Custom Domain Issue: www vs no www

[SaraFrankenfeld]

Yesterday we added a custom domain for a hub site.  The site is working if I go to https://www.firstwilderness.com  but if I go to just https://firstwilderness.com I get a "server not found" error.  Did we miss a step somewhere?

[JustinPrather]

Hi @SaraFrankenfeld!

Thanks for posting your question!

Try these directions found at the following URL in our documentation:

You can set up a redirect on your root domain resolving to a CNAME on www. For example, browsing to example.com goes to www.example.com. The CNAME of www is registered to hub.arcgis.com. This setup allows traffic from example.com to end up at the site.

https://doc.arcgis.com/en/hub/sites/use-a-custom-domain.htm

[SaraFrankenfeld]

@JustinPrather So, here's the response from our IT person:

"That is what we did. 

Per the article, www.firstwilderness.com will work, but not firstwilderness.com

That is because the root level (firstwilderness.com) can only point to an ip address.

The second level (www.) is appended to the first level with the CNAME record I created (thus making www.firstwilderness.com) and can point to a named site.

Since CNAME records are meant for second level (in this case www) there is no way for it work without www.

Per the article, 'ArcGIS Hub only supports CNAME domain name service (DNS) entries.'"

Is that correct?  Or are we missing something?

[SaraFrankenfeld]

@JustinPratherHi Justin - I just wanted to follow up on this again.  We had already read the link in the ESRI help you provided, and it is very confusing to both myself and our IT director.  As of now, we cannot figure out how to make this domain work without having a "www" in front (in other words, I want to go to https://firstwilderness.com, but it is not working.  Only https://www.firstwilderness.com is working). 

Can you please confirm that either 1) it won't work without the www or 2) it WILL work, and if so, please let us know exactly what we need to do to make it work. 

Thank you in advance for your help!

[SJM]

I am currently having the same issue, was this ever resolved and if so please share how. Thank you. 

[ACrateau]

@SaraFrankenfeld Hi Sara,

We are working through the same problem with a custom domain and wondered if you were able to successfully setup your site to support not using www

Thanks!

[SaraFrankenfeld]

We never did get it successfully set up without using www - very frustrating.  However our IT guy was able to do something on his end.  This is what he said: "I set the www cname record to hub.argis.com".  Then we did a redirect from firstwilderness.com to www.firstwilderness.com

[Arayara]

For some domain registrars, like Name Silo, you have to set their WWW Redirect template. May take some hours to work. Works fine here.