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Unable to open subdomain, alias or webmail hosted in Plesk: This site can’t be reached DNS_PROBE_FINISHED_NXDOMAIN

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Yulia Plokhotnikova
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Plesk for Windows Plesk for Linux kb: technical ABT: Group A

Applicable to:

  • Plesk for Linux
  • Plesk for Windows

Symptoms

  • WWW alias, website's subdomain or webmail URL that are hosted in Plesk cannot be opened with the following error:

    CONFIG_TEXT: This site can’t be reached
    DNS_PROBE_FINISHED_NXDOMAIN

    OR

    CONFIG_TEXT: This site can’t be reached
    ERR_NAME_NOT_RESOLVED

  • The main domain example.com is accessible without any issues.

  • The DNS checker https://mxtoolbox.com/ shows that DNS record for www.example.com, webmail.example.com or one.example.com is not published:

    Screenshot.png

Cause

Missing DNS record (type CNAME) for www.example.com or (type A) for subdomain one.example.com or webmail webmail.example.com.

Resolution

Verify what name servers are used to serve DNS for example.com:

  1. Go to the online NS record checker (for instance this one: Online tool for NS server check) and find what name servers are used for example.com;
  2. Check if the NS servers are the same as in the Domains > example.com > DNS Settings (NS records). If they are, then DNS service is managed by Plesk.
    If different name servers are used, or the option Domains > example.com > DNS Settings is absent, 3-d party name server provider is used (i.e. DNS provider).
If DNS zone is managed by DNS server in Plesk

  1. Log in to Plesk GUI

  2. Go to Domains > example.com > DNS Settings > click Add Record

  3. For www.example.com, add a CNAME record: 
    mceclip1.png
    mceclip0.png
    For one.example.com or webmail.example.com, add an A record:

    Screenshot_2.png

  4. Click the OK button.

If DNS zone is managed by DNS provider

Contact DNS provider (registrar side) to create required CNAME or A record.

Comments

1 comment

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  • Avatar
    Far Scham

    Before taking action based on the provided information, I appreciate to have an assistance regarding the issue that i am dealing with. 

    I have my domain running on another server with office webmail. In Plesk I am trying to work with A record subdomain and initialising webmail for it without interacting my domain. But the webmail page is empty. Although in log file it says that the email is sent by php but no delivery from the other end. 

    So is this possible to used (Domains > example.com > DNS Settings is absent, 3-d party name server) without causing any problem for my domain and have the webmail running for subdomain in Plesk ?!

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