Issue with new CNAME not connecting
Hi everyone! I could really use some help.
I’m trying to add new CNAME records as instructed, and I’m sure the values are correct — but they’re not resolving or connecting to anything. I noticed that the CNAME I added doesn't have the little “cloud” icon that the other ones have (I'm using Cloudflare, by the way).
Does anyone know why the CNAME might not be working or resolving properly?
Some friends with the same hosting provider are experiencing the same issue, and none of us have found a solution yet. Any ideas would be greatly appreciated!
28 Replies
Support AI
I'm happy to help you troubleshoot the issue with your CNAME records.
According to Cloudflare's documentation, the "cloud" icon you're referring to indicates that the record is proxied through Cloudflare. If the icon is missing, it means the record is not proxied.
One possible reason for the CNAME record not resolving properly is that it might be conflicting with another record. As stated in the documentation (https://developers.cloudflare.com/dns/manage-dns-records/troubleshooting/records-with-same-name/), Cloudflare prevents creating A/AAAA records with the same name as an existing CNAME record, as it can cause conflicting information to be sent to DNS servers.
To resolve the issue, you can try checking if there are any existing records with the same name as the CNAME record you're trying to add. If you find a conflicting record, you can either delete it or modify it to resolve the conflict.
Additionally, you can also check if the CNAME record is correctly configured and if the domain is properly set up to use Cloudflare's DNS. You can refer to Cloudflare's documentation on managing DNS records (https://developers.cloudflare.com/dns/manage-dns-records/how-to/create-dns-records/) for more information.
If you're still having trouble, feel free to provide more details about your setup and configuration, and I'll do my best to help you troubleshoot the issue.
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sigo teniendo el problema
Thanks for the detailed explanation!
I’ve checked for any conflicting records, and there doesn’t seem to be any A or AAAA records with the same name as the CNAME I’m trying to add. The values are correct, and the domain is set up to use Cloudflare’s DNS, but it’s still not resolving.
Also, the CNAME still shows without the proxy (no orange cloud), and enabling it manually doesn’t seem to help either.
I’m still stuck with the same issue. Any other suggestions would be greatly appreciated!
DNS cache
Resolving DNS entries is complex and involves many parties (your browser, your operating system, your router and then your ISP's resolver).
Any and all of these intermediaries can potentially cache your DNS request and serve stale content, even though you just updated it.
Quick fixes:
1. Use a different browser
2. Restart your PC
3. Change your DNS from your ISP's to Cloudflare's: https://one.one.one.one/dns/#setup-instructions
What's the full name of the DNS record and your domain?
domain: geerdink.cl
CNAME:
"type": "CNAME"
"name": "phfiyqlguvy7wngpslgx5dm4jljlolst._domainkey.geerdink.cl"
"value": "phfiyqlguvy7wngpslgx5dm4jljlolst.dkim.amazonses.com"
Can you copy/paste the name of the record from the dashboard and show it here? I'd guess that something is entered incorrectly.
I’m copying and pasting the name exactly when creating the record.
However, I noticed that Cloudflare automatically removes the “.geerdink.cl” part from the end. So:
What I enter:
phfiyqlguvy7wngpslgx5dm4jljlolst._domainkey.geerdink.cl
How it ends up showing in the dashboard:
phfiyqlguvy7wngpslgx5dm4jljlolst._domainkey
It's normal that your domain isn't shown in the dashboard. The actual DNS records does have the full name.
Can you just create a simple txt record with the name and value both "test" to see if that works?
(without the quotes)
I also noticed something strange with my DMARC and SPF records.
I edited the DMARC record, and in the Cloudflare dashboard it looks correct — exactly as I set it.
However, when I check it using tools like https://dmarcian.com/dmarc-inspector/, it seems like the record is not being recognized at all.
The same happens with my SPF record. In the DNS settings, it looks exactly how I configured it, but when I check using https://mxtoolbox.com/SuperTool.aspx?action=spf%3asavia.com.uy&run=toolpage#, it shows a completely different SPF value.
It’s like the changes aren’t being applied or propagated.
Any ideas on what could be causing this?
mangrove-team
dmarcian
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With all those problems, I expect you're in the wrong account.
What does it say in the top left corner of the dashboard?
Would you be open to doing a virtual meeting so we can review this together?
If possible, we could coordinate a time for tomorrow that works for you
No.
You can simply tell me what it says at the top of your dashboard.
That definitely means you're in the wrong Cloudflare account.
How do you know that?
What should I look for to know if it's the correct one?
This is the full screen.
It doesn't say "active" as it does in the screenshot I sent you. That means you're in the wrong account.
Alright, I’ll review it and talk to the client.
It was indeed the wrong account. Thank you so much for your help — it was really valuable!
Glad you managed to find the right login 😉
Good news — my client’s account is now active, and both the DMARC and SPF records are set up correctly.
However, the CNAME records are still not connecting.
They’re showing in the dashboard, and the values are correct, but they’re still not resolving.
Any idea what might still be wrong?
The record you shared yesterday works now:
What's the full name of the record in your screenshot?
"type": "CNAME"
"name": "2x62ugvjgmfyb32pivtttfaopt2k3jqy._domainkey.geerdink.cl"
"value": "2x62ugvjgmfyb32pivtttfaopt2k3jqy.dkim.amazonses.com"
Looks good:
but no
I also have another client who’s using Cloudflare and is experiencing the exact same issue with their CNAME records.
The record works as you've entered it. However, the CNAME target doesn't have a DKIM record, so it doesn't do anything:
I can't read Spanish, but if you've entered the correct record, the problem with be with Amazon.