Hosting Partner: Troubleshooting

**I installed cPanel but CloudFlare is not working**

    Step 1: On your cPanel (or control panel) server, do a dig for your localhost:
        dig www.mydomain.com @127.0.0.1
        Do you get a response that says www.mydomain.com.cdn.cloudflare.net? If yes, go to Step 2.

    Step 2: On your cPanel (or control panel) server, do the following dig:
        dig www.mydomain.com
        Do you get a response that says www.mydomain.cdn.cloudflare.net? If yes, go to Step 3:

    Step 3: On your Desktop, do the following dig:
        dig www.mydomain.com
        Do you get a response that says: www.mydomain.com.cdn.cloudflare.net?

If at any point you do not get the ".cdn.cloudflare.net" output, this is the step where the DNS is not updating properly.

Less than 24 hours since you enabled CloudFlare: If it has been less than 24 hours since you enabled CloudFlare, then the issue is likely that the DNS is still updating and has not propagated everywhere.

Over 24 hours since you enabled CloudFlare: If it has been more than 24 hours since you enabled CloudFlare, then the issue is the cPanel or control panel instance is not the authoritative name server for your zone. To troubleshoot this, you'll have to refer to your control panel documentation. You know where the issue lies based on what step that the DNS is no longer returning a “.cdn.cloudflare.net” output.


**I activated CloudFlare, but do not see any statistics**

There are two reasons that this may happen:

    No traffic to subdomain

CloudFlare is enabled for a subdomain that does not get traffic. Through the hosting providers, CloudFlare can only protect traffic going to certain subdomains, specifically CNAMEs. If your traffic all goes to an A record like your root domain, mydomain.com, rather than www.mydomain.com, then even if you’ve enabled CloudFlare, the traffic is not passing through our network.

To resolve this issue, you can setup a redirect in your .htaccess file from the root domain to the ‘www’ subdomain. You will want to make sure the cloud is orange for the ‘www’ subdomain.
   
CloudFlare not turned on for subdomain
        
You have not turned CloudFlare on for the subdomain. CloudFlare ‘on’ is indicated by an orange cloud, rather than gray cloud. You want to toggle the cloud to orange in your control panel next to the subdomain.
You can test the subdomain by running the following command in a *nix terminal:

        dig subdomain.example.com

        where output with cdn.cloudflare.net indicates that traffic is traveling through CloudFlare's network

**The customer tried CloudFlare and has an issue. What should I do?**

When one of your hosting customers enables CloudFlare, there should be no noticeable difference to their website. If the site is loading slowly after enabling CloudFlare or there is an error page, there is most likely a problem. First, the customer should disable CloudFlare by clicking the orange cloud so it becomes gray. Second, your support team should contact CloudFlare’s support.

In the Support Ticket to CloudFlare, include:

    The domain
    Details about the issue
    Error page description

The customer cannot access their website. They are seeing a:

502 Bad gateway cloudflare-nginx error page

CloudFlare’s network is having an issue. We monitor for errors like these very closely. Our most up to date network system status is on @CloudFlareSys

CloudFlare runs several data centers around the world and often issues are isolated to one server in one data center so even though some visitors are affected, other visitors around the world will not see the same error.

Our Technical Operations team clears issues very quickly.
If one of your users is seeing this type of error page, they can:
       
 Open a ticket with the CloudFlare team with the geographic location of where the error page was seen
 It is best if an output of a traceroute is included
 Temporarily toggle CloudFlare to off (gray cloud)

"Website is currently unavailable"

    This error page appears when CloudFlare cannot connect to the origin server and CloudFlare does not have a copy of the website in its cache.
   
CloudFlare cannot connect to the origin server in two situations:

The server is online, but something on the server is blocking CloudFlare’s requests.
            
If the origin server is online, but this error page is displaying, something is blocking CloudFlare’s requests. The most common cause is a firewall. The website owner should make sure all of [CloudFlare’s IP addresses](https://www.cloudflare.com/ips) are whitelisted.

The origin server is offline.
When the origin server goes offline, CloudFlare tries to serve a copy of the webpage from its cache. If CloudFlare does not have a copy in its cache, then this standard error page appears. The website owner should work with you to determine why their server is offline.

**1004 error – DNS is still propagating**

If one of your customers activates CloudFlare through the control panel and immediately visits their website, they may see a “DNS is propagating” error page. This will not happen frequently. The issue should resolve itself within 5 to 10 minutes. If not, contact CloudFlare support.

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