To activate your Signal Genesys whitelabel domain, add one CNAME record pointing a subdomain — such as `news.yourdomain.com` — to `whitelabel.signalgenesys.io`. The steps below work in cPanel alongside existing `www`, `ftp`, `cpanel`, and `webmail` records without modifying them; if images fail to load in your media room or press releases after adding the record, see the troubleshooting section.

## 🔗 What the Required CNAME Record Looks Like

Add exactly one new CNAME record to your DNS zone. Do not modify or delete your existing `www`, `ftp`, `cpanel`, or `webmail` records — they are unrelated to this setup.

- **Host / Name:** `news` — enter only the subdomain prefix, not the full domain (enter `news`, not `news.yourdomain.com`)
- **Type:** `CNAME`
- **Value / Points to / Target:** `whitelabel.signalgenesys.io`
- **TTL:** `3600` (or your provider's default)

**Note:** Some providers display existing records as full hostnames (e.g., `www.yourdomain.com`). That is a display difference only — always enter the subdomain prefix alone (`news`, never `news.yourdomain.com`) in the Name/Host field when adding your new record.

Once saved and propagated, `news.yourdomain.com` will resolve through Signal Genesys and display your branded media room and press releases correctly.

## 💡 Why Existing Subdomain Records Do Not Conflict

A DNS zone supports multiple CNAME records as long as each uses a different subdomain prefix. Your existing records occupy `www`, `ftp`, `cpanel`, and `webmail` — adding a new record under `news` (or any other unused prefix) creates a completely separate entry. You do not need to remove or change any existing records.

**⚠️ Exception:** If you already have an A or TXT record for the `news` subdomain, delete it before adding the CNAME — two different record types cannot share the same hostname.

## ⚙️ How to Add the CNAME Record in cPanel

Use the **Zone Editor** in cPanel to add the record. cPanel automatically appends your domain to the host name, so enter only the subdomain prefix in the Name field.

1. Log in to your cPanel account.
2. Under the **Domains** section, click **Zone Editor**.
3. Find your domain (e.g., `yourdomain.com`) and click **Manage**.
4. Click **+ Add Record**, then select **CNAME** as the record type.
5. In the **Name** field, enter `news` — cPanel appends `.yourdomain.com` automatically.
6. In the **Record** field, enter `whitelabel.signalgenesys.io.` (the trailing dot is optional but recommended to ensure the value is treated as fully qualified).
7. Leave the TTL at the default value.
8. Click **Add Record** to save.

The new record appears immediately in your zone file list. DNS changes propagate within 30 minutes to 24 hours depending on your TTL setting.

## 🌐 How to Add the CNAME Record in Other DNS Providers

If you manage DNS through a registrar or external provider such as GoDaddy, Namecheap, or Cloudflare, follow these steps:

1. Log in to your DNS provider's dashboard.
2. Go to **DNS Management** or **DNS Records** for your domain.
3. Click **Add Record**.
4. Set the **Type** to `CNAME`.
5. In the **Host** or **Name** field, enter `news`.
6. In the **Value**, **Points to**, or **Target** field, enter `whitelabel.signalgenesys.io`.
7. Save the record.

**⚠️ Cloudflare users:** Set the proxy toggle to **DNS only** (grey cloud icon) for this CNAME record. Enabling the Cloudflare proxy (orange cloud) prevents Signal Genesys from resolving your domain correctly.

After saving, allow up to 24 hours for full DNS propagation across all regions.

## 🛠️ Troubleshooting: Images Not Displaying in the Media Room or Press Releases

Broken or missing images in Signal Genesys are almost always caused by a missing, incorrect, or not-yet-propagated CNAME record. Work through these checks in order.

### 1. Verify the CNAME value

- Confirm the **Points to / Target** field is set to exactly `whitelabel.signalgenesys.io` — no trailing slash, no extra spaces or characters.
- Confirm the **Host / Name** matches the subdomain you entered in Signal Genesys whitelabel settings (e.g., both must use `news`).

### 2. Check for a conflicting A record

- In your DNS zone, check whether an **A record** or a duplicate **CNAME** already exists for the same prefix (e.g., `news`). A conflicting A record overrides your CNAME and breaks resolution.
- If one exists, delete it, then re-save your CNAME record.

### 3. Confirm propagation is complete

- Go to [dnschecker.org](https://dnschecker.org) and search for your full subdomain (e.g., `news.yourdomain.com`) as a **CNAME** record type.
- You should see `whitelabel.signalgenesys.io` returned from multiple global locations. If results are still propagating, wait 1–2 hours and check again.

### 4. If images still fail to load after 48 hours

- Hard-refresh your browser using **Ctrl+Shift+R** (Windows) or **Cmd+Shift+R** (Mac).
- Clear your CDN cache if you use one in front of your domain.
- Open Zone Editor and confirm no duplicate or conflicting record exists for the `news` subdomain.
- Contact support with a screenshot of your DNS zone if the issue persists.

Once the CNAME is correct and fully propagated, reload your media room or press release page. Images display automatically — no further changes are needed inside Signal Genesys.

## ✅ How to Verify Your Signal Genesys CNAME Is Active

Use a command-line lookup or a free DNS tool to confirm the record is live globally before contacting support.

### Option A: Use dnschecker.org

1. Go to [dnschecker.org](https://dnschecker.org).
2. Enter your full whitelabel subdomain (e.g., `news.yourdomain.com`).
3. Select **CNAME** as the record type.
4. Click **Search**.

### Option B: Use the dig command

- From a terminal, run `dig news.yourdomain.com CNAME` (replace `news.yourdomain.com` with your full subdomain).
- A successful result returns `whitelabel.signalgenesys.io` in the answer section.

### Expected propagation time

- Records with a **3600-second TTL** typically propagate within **1–2 hours**.
- Full global propagation can take up to **24–48 hours** depending on TTL and upstream resolver caching.

A successful result shows `whitelabel.signalgenesys.io` in the response from the majority of global DNS servers. If you see your domain's IP address or an empty result, return to your DNS provider, verify the record values against the table above, and allow additional propagation time.

**🎯 You now know how to add the Signal Genesys whitelabel CNAME record in cPanel and any other DNS provider, without modifying your existing subdomain records. If you need help connecting and verifying your whitelabel subdomain inside the Signal Genesys platform after DNS is configured, see the [Signal Genesys Whitelabel Setup Guide](#).**