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

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Alexander Tsmokalyuk
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Plesk for Linux FR:PPM-1988 kb: technical ABT: Group A

Applicable to:

  • Plesk for Linux 

Symptoms

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

    PLESK_INFO: ERR_NAME_NOT_RESOLVED

    OR

    PLESK_INFO: 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.

Comments

2 comments

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  • Avatar
    Peter Luit

    Well, don't know if this has something to do with the above case.

    Sites with their own DNS on my server (or DNS within my network) seems to be not reachable for 3-5 minutes at random times at random locations. That started happening about a couple of days ago. There seems to have been an upgrade on Plesk. I don't know what changed.

    Some of the visitors just got a simple 'not reachable' message, others got a message to a secure connection could not be made.

    Sites on the same server but with DNS elsewhere (only ip of www directing to my server) are working fine and did not have any problems.

    Just curious if there is any connection with the post above.

    Peter Luit
    The Netherlands


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  • Avatar
    Lev Iurev

    Hello Peter Luit,

    It is not clear whether the issue caused by DNS server or Webserver itself, not enough details. Ususally , when the issue caused by DNS the following error appears in browser:

    ERR_NAME_NOT_RESOLVED

    OR

    This site can’t be reached

    Please collect more details, for example check the /var/www/vhosts/system/domain.tld/error_log or /var/www/vhosts/system/domain.tld/proxy_error_log

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