Squarespace Help: How to Troubleshoot Common DNS Issues on Your Website
Connecting your Squarespace website to a domain is usually not a stressful process but, occasionally, problems could arise. These DNS issues may show up as an inability to access your website, slow website loading, or redirection to malicious websites, among others. At Spaceworks, we understand how frustrating these issues can be. This is why we will be tackling common DNS issues and how to troubleshoot them in this guide.
We get it. Updating DNS records and linking a domain name to a Squarespace site can be a daunting process that requires technical knowledge. If you’d rather have all the technical configurations handled by an expert, including updating your DNS records so that you can focus on promoting your new website, please reach out to us. We are official Squarespace Developers and Designers and we’d love to help you!
Some Background Info
What Is DNS?
DNS, short for Domain Name System, is used to translate domain names into IP addresses. All devices connected to the internet have IP addresses that allow them to locate or be located by other devices, websites, and services. These addresses—made of numbers e.g. 123.45.6.7 —are usually hard to remember. This is why domain names which are easier to recall e.g. squarespace.com are used instead.
When a user types a domain name into the address bar, the DNS converts it into an IP address which then directs the device to the correct location for the required data.
Registering Your Domain on Squarespace
You can either register your domain directly through Squarespace or connect a domain you’ve purchased via third parties like godaddy to your site.
To register your domain on Squarespace, here are the steps you need to follow:
Choose A Custom Domain
This step is easier if you already have a brand name. It is advisable to choose a custom domain only after deciding on the most essential parts of your brand like the tone, purpose, and name. Not only does it make your work easier, it also prevents you from having to forcefully tune your brand to an ill-fitting domain name.
You can make a list of possible domain names after which you can go ahead to check if they are available. If none of your options are available, Squarespace (or whichever domain registrar you are using) will often suggest similar alternatives that you can choose from.
Remember that you can choose from several TLDs. TLD, meaning top-level domain, represents the part of the URL that comes after the last period. Your brand, alongside personal inclinations, usually decides which TLD you'll go for. For instance, most big companies use .com because people are familiar with it e.g. x.com. However, a unique TLD like .art—for an art gallery—or .app—for a game company—may be best for your brand if it is well-niched or if you simply prefer a more creative domain.
Purchasing your domain from Squarespace means you get to manage all aspects of your website from one place. It is even better if you have an annual website subscription because it comes with a free custom domain for that year.
The choice of where to purchase your domain is easier to make when you consider the fact that Squarespace recently acquired Google Domains, one of their largest competitors in the domain name business. This means Squarespace now has over 10 million domains in its management and almost any TLD you need. To top it off, all domains on Squarespace website come with free SSL (Secure Sockets Layer) certificates, so you don't have to worry about insecure connections between your browser and the website you're using.
Purchase and Register
Once you have made your choice, the next thing is to pay. Here, you will provide your personal and billing information. You will also be asked to verify your purchase. Once your payment has been confirmed, your domain will be automatically registered on the Squarespace website.
Verify Your Email Address
This last step is no less important than the first two. It is, arguably, the most important as skipping it will lead to the suspension of your custom domain. After purchase of your domain, you will receive an email from Squarespace Customer Care asking you to verify your email address. You must do this within 15 days to avoid suspension. Note: if you are purchasing your domain from another provider, this step may or may not be required.
10 Common DNS Issues on Squarespace Website and How to Solve Them
After purchasing and registering your domain, some minor issues may crop up, preventing you, and other site visitors, from accessing your website. We will be addressing ten of these common problems below and suggesting possible solutions to each of them.
1. DNS Address Can’t Be Found
Problem: Website is running on Squarespace but it says DNS address can not be found.
Solution: To resolve this, you have to check your DNS settings on your domain registrar website i.e where you purchased your domain. Verify here that your DNS Records are pointing correctly to the Squarespace server. There's also a chance that you connected your domain with the wrong settings. To fix this, check for the correct settings in Squarespace's guide, incorporate them, and wait for propagation. This may take anywhere between 48 to 72 hours.
2. Domain Not Connecting to Squarespace
Problem: Your domain shows that it is connected to Squarespace but your site is inaccessible.
Solution: Once you have registered a domain, whether through Squarespace or by connecting a third-party domain through Nameserver Connect, you are able to access its DNS Records. These records act as server guides that direct customers to your domain. So, if your domain is not connecting to Squarespace, this is the first thing you want to check out.
Compare the DNS records provided by Squarespace and your domain's DNS settings to see if they match. This usually involves CNAME records pointing to Squarespace servers and—in the case of a third-party domain through Nameserver Connect—the name server pointing correctly to Squarespace. If, after this, the problem still isn't resolved, disconnect and reconnect your domain through the domain settings on Squarespace. Then, wait for the changes to propagate, this may take up to 72 hours.
3. SSL Certificate Not Available
Problem: You receive an “SSL Certificate Not Available” message after connecting your domain.
Solution: Issuing an SSL certificate after registering a domain on Squarespace is supposed to be automatic but, occasionally, you may get a message that says it's not available. This usually occurs when there is an error during the DNS setup or when something gets lost in translation between Squarespace and the domain registrar.
The first thing is to ensure correct configuration of your DNS settings. If the issue persists after this, try disconnecting and reconnecting your domain through the domain settings. Remember to give adequate time—72 hours at most— for the change to propagate. If after this, the issue still isn't resolved, reach out to Squarespace support to resolve any possible backend issues. Or contact Spaceworks for Expert Squarespace help.
4. DNS Records Not Updating
Problem: You updated your DNS Records but the changes are not reflecting and your site is inaccessible.
Solution: There are few reasons why you may need to update your DNS Records e.g. setting up a third-party email or forwarding your domain. Sometimes, even after many hours, these changes don't reflect on your website. A way to quicken this process is by clearing your browser's cache. You can also try accessing the site through a different network or device. You should also ensure that the issue is not from a problematic DNS setup e.g. an A or CNAME record pointing to an old hosting provider. If the changes don't reflect after 72 hours, contact Squarespace support and your domain registrar.
5. Domain Redirecting to an Old Site
Problem: Your domain in Squarespace directs you to an old website or a page with “site not found” error.
Solution: This issue is usually the result of outdated DNS Records in your domain registrar’s DNS settings. This may include A records, CNAMES or URL redirects pointing to your former website. You should begin by clearing out these old records. You should also disable any URL forwarding settings or update it to point to your current Squarespace site. Finally, ensure correct domain configuration in your Squarespace domain settings.
6. Error Messages During DNS Setup
Problem: You receive error messages while setting up or updating your DNS Records.
Solution: Error messages usually occur due to typos in DNS Records. Inspect the accuracy of each record and check it with respect to the TTL (Time to Live) which determines how long a DNS record is cached. This will help you eradicate conflicting records that may be causing the errors. If you're manually inputting the DNS records, be meticulous about it and ensure that all values like the A records, CNAMES, and MX records are accurate.
7. Email Stops Functioning After DNS Update
Problem: Your email services stop functioning after a DNS update.
Solution: When MX (Mail Exchange) records are incorrectly updated or removed during the DNS update process, email disruptions usually occur. To resolve this, match your domain’s MX records with your email service provider’s specifications. You will find these settings in the DNS management section of your domain registrar. If your email is hosted separately from your website, make sure the MX records are not pointing to Squarespace
8. Propagation Delays
Problem: After a DNS update, your website isn't live even after several hours.
Solution: Propagation of changes may take anywhere from a few minutes to 72 hours. The waiting period can be chaotic but you can track the propagation status of your DNS with online tools like What's My DNS which shows you how it is propagating along different servers. If you think the process is too slow or is taking too long, you may have to contact your domain registrar to make sure it's not an issue from their end.
9. Extra Records in DNS Settings
Problem: Conflicting records in domain settings.
Solution: If you have records in your domain that conflict with the required Squarespace records, they will be shown in red in your site's DNS settings panel. You can fix this by logging into your domain provider's account and deleting the extra records.
10. Deprecated Record Label
Problem: Deprecated label in current data column.
Solution: If a Deprecated label appears on your site's DNS settings panel, it means your domain records are outdated. You can fix this by logging into your domain account and ensuring your A records and CNAMES match the current Squarespace requirements.
General Troubleshooting Steps for Other DNS Issues
If the issue you have with your DNS isn't listed above, you may try out any of these other steps:
Check Your Website Accessibility
Sometimes, your internet connection is the only thing preventing you from accessing your website. To check this, try accessing other websites. If other sites are also inaccessible, then it is likely a connection problem. You can also use online tools like Down For Everyone or Just Me to see if it's a global issue.
Verify Your Local DNS Settings Configuration
Incorrectly configured local DNS settings is the root of many DNS issues. So, checking your DNS settings should always be a priority solution. You may also analyze your DNS records, ensuring that values like A records and CNAMES are correctly configured. Once you've made sure that your device is correctly configured with the DNS server address, you can then try out the next step.
Restart Your Router/Modem
Turn off your router and wait for a few minutes before turning it back on. This refreshes your network settings.
Check for Malware
Viruses may block your internet connection or affect your DNS settings, so running a full antivirus scan can help eradicate such problems.
Try A Different DNS Server
Changing your DNS settings to a different DNS server to see if the issues resolve can help you determine the root of the problem.
Contact Your ISP
As a last resort, you can always contact your Internet Service Provider or Website Hosting Provider.
DNS issues may seem difficult but they are not unsolvable. With this step-by-step guide to troubleshooting some common problems, you should be able to resolve many of them on your own. If the problem persists after you follow these steps, you may have to Contact Squarespace support and/or your domain registrar or reach out to us to help resolve it
Contact Spaceworks
We are Squarespace Developers and Designers with a combined 10+ years of experience
If time is tight or you'd rather avoid the hassle of solving these issues yourself, Spaceworks can be of great help. Let our experts handle your Squarespace website needs so you can focus on what matters most.
