DNS Settings and FAQs
Custom domain added to Kanorio, but still showing "Waiting for DNS propagation"? This usually isn't a website error, but rather that DNS settings are propagating or a detail needs adjustment.
This guide explains DNS, SSL certificates, and common errors in plain language, so you can check things step-by-step.
What is DNS?
Think of DNS as the internet's phonebook.
People remember website addresses like yourbrand.com, but computers need to know which server to connect to. A DNS record is an entry in this phonebook that tells browsers: "When someone types this address, go to Kanorio's website service."
You don't need to understand every type of DNS record. When connecting to Kanorio, the most common ones are:
| Name | Plain English Meaning | Use When Connecting to Kanorio |
|---|---|---|
| CNAME | An alias or signpost for a web address | Makes www or subdomains follow Kanorio's website target. |
| A Record | The server address for a web address | Used when some providers don't support root domain CNAMEs. |
| MX Record | A signpost for receiving mail | Used for company email addresses; usually shouldn't be deleted when setting up a website. |
| TXT Record | A field for verification or setting text | Commonly used for domain verification and email security settings. |
| CAA Record | Certificate issuance rules | May affect whether an SSL certificate can be successfully provisioned. |
Why Don't Settings Take Effect Immediately?
DNS doesn't update worldwide at the same second. Internet services and devices cache old data for a period before gradually re-querying new settings. This process is called DNS propagation.
Common timeframes:
- Minutes to hours: Most common.
- 24 to 48 hours: Some providers, old caches, or nameserver changes might take longer.
During this time, you might see:
- Kanorio showing "Waiting for DNS propagation."
- Your phone can access the site, but your work computer still shows the old website.
- Different results when using different Wi-Fi or mobile networks.
These symptoms don't necessarily mean a wrong setting. Check if your records are correct first, then give DNS some time.
How Kanorio Confirms Your Domain is Ready
After you save a custom domain in your website settings, Kanorio initiates a verification process and confirms:
- That DNS is indeed pointing to Kanorio.
- That the domain can securely serve your website content.
- That the SSL certificate has been successfully activated.
When the management page is open and has no unsaved changes, the system periodically re-checks waiting domains. Published websites are also continuously retried by background tasks. You don't need to delete and re-add the same domain repeatedly.
| Status | What it Means | What You Should Do |
|---|---|---|
| Waiting for DNS propagation | Domain saved, but DNS or SSL not yet complete. | Check your records, then wait. |
| Active | DNS and SSL are ready. | Test your official URL in an incognito window. |
| Verification incomplete or failed | System cannot confirm current settings. | Follow this guide's checklist to troubleshoot. |
If a waiting custom domain isn't successfully verified within 7 days, the system will clean up the pending setting. After correcting your DNS, please re-add the domain and save again.
What is an SSL Certificate?
An SSL certificate enables your website to use https:// and displays a lock icon in the browser. Simply put, it encrypts data transferred between visitors and your site, preventing it from being easily read or altered in transit.
Kanorio automatically provisions an SSL certificate for successfully connected custom domains. You don't need to purchase or upload one separately.
Correct DNS doesn't guarantee immediate SSL activation. After DNS passes, the certificate might still take minutes to hours to become active. During this period, keep your DNS records unchanged and continue testing your website using the free Kanorio URL.
Fastest Troubleshooting Order
If your website isn't loading, shows an old site, or is stuck in a waiting state, check in this order.
1. Ensure You Entered the Full URL in Kanorio
Make sure you added:
yourbrand.comwww.yourbrand.comshop.yourbrand.com
Do NOT enter:
https://yourbrand.comyourbrand.com/aboutwww(missing the full domain)
The root domain and www are different addresses. If you only added www.yourbrand.com, don't expect yourbrand.com to work automatically.
2. Confirm You're Editing DNS in the Right Place
You might have bought your domain from Service A, but your DNS is managed by Service B. A common example: buying a domain from Namecheap or GoDaddy, but changing the nameservers to Cloudflare.
In this case, you need to edit DNS in Cloudflare, not with your original domain registrar. If you're unsure, check your domain account for "Nameservers" or ask the person managing your domain.
3. Match Record Type, Name, and Target
Go back to the custom domain section in Kanorio and carefully compare each field it shows:
- Is the CNAME or A record type selected correctly?
- Is the Name
@,www, or the correct subdomain prefix? - Is the Target correct? Ensure there's no extra
https://, slash, space, or typo. - Did you mix up the records for the root domain and
www?
Typically, the CNAME target will be saas.kanorio.com. If your root domain provider doesn't support CNAMEs, use the A record method as described in Connecting an Existing Domain.
4. Resolve Conflicting Old Website Records
If a name previously pointed to an old host, there might be old A, AAAA, or CNAME records conflicting with the new ones.
Only address conflicts for the same website name:
- When setting up a CNAME for
www, check if there are other A, AAAA, or CNAME records forwwwpointing elsewhere. - When setting up an A record for the root domain, check if there are old root domain A or AAAA records pointing to the old host.
- Do NOT delete MX, SPF, DKIM, DMARC, or other email records due to website record conflicts.
If you're unsure about a record's purpose, take a screenshot, note its original value, and then ask your original website vendor, IT staff, or support.
5. Test Using Different Networks
DNS caching can cause the same computer to keep showing old results temporarily. Try these steps in order:
- Open an incognito/private window.
- Close and reopen your browser.
- Test using your phone's mobile data, not just the same Wi-Fi.
- Ask someone else, who isn't logged into Kanorio, to test.
If only one device shows an issue, it's likely that device's or network's cache hasn't updated yet.
6. Check the Status of www and Root Domain Separately
If www.yourbrand.com works but yourbrand.com doesn't, or vice versa, it means one of the full URLs is missing a record or hasn't been added to Kanorio.
Ensure both addresses have:
- Been added to Kanorio's custom domain list.
- Had their corresponding records added at your DNS provider.
- Been saved and are waiting to show "Active" individually.
7. DNS Shows Correctly, but SSL Still Fails
Wait a few hours first. If you still see SSL certificate errors after 24 hours, check:
- If any CAA records are restricting certificate issuance.
- If you've enabled settings at your DNS provider that rewrite or proxy traffic.
- If the domain is truly pointing to Kanorio, not just showing correctly in a test environment.
CAA is a security rule that restricts which Certificate Authorities can issue certificates. Do not delete your company's existing CAA records directly; have someone managing your domain's security settings confirm, or provide the record details to support for assistance.
Cross-Checking with External Tools
You can use WhatsMyDNS to see if new DNS records are being read in different regions.
When using it, keep in mind:
- When querying CNAMEs, the root domain might not always show a CNAME. Some DNS services convert it to an A record result, known as alias flattening.
- Cloudflare's proxy mode can hide the original CNAME, so the address seen by external tools might not directly show
saas.kanorio.com. - Therefore, external tools can only help determine propagation status; Kanorio's management page showing "Active" is the final service-ready state.
Cloudflare and Proxy Mode
Cloudflare DNS records can use proxy mode. In proxy mode, external DNS queries might not see the original CNAME, but traffic can still reach Kanorio correctly.
You don't need to disable Cloudflare's orange cloud for every Kanorio integration. First, ensure your record names and targets are correct, wait for verification, and then address specific errors. If your company has security, caching, or firewall rules, confirm with the administrator before making changes.
When to Contact Support
In the following situations, it's best to contact support directly to avoid causing more conflicts through repeated attempts:
- DNS records have been saved correctly for over 48 hours but still show "Waiting for DNS propagation."
- You see SSL certificate errors and are unsure if CAA or proxy settings are the cause.
- The domain is managed by your company, an agency, or a previous vendor, and you don't have DNS access.
- Your old website, company email, or other critical services are malfunctioning after the switch.
- You're unsure which conflicting record to delete.
When contacting us, please provide:
- The full domain you are trying to connect.
- A screenshot of your Kanorio custom domain status.
- A screenshot of your DNS records list, including Type, Name, Target, and TTL.
- Approximately when you saved the DNS changes.
- Whether you are trying to connect the root domain,
www, or another subdomain.
Please do not provide account passwords, API keys, payment card numbers, or verification codes that grant access to your DNS backend.
Quick Tips
- Wait after making DNS changes before checking; don't alter records every few minutes.
- Use the free Kanorio URL as a backup testing entry point until your custom domain is fully active.
- If you have email services, back up your DNS records first and specifically preserve mail-related settings.
- Address one issue at a time. When making significant changes to both the root domain and
wwwsimultaneously, it's harder to pinpoint which change caused an error.
Common DNS Setup Questions
Typically minutes to hours, but can take up to 24 to 48 hours. Provider, caching, and nameserver settings all affect the speed.
No, you don't need to. Kanorio automatically provisions an SSL certificate once your custom domain is successfully verified. If the certificate isn't active yet, please confirm your DNS and CAA settings; no separate purchase is necessary.
Not necessarily. Kanorio can handle common proxy scenarios. If verification fails for an extended period, check your record details and Cloudflare DNS status first.
External tools only reflect that some DNS queries have updated. Please re-confirm your Kanorio status shows "Active," wait for the SSL certificate to activate, and test using an incognito window and mobile data.
Different devices and networks use different DNS caches. Try testing with an incognito window, restarting your browser, or switching networks. Results usually become consistent as propagation completes.
Only if you delete or overwrite mail records. When setting up your website, ensure you retain MX, SPF, DKIM, DMARC, and other email-related records.
Not necessarily. If the entire domain is inaccessible, then prioritize checking DNS. If only a specific path (e.g., /old-page) fails, the path might have changed, or you may need to set up URL redirects. Refer to Setting Up URL Redirects.