Troubleshooting SSL Issuance

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This guide outlines the most common reasons for failed SSL issuance, and step-by-step resolution instructions.

DNS Verification Fails or Doesn’t Complete

Symptom

Upon configuring SSL/TLS, DNS verification fails or doesn’t complete because the _acme-challenge CNAME record is either missing or contains an incorrect value. This verification step is required to complete issue the SSL certificate.

Possible Causes

• No _acme-challenge CNAME record found in DNS
• Record added as a TXT entry instead of CNAME
• _acme-challenge CNAME record exists but contains an incorrect value
• Multiple conflicting _acme-challenge records present
• Legacy _acme-challenge records left over from a previous certificate order

Troubleshooting Steps

1. Remove all existing _acme-challenge TXT and CNAME records from DNS.
2. Add a single, correct _acme-challenge CNAME record to DNS - ensure it is added as a CNAME, not a TXT record.
3. Refer to this guide for help with DNS record formatting and placement.
4. If DNS verification is still happening in the Overview tab, wait until successful.
5. If DNS verification failed, restart the verification process by clicking on Configure SSL/TLS in the Overview tab.
6. Allow up to 24 hours for DNS propagation.
7. If the issue persists, contact Support with:

Support Escalation

If the issue remains unresolved after following these steps, contact our support team at cloudhosting@opensrs.com with the following details:

• Reseller username
• Domain name
• Date and time of the last DNS change
• Error message or behaviour

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