Answered

Why is my Help Center custom domain not working?

  • 7 January 2022
  • 8 replies
  • 179 views
M

I have setup CNAME details and everything correctly for showing Knowledge Base on my custom domain. 

When I load the page, I see my logo in browser but page is white with text on 'Not found':

 

Why do I see this?

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Best answer by Matt O12 8 January 2022, 09:39

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8 replies

Eric Fitz
Userlevel 1

Hey @matt o12​, can you please share a screenshot of the CNAME record you've created for this domain? That will help us to diagnose this issue. Which provider did you use for this?

M

Screenshot 2022-01-07 at 19.21.13I used Cloudflare.. all same like in your insturctions

M

I put now just your US server and it works.. not sure why you have then 2.. I put both but only EU one was accepted.

Eric Fitz
Userlevel 1

Hey @matt o12​, I can see that you've also been chatting with colleague Sean about this. As he outlined, your own Intercom workspace's data is stored is the US, which is why your CNAME record needed to point towards our US domain.

U

@eric f11​ I have the same issue. not matter if I put in US or EU. before that I had another value, which I can't remember (I used the new guide to set up SSL) and it worked. Now it does not work on any setting anymore. this is super urgent and the chat is telling me 2 business days. my Helpcenter is completely DOWN now

Eric Fitz
Userlevel 1

Hey @user2243​, can you please share a screenshot of your SSL configuration?

U

yes. sure. here you go. it started magically working again at some point, but now it does not work on https (shows as not secure)

 

I triple checked all tutorials intercom provides but can't find the fault.

 

I also can't revert it back to http somehow, then the above mentioned error occurs again.Screenshot 2022-01-25 at 13.33.18

Eric Fitz
Userlevel 1

Hey @user2243​, I can see that you're working with Evan in our Support team to get this resolved.

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