Routy

Your custom domain's secure connection failed

Routy checks your custom tracking domain from the public internet every few minutes. This issue means the domain was found, but a secure (HTTPS) connection to it failed.

What it means

Your custom domain (for example go.yourbrand.com) still points to Routy, but our check could not complete a secure connection to it, or the connection returned a server error. Visitors may see a browser security warning or an error page instead of being redirected. The issue message says what went wrong, for example a certificate error, a timeout, or an HTTP status such as 502.

The notification you receive is titled Domain Down.

Why it happens

Routy issues and renews the certificate for your custom domain. It can only do that while your DNS record points directly at Routy. Most common causes:

  • A short-lived problem on our side while serving the domain. Routy tries to repair this automatically before it raises the issue.
  • The domain is behind your own proxy or CDN (for example, Cloudflare with the orange cloud turned on), so the certificate visitors see is not ours, or the proxy blocks the connection.
  • A CAA record on your domain does not allow our certificate provider to issue a certificate for it.
  • The domain was set up only recently and the certificate has not finished being issued.

What we're doing

When this check fails, Routy first tries to fix the problem on its side, and our team is alerted when it persists. Most of the time there is nothing you need to change.

You can rule out the causes on your side:

  1. In your DNS settings, make sure the record for the domain points directly at the target Routy gave you during setup, and is not proxied through another service. See Cloaked links.
  2. If your domain has CAA records, make sure they allow certificates to be issued for this name.
  3. If the domain was added in the last hour, wait. Setup usually finishes in about 20 minutes.

If the issue stays open after that, contact support with the domain name and the issue message.

When it clears

Automatically. As soon as a check connects to the domain securely, 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 it can then take up to a day to clear.

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.