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Unable to access the website with redirect: server IP address could not be found

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Mikhail Shport
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Plesk for Windows Plesk for Linux kb: technical ABT: Group B

Applicable to:

  • Plesk for Linux
  • Plesk for Windows

Symptoms

  • Website is inaccessible with the following error message:

    CONFIG_TEXT: www.example.com's server IP address could not be found

  • On attempts to access the website by its IP, the default Plesk Web server Page is shown

  • For the domain example.com, the A record on IP address of the domain at Plesk exists, for www.example.com - does not exist

    Note: It is possible to check the IP address of the domain by logging into Plesk and going to Domains > example.com > Web Hosting Access.

Cause

A DNS settings misconfiguration on a domain. Missing CNAME record on NS servers.

Resolution

Add the CNAME record on used NS servers, e.g:

CONFIG_TEXT: www.example.com CNAME example.com

Note: It can be possibly required to contact a domain registrar or DNS service provider to add the record on nameservers.

Workaround
  1. Log into Plesk
  2. Go to Domains > example.com > Hosting Settings
  3. Select non-www URL under the Preferred domain option

Comments

5 comments

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  • Avatar
    Betei Geuze

    Hi!,

    we have a DNS problem with a fresh plesk 18.0.30 installation an a Debian 10 Server. The Plesk Bind DNS refused all valid request. A dig query shows that:

    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: REFUSED, id: 18691
    ;; flags: qr rd; QUERY: 1, ANSWER: 0, AUTHORITY: 0, ADDITIONAL: 1
    ;; WARNING: recursion requested but not available

    What could be the reason?!

    Regards, betei

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  • Avatar
    Kuzma Ivanov

    Hi there Betei Geuze!

    Thanks for your question.

    I've checked this on a test server with Plesk and Debian 10 and DNS works fine there.

    The issue you have faced might be caused by filtered port 53 which is used by DNS.
    Check out this KB article for details.

    If port 53 is opened, but the issue is still there, please submit a ticket to Plesk Technical Support for further troubleshooting.

    Thanks,
    Kuzma

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  • Avatar
    Betei Geuze

    Hi Kuzma,

    the Port 53 was not filtered and we could see in syslog that the request was incomming and reach the dns. But the dns
    answered always with a denied or refused. We couldnt find the issue so that we switched back to debian 9. With that fresh Installation we have no dns Problems

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  • Avatar
    Kuzma Ivanov

    Hello Betei Geuze,

    Got it.

    If you still want Plesk Support team to check why DNS was not working on your Debian 10 server, I'd suggest submit a ticket to Plesk Technical Support.

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  • Avatar
    Armin Admin

    Hi

    Same issue here. Debian 10 and Plesk 18.0.31.2 both will be freshly installed and DNS doesn't work. neither from localhost (servfail) than from external server (refused). We changed now to ubuntu, which works fine.

    Regards
    Armin

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