🔍 Understanding Custom Domain Connection Failures
If your custom domain fails to connect to Website Studio even after you've added the correct DNS records, the issue is usually not the DNS records themselves. The most common causes are a proxied DNS toggle that blocks validation and browser cache holding stale data from earlier failed attempts.
This article walks you through diagnosing and fixing persistent domain connection errors in Website Studio.
✅ Before You Start: Verify DNS Records Are Correct
First, confirm that your DNS records are set up correctly. Log in to your domain registrar (GoDaddy, Namecheap, Route 53, etc.) and check that you've added the CNAME record exactly as Search Atlas provided it. The record should point your subdomain to Website Studio's servers.
If your DNS records are correct and the error persists for more than 30 minutes, move to the next section.
⚠️ Step 1: Disable DNS Proxying on Your CNAME Record
This is the most common cause of validation failures. Many domain registrars (especially Cloudflare) offer a DNS proxy toggle that encrypts traffic between your domain and their servers. This toggle blocks Website Studio from validating your domain because the validation request cannot reach your actual DNS records.
- Log in to your domain registrar's dashboard.
- Find the DNS records section (often under DNS Management or Name Servers).
- Locate the CNAME record you created for Website Studio.
- Look for a proxy toggle, often shown as an orange cloud icon (Cloudflare) or similar indicator. It may be labeled "Proxied," "DNS Only," or "Routing."
- If the toggle is ON (proxied), click it to turn it OFF.
- Save your changes.
After disabling the proxy, Website Studio will be able to validate your domain. Validation typically completes within 5 to 10 minutes, but can take up to 30 minutes.
🗑️ Step 2: Clear Your Browser Cache
If you've been testing the domain connection for several hours or days, your browser may be holding cached data from earlier failed validation attempts. This prevents Website Studio from recognizing that the domain is now properly connected.
- Open Website Studio and navigate to your website settings.
- Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) to open your browser's cache clearing menu.
- Set the time range to All Time.
- Check Cookies and cached images and files.
- Click Clear data.
- Close Website Studio completely and reopen it in a fresh browser tab.
Return to your domain settings and attempt to validate the connection again.
⏳ Step 3: Wait for DNS Propagation (If Needed)
After disabling the proxy toggle, DNS propagation is usually quick. However, some registrars cache changes for up to 48 hours. If validation still fails after 30 minutes, it may be propagation delay.
Check your DNS propagation status using a free tool like DNS Checker. Search for "DNS propagation checker," enter your domain, and verify that your CNAME record is live across multiple global DNS servers. If the record shows as live, return to Website Studio and clear your cache again (Step 2).
🛠️ Troubleshooting: Check for Conflicting DNS Records
Some domains have multiple CNAME records or A records that conflict with each other. Website Studio requires a dedicated CNAME record pointing only to Website Studio's servers.
- In your domain registrar's DNS section, list all DNS records.
- Confirm you have only one CNAME record for the subdomain you're connecting (e.g., www or blog).
- If you have multiple CNAME records or an A record pointing to the same subdomain, delete the conflicting records and keep only the Website Studio CNAME.
- Save changes and wait 5 to 10 minutes.
- Clear your browser cache (Step 2) and retry validation in Website Studio.
🔗 Verify the Connection in Website Studio
Once you've completed the steps above, return to Website Studio to verify the domain is now connected.
- In Website Studio, go to Settings or Domain (exact location depends on your site layout).
- Look for your custom domain in the domain list.
- If a green checkmark or "Connected" status appears next to your domain, the connection is successful.
- If the connection is still pending, wait another 10 minutes and refresh the page.
📋 Common DNS Record Examples
Below are typical CNAME records that Website Studio provides. Your specific record may vary, but it will follow this format:
- Record Type: CNAME
- Name/Subdomain: www (or your chosen subdomain)
- Value/Target: [your-site].wsstudio.com (or similar Website Studio domain)
- Proxy Status: DNS Only (not proxied)
If your registrar shows a different format, refer to their documentation or contact their support.
❌ If Problems Persist
If your domain still fails to connect after completing all steps above, there may be a deeper issue with your domain configuration or registrar account. 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.