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Knowledge Base

Domain or webmail hosted in Plesk is not accessible: This site can’t be reached

 
dnsdns statisticsdns managementdomain namedomains

Symptoms

  • The website example.com (or webmail webmail.example.com) shows incorrect content in web browser or it is not accessible:

    ERR_NAME_NOT_RESOLVED

    OR

    This site can’t be reached

  • The nslookup utility can't find domain or webmail name:

    # nslookup example.com 8.8.8.8
    Server: 8.8.8.8
    Address: 8.8.8.8#53

    ** server can't find example.com: NXDOMAIN

    # nslookup webmail.example.com
    Server: 8.8.8.8
    Address: 8.8.8.8#53

    ** server can't find webmail.example.com: NXDOMAIN

  • A DNS record presents on the name server where DNS "example.com" zone is hosted:

    # nslookup example.com 203.0.113.2
    Server: 203.0.113.2
    Address: 203.0.113.2#53

    Non-authoritative answer:
    Name: example.com
    Address: 203.0.113.2

  • NS records have been changed recently.

  • Incorrect certificate is showing for domain

Cause

Domain name cannot be resolved into correct IP address.

Resolution

  1. Log in to Plesk
  2. Go to Domains > example.com and determine IP address assigned to the domain:

    mceclip0.png

  3. Log in to DNS management panel of registrar company, example.com name was purchased from.
  4. Create/update NS-record for example.com pointing to the actual Plesk IP address.

  5. Wait until DNS update propagation is finished. This process can take 24 to 48 hours.
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