Adobe Community : Document List - Going Live (Users, Emails, Domains)

Troubleshooting adding a domain

forums_noreply@adobe.com — Thu, 24 Oct 2013 04:15:55 GMT

This document will assist you on how to troubleshoot adding a domain to your site.

The error message “Domain already exists” occurs when attempting to add a domain.

You will need to ensure that this domain is still not added to any other site. If it is, you will need to delete the domain and any associated records.
Ensure all associated records are deleted. This includes any A-records, MX records or Advanced DNS records that may exist that are associated with the domain you are trying to delete.
If the domain and all associated records have been removed, yet this error still occurs, then please contact support and they can further assist with the removal of your domain.

Please note that if you are a Premium Partner and have specified a domain as your rebranding URL, then this domain can only be added to your Partner site. If you have deleted this domain from your Partner site and are required to re-add it, refer to the following steps:

Log into the admin console of your Partner Site > Site Settings > Site Domains.
Click More Actions > Add New A-record, type ‘www’ into the blank field and select your partner domain from the drop-down list. Click Save.
Click New Forward, select your partner domain from the drop-down list and then select the www record of your partner domain from the second drop-down list. This will create a non-www record to forward to your www record.

If you are required to add an MX record, you can do this by clicking More Actions > New MX Record.

How to verify domain ownership when using Google for email.

In order to verify a Domain with Google, there are multiple methods which you can select in order to achieve this. The recommended method is to add a TXT record to your site. To achieve this, refer to the following steps.

Log into the admin console of your Site > Site Settings > Site Domains
Click More Actions > New Advanced DNS Record.
From the Hostname drop-down list, select the domain you wish to verify.
From the Record Type drop-down list, select ‘TXT’
For the TTL, select ‘Other’ and input 600 into the empty text field.
Click save.

Following these steps will successfully create a TXT record. You will also be able to verify that the TXT record has been created by performing a DNS look-up using the following tool: http://www.dnswatch.info/. Ensure you enter your domain in the blank text-field and select TXT from the drop-down list.

Another method available in order to verify your domain with Google is to insert HTML meta-data within the home page of your site. To do this, refer to the following steps:

Log into the admin console of your site > Site Manager > Pages.
Select the page that you have currently specified to be the ‘start page’ of the domain you wish to verify.
Switch to HTML view and within the <head></head> tags of your source code, paste the meta data that Google has provided you with.
Click ‘Update’ in order to save these changes.

An additional method in order to verify the domain is to simply use your Google Analytics account. Ensure that you are using their asynchronous tracking code as mentioned in the following document: https://support.google.com/analytics/answer/1008080?hl=en. This code needs to be placed within the <head></head> tags of your site.

Please note that there is another method available in order to verify your domain by uploading a HTML file to your root directory. Unfortunately this will not work due to the fact that Business Catalyst automatically inserts comments into the source code of any page hosted on our system. Therefore, this causes an inability for the page to be verified successfully.

Troubleshooting adding users

forums_noreply@adobe.com — Thu, 24 Oct 2013 04:47:14 GMT

This document will assist you on how to troubleshoot adding a user to your site

When navigating to Site Settings > E-Mail Accounts, the layout is blank.

There are two reasons why this may occur; either no MX record exists or the domain that has been specified as your mailbox is missing an A-record. In order to troubleshoot this, refer to the following:

Check if the MX record has been created.

Log into the Admin console of your site and navigate to Site Settings > Site Domains and expand the ‘MX Records (Mail)’ section.
Ensure that an MX record exists and has been specified as the “default domain for email”.

If an MX record exists or multiple MX records exist, yet none of them are specified as the “default domain for email”, you will firstly need to ensure that you added the MX record to use our service for mail. If you did add the MX record to use our service for mail yet none of the MX records are specified as the “default domain for email”, then please reach out to the support team in order to obtain assistance.

If no MX records exist, you can add an MX record via the ‘More Actions’ button > New MX Record. Upon creating the MX record, ensure you click ‘Use this service for email’ and save.

If you have followed the steps above yet the E-Mail Accounts layout is still blank, then this issue can usually persist if either the www or non-www record (or both) for the domain specified as the default domain is missing.

In order to check whether this is the case, under the ‘Domains’ section ensure that two separate records exist for your domain – one representing the www record and the other representing the non-www record. If you are missing one or both, you can simply add these by clicking either New Forward or More Actions > New A Record depending on the type of record you would like to create.

Therefore, once you have verified that an MX record exists which is using our service and is marked as the default domain for mail, as well as validating that both the www and non-www record exists for your domain, the E-Mail Accounts layout should then be visible.

A message that my email is configured with an external provider occurs when navigating to Site Settings > E-Mail Accounts.

This message will usually occur if no MX record exists or if you have specified to use an external email provider (such as Google Apps).

To check if an MX record exists:

Navigate to Site Settings > Site Domains and expand the ‘MX Records (Mail)’ section.
If no MX records exist, you can add an MX record via the ‘More Actions’ button > New MX Record. Upon creating the MX record, ensure you click ‘Use this service for email’ and save.
After the MX record has been saved, ensure that it is specified as the “default domain for email.”

However, if you are using an external email provider and an MX record already exists which is pointing to your provider, then it is not possible to add email accounts via Site Settings > E-Mail accounts. As you are using an external email provider, you will need to add the email account on their end using their service. It is only possible to add email accounts via Site Settings > E-Mail account if you are using Business Catalyst for email.

A message occurs that “the account details can only be changed where the user was originally created” when attempting to add an admin or email user.

This message will occur because the user you are attempting to add has already been created on a prior site. Therefore when adding this user, their account details will be inherited from the site they were initially added to. If you are required to modify the account details for this admin user, you will need to log into the initial site they were added to. Or alternatively, the admin user will be able to log into the admin console of any site and navigate to the ‘My Details’ page which is visible within a drop-down after hovering over the account name at the top right of the admin console.

If this error occurs when attempting to add an email user, you will need to log into the admin console as that user and navigate to the ‘My Details’ page which is visible within a drop-down after hovering over the account name at the top right of the admin console. On this layout, you will need to select the site you wish to enable email on for the account via the 'Default Site' drop-down list. If the user you are attempting to enable email for does not have any admin access, please contact the support team via your admin console > Help & Support and they will be able to update the default site for the user.