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LochStudios  /  Help Centre  /  Troubleshooting  /  "This site can't be reached" and DNS resolution problems

"This site can't be reached" and DNS resolution problems

Troubleshoot DNS issues when your domain doesn't resolve or points to the wrong location.

Updated

When you see "This site can't be reached" or a timeout, the most common cause is a DNS problem. DNS is the system that translates your domain name (yourdomain.com) into an IP address your browser can connect to. Here's how to diagnose and fix it.

Understanding DNS

DNS works like a phone directory. When you type yourdomain.com into your browser:

  1. Your browser asks: "What's the IP address for yourdomain.com?"
  2. DNS servers look up the answer and return an IP (e.g., 192.0.2.1).
  3. Your browser connects to that IP address.

If DNS fails, your browser never gets the IP, and the site appears unreachable.

Step 1: Check if the domain resolves

Use an online DNS lookup tool to see what IP address your domain currently points to:

Expected result: You should see an "A" record with an IP address (e.g., yourdomain.com A 192.0.2.1).

If no result appears or you see an error: Your domain doesn't have a working DNS record. Continue to Step 2.

If the result shows an unexpected IP: Your DNS is pointing to the wrong server. Check Step 3.

Step 2: Verify your registrar nameservers

Your domain registrar holds the official nameservers that tell the world where your DNS is hosted. If they're misconfigured, DNS lookups fail.

  • Log in to your domain registrar (e.g., GoDaddy, Name.com, Namecheap, etc.)
  • Find the "Nameservers" or "DNS" section
  • Compare them to your hosting provider's nameservers

Your hosting provider should have given you nameserver addresses (e.g., ns1.example.com and ns2.example.com). If they don't match, update them:

  1. In your registrar account, change the nameservers to point to your hosting provider.
  2. Click save/confirm.
  3. Wait 15–30 minutes for the change to propagate.

Step 3: Check DNS records in your hosting control panel

Once the registrar points to your hosting provider's nameservers, you need to set up DNS records in your hosting account.

  • Log in to your hosting control panel (cPanel, Plesk, or your provider's dashboard)
  • Find "DNS" or "Zone Editor"
  • Look for an "A" record that points to your server's IP address

A correct "A" record looks like:

Name:  @
Type:  A
Value: 192.0.2.1 (your server IP)
TTL:   3600

Or for www:

Name:  www
Type:  A
Value: 192.0.2.1
TTL:   3600

If the A record doesn't exist, create it using your server's IP address (your hosting provider can tell you the IP).

If the A record points to the wrong IP, edit it to the correct one.

Step 4: Clear your local DNS cache

Your computer stores DNS results temporarily. If old information is cached, clearing it can help:

Windows:
CODE2

Mac:
CODE3

Linux:
CODE4

Then reload your website in your browser.

Step 5: Test DNS propagation

DNS changes don't happen instantly. It can take 4–48 hours for all DNS servers worldwide to recognize the change. Check the status:

  • Visit WhatsMyDNS
  • Enter your domain name
  • You'll see what IP address different DNS servers worldwide are returning

If most show your correct IP but a few are still showing the old one, the change is still propagating. Wait a few more hours and try again.

Step 6: Check for CNAME or subdomain records

If you're trying to reach a subdomain (like mail.yourdomain.com or blog.yourdomain.com), there should be a separate DNS record:

  • CNAME (Canonical Name): For subdomains that point to another domain
  • A record: For subdomains that point to a specific IP

Look in your hosting control panel's DNS section for records matching your subdomain name.

Common DNS problems and solutions

| Problem | Cause | Solution |
|---------|-------|----------|
| Domain resolves but site doesn't load | Wrong IP address configured | Update the A record to point to your correct server IP |
| Domain shows registrar's parking page | Nameservers still point to registrar | Change nameservers in registrar to hosting provider's |
| Domain resolves, then stops working | DNS record accidentally deleted | Check your control panel and recreate the A record |
| Some users can reach the site, others can't | DNS propagation in progress | Wait 24–48 hours; old data will expire from caches |
| Subdomain doesn't work | No CNAME/A record for subdomain | Create the subdomain DNS record in your control panel |

When to contact your hosting provider

If the above steps don't resolve the issue, contact your hosting provider with:

  • Your domain name
  • The IP address you expect the domain to point to
  • The IP address it's currently pointing to (from the DNS lookup tool)
  • When the problem started
  • Any recent changes you made (domain transfer, nameserver change, etc.)

They can verify your DNS configuration and help correct any server-side issues.

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