# **🔍 Overview**

If you see a **Script Unreachable** status in your OTTO SEO dashboard even though your whitelabel domain appears to be correctly configured, there is likely a misconfiguration in your DNS, CNAME, or redirect settings that is preventing the OTTO script from loading. This article walks you through the most common causes and how to fix them.

# **⚙️ Why This Happens**

The OTTO script is served through your whitelabel domain. If the domain is not resolving correctly, the script cannot be reached — even if the domain settings look correct inside Search Atlas. Common root causes include:

- **CNAME target mismatch:** Your DNS provider is pointing to an outdated or incorrect target hostname.
- **Redirect loop:** Your whitelabel URL is returning **ERR\_TOO\_MANY\_REDIRECTS**, which blocks the script from loading.
- **DNS propagation delay:** Recent changes to your DNS records have not yet fully propagated across all servers.
- **False unreachable status:** In some cases, the platform may incorrectly report the script as unreachable even when it is accessible. This is a known issue that has been resolved in recent updates.

# **🗺️ Step 1 — Verify Your Whitelabel Domain Settings**

1. In Search Atlas, go to **More Features → Agency Whitelabel** (URL: **/agency-settings**).
2. Under **White Label Setup**, confirm that your custom domain is entered correctly with no trailing slashes or typos.
3. Note the **CNAME target** value shown in the platform — this is the exact hostname your DNS record must point to.

# **🌐 Step 2 — Check Your DNS CNAME Record**

1. Log in to your domain registrar or DNS provider (for example, Cloudflare, GoDaddy, or Namecheap).
2. Locate the CNAME record for your whitelabel subdomain (for example, **seo.youragency.com**).
3. Confirm that the **Value** or **Points to** field matches exactly the CNAME target shown in Search Atlas. Even a small difference — such as a missing subdomain segment or an extra character — will cause a mismatch and break the script.
4. If the values do not match, update the CNAME record to use the correct target provided in the platform.
5. Allow up to **48 hours** for DNS changes to propagate, though most updates take effect within a few hours.

# **🔄 Step 3 — Check for Redirect Loops**

A redirect loop on your whitelabel domain will prevent the OTTO script from loading entirely. To check for this:

1. Open a new browser tab and navigate directly to your whitelabel domain URL.
2. If the browser shows an **ERR\_TOO\_MANY\_REDIRECTS** error, there is a redirect conflict in your DNS or hosting configuration.
3. Common causes include forcing HTTPS at both the DNS level and the hosting level simultaneously, or conflicting redirect rules in your **.htaccess** file or server configuration.
4. Disable any duplicate redirect rules and ensure HTTPS is enforced at only one layer.

# **✅ Step 4 — Recheck the Script Status in OTTO**

1. After updating your DNS or redirect settings, go to **Left sidebar → OTTO SEO → Installation Guide**.
2. Click **Continue installation** to trigger a fresh script status check.
3. If the status still shows **Script Unreachable** after DNS has propagated and your settings are correct, the platform may be reporting a false status. Proceed to the next step.

# **🔎 Step 5 — Manually Verify the Script Is Accessible**

You can independently confirm whether the script is actually reachable before escalating:

1. Open your browser's developer tools (press **F12** or right-click the page and select **Inspect**).
2. Go to the **Network** tab and reload your website.
3. Search for the OTTO script URL in the network requests. If it returns a **200 OK** status, the script is loading correctly and the unreachable warning may be a display error that will clear on its own.
4. If the script request fails or returns an error code, the misconfiguration is confirmed and you should review Steps 2 and 3 again.

# **💡 Quick Reference — Common Issues and Fixes**

- **CNAME target mismatch:** Update your DNS CNAME record to match the exact target shown in **More Features → Agency Hub** (Agency Whitelabel).
- **ERR\_TOO\_MANY\_REDIRECTS:** Remove duplicate HTTPS redirect rules from your DNS and server configuration.
- **Script unreachable after correct setup:** Wait for DNS propagation and use browser dev tools to verify the script loads with a 200 status.
- **False unreachable status in the dashboard:** If the script is confirmed accessible via dev tools, the status should update automatically. If it does not, contact support.

# **💬 Need More Help?**

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.