FareHarbor Sites 911
Last updated: May 18, 2022
Use these guidelines for initial troubleshooting if you discover an issue with a FH Site. That said, in most cases it is probably best to get loop in someone from Sites/Product with technical knowledge rather than risking poking around and doing the wrong thing.
Note: First, no matter what the issue, check a few other FH Sites to see if the problem is across the entire sites system or only affecting one website.
Site Down
If the problem is across all sites:
- Check the status of Cloudflare and the status of AWS to see if it’s due to a temporary service outage. In the very rare case of a major service outage there’s typically not much we can do but wait for the service to return to normal.
- If it doesn’t appear to be due to a temporary service outage it’s likely something that needs troubleshooting by someone technical. Reach out to Sites/Product members immediately.
- Downtime Process here
If the problem is only affecting one site:
- Search the URL on who.is and make sure the nameservers listed for the domain are cody.ns.cloudflare.com and lucy.ns.cloudflare.com.
- If other nameservers are listed, the domain’s nameservers may have been changed. Check Close.io for any indication of why that may have happened.
- Login to Cloudflare and search for the site. If you find it in Cloudflare and it still appears to be linked (should show “Active” status on the overview tab – see screenshot below) then it likely just needs the nameservers switched back. If you don’t find it in Cloudflare or anything else seems weird, there may be other issues and someone technical should be looped in.
- To switch nameservers back you’ll need to login to the registrar account where the domain is registered (find the registrar via who.is) – like GoDaddy, Network Solutions, etc. If you can find the login in Close.io: log in, find the DNS settings and specifically the nameserver settings. Set to custom and input our two nameservers (cody.ns.cloudflare.com and lucy.ns.cloudflare.com), then save.
- If you aren’t confident about changing the nameservers back or can’t find DNS Registrar login, loop in the AM and someone from Sites.
- Especially for websites that just recently went live, try navigating to the site from within a VPN like TunnelBear with a tunnel location on the other side of the world (Ireland, Switzerland, etc.) If it works fine through a VPN, it is very likely that it’s just a propagation issue.
- Login to Cloudflare via Keeper and search for the site. Once in the dashboard for the website, click “Crypto” and check to make sure it is set to Full – NOT Flexible – and ensure that it is tagged with a green Active signal. (See screenshot below)
- If it’s not set to Full, change it to Full via the dropdown.
- If it’s showing a signal other than active, the SSL is down and may be the reason the site is not working. As long as it is set to Full, it should propagate back to normal on its own within a few hours.
