain provider website. Within this resource on Connecting a third-party subdomain to Shopify it includes steps to help connect and verify your domain.

I’d like to share steps and screenshots below to ensure that you’re able to contact Live Support. Our Live Support team will need to look into your domain settings to ensure it is connected, setup properly and pointing to Shopify’s IP address.

How to contact Live Support:

  • Navigate to our Live Support contact link and log in.
  • Once logged in, type in a topic in the search bar and click Search.
  • On the following page, scroll down past the related articles until you get to the bottom of the page. Under Get Support click Continue.
  • After selecting Continue, you should be presented with options to contact our Live Support team through chat, email or requesting a call-back for phone support.

If you’re a Partner working on a client’s store and would like to contact Live Support, please follow the steps below.

Contact Shopify Partner Support:

  • Head over to www.shopify.com/partners and click Login. You’ll be logged in as the Partner Organization.
  • Select the Partner Account you want to login as.
  • Once logged in, navigate to the tab titled Support on the left hand side menu.
  • Click Contact Partner Support
  • This brings you to the Help Center for Partners which allows you to authenticate as the Organization you’re contacting in about.
  • Select the method of Support you’d like: Call, Email or Chat
  • You will then be prompted to pre-authenticate using a PIN and be connected to Partner Support.
7

Never mind… I was able to get through to support and they’re having a difficult time figuring this out as well. Working with them now.