Routy

Your custom domain no longer points to Routy

Routy checks your custom tracking domain from the public internet every few minutes. This issue means the domain's DNS record no longer leads to Routy, so visitors who click a link on that domain cannot reach us.

What it means

When you set up a custom domain (for example go.yourbrand.com), you added a DNS record at your domain provider that points the domain at Routy. Our check looked the domain up and could not find that record, or found that the domain does not exist at all. The issue message names the domain and what the lookup returned, for example Non-Existent Domain or No A record found for domain.

While this is open, links on that domain are not working for your visitors. The notification you receive is titled Domain Down.

Why it happens

Most common first:

  • The DNS record (the CNAME Routy gave you) was deleted or changed at your domain provider.
  • The domain itself expired or its registration lapsed.
  • The domain's nameservers were moved to a different DNS provider and the record was not copied across.
  • You stopped using the domain but it is still set up in Routy.

When the check fails, Routy also tries to repair its own side of the setup automatically before it raises this issue. If you see the issue, that repair did not fix it.

What you can do

  1. Open your domain provider's DNS settings for the domain named in the issue.
  2. Check that the CNAME record Routy gave you during setup still exists and points to the exact target shown in setup. The setup steps are in Cloaked links.
  3. If the domain has expired, renew it with your registrar.
  4. If you no longer use the domain, remove it from your traffic source's custom domain settings so Routy stops checking it.
  5. DNS changes can take a while to spread. Give it up to a few hours before you contact support.

When it clears

Automatically. As soon as a check reaches the domain successfully, the issue closes and you get a Domain recovered notification. The check runs every few minutes. A domain that has been failing for more than a week is only checked about once a day, so after a long outage it can take up to a day to clear once you fix it.

If nothing detects the problem again for 30 minutes, the issue also closes on its own. If the domain is still broken, it opens again at the next check.