Question

My hosted website doesn't show if I include www in the address - page not found error

Asked by: colin_thames

I've got a website http://tworiverscoaching.co.uk hosted with webhosting.uk.com  I've had occassional trouble with my site in which I can see the website in my browser if I use the URL without the www, but if I include www it won't show the site but comes up as "page not found".  

I've tested this on a couple of PCs at home, and the tech support guy at my domain registration company (Fasthosts) says he can see the same problem. He seemed to think it was a DNS misconfiguration.  The domain name is pointed to the webhost's DNS servers.  I've got a reseller account with them so I can host a number of my sites, including this one for my wife. I don't have this problem with any of my other hosted sites (about 6 of them) which makes me think it's not my PC.

The tech support guy at the webhosting company says there's nothing wrong and he can see the site using either form of address.  He also asked me to check if I could see it through a proxy server which worked fine.

At the same time, we can't access pop or smtp mail on the server (server not found error), but we can access webmail provided we don't use the www in the address!

Can anyone confirm if they are having the same problem in seeing my site and can you shed any light on why I might be experiencing it.  I need some leverage and some information when I go back to tech support at the hosting company.

The site is hosted on a remote Linux server (remember it's a hosting company guys) runnig cPanel 11.24.5   Not sure if that info helps, but if you need more please let me know.

I haven't much of a clue about this (so need information presented quite simply) and it's quite urgent as my wife is trying to launch her coaching company and needs clients to be able to access her site, so 500 points.

Hope you can help guys.

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Asked On
2009-10-28 at 09:45:26ID24851661
Topics

Web Hosting

,

Web Servers

,

Domain Name Service (DNS)

Participating Experts
2
Points
500
Comments
7

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Answers

 

by: KhalsaComputerPosted on 2009-10-28 at 10:20:51ID: 25685707

Can you verify if your DNS entries include a CNAME record? It should be similar to the example below.

Host              Points To                          TTL
www           @ (or your IP address)    1 hour

 

by: TSwiftPosted on 2009-10-28 at 10:28:40ID: 25685880

Well, the problem is you're using a CNAME on this.
Try moving the www to an A record pointing to the 91.186.0.9 ip address.
That should do it for you

www.tworiverscoaching.co.uk. 14400 IN   CNAME   tworiverscoaching.co.uk.
tworiverscoaching.co.uk. 14400  IN      A       91.186.0.9

;; AUTHORITY SECTION:
tworiverscoaching.co.uk. 86400  IN      NS      ns26.redbackinternet.net.
tworiverscoaching.co.uk. 86400  IN      NS      ns25.redbackinternet.net.


Best Regards

MM

 

by: colin_thamesPosted on 2009-10-28 at 10:53:56ID: 25686169

Thanks for the suggestions guys.  Not sure where I should be looking for CNAME entries.  Can you point me in the right direction?

Also, TSwift I noticed that you gave the nameservers as ns26.redbackinternet.net and ns25.redbackinternet.net.

These were the old nameservers but my host moved servers and it is now ns17.redbackinternet.net and ns18.redbackinternet.net  

I've checked my regsitrar settings and they are right.  Where did you find these details?

 

by: TSwiftPosted on 2009-10-28 at 11:03:51ID: 25686293

Colin,
That info is the information currently available on DNS cache, when did your hosting company move?
Do you have access to a DNS console?
If you don't, ask your hosting company to have a look into this.
Also ask them to check if the DNS entries have been removed from these nameservers.
 ns26.redbackinternet.net.
 ns25.redbackinternet.net.


Best Regards,

MM

 

by: colin_thamesPosted on 2009-10-28 at 11:06:21ID: 25686322

Hi TSwift, they moved ages ago - maybe 6 months or more?  I'll ask them to check the DNS entries, and will let you know.

I don't  have access to DNS console

Cheers

 

by: colin_thamesPosted on 2009-10-28 at 11:29:26ID: 25686609

TSwift, you star.  That was the problem.  Apparently, the old server NS entries were still present under my account zone on current server.  As soon as the hosts corrected them the website and email started working.  Hurrah!

Best wishes

Colin

 

by: colin_thamesPosted on 2009-10-28 at 11:30:18ID: 31647071

Quick and helpful, thanks

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