Troubleshooting

Having trouble with something in InfraNest? This guide walks you through the most common issues and how to fix them, no technical background needed.

Overview

• Covers the most frequent "something's wrong" situations users run into
• Points you to the right detailed guide for each issue
• Includes quick checks you can do yourself before contacting support

Fix a monitor that shows "down" when the site looks fine

If a monitor reports your site as down but it loads fine when you check it yourself, this is usually a difference in how the check is reaching your site versus how you're reaching it. See the article A monitor says my site is down, but it loads for me for the full explanation and fix.

Fix a server that stopped reporting data

If a server's graphs have gone flat, the server has likely stopped sending in data. See A server stopped reporting for steps to diagnose and resolve this.

Fix missing domains, DNS, or servers

1. Go to Integrations.
2. Find the provider in question and confirm it shows as connected and healthy.
3. Check that the credential used for the connection is still valid.
4. Confirm the first sync has completed.
5. If needed, trigger a Refresh to re-sync the data.

Fix missing alerts

1. Go to Destinations.
2. Select the destination you expect alerts to go to.
3. Send a test notification to confirm it arrives.
4. Double-check the destination's secret or URL is correct.
5. Confirm alerts are actually routed to that destination — this is separate from personal notification preferences.
6. If using email, check your spam folder.

Fix DNS changes that aren't showing up

If you've made a DNS change and it isn't reflecting yet, see My DNS change isn't showing up yet for details on timing and next steps.

Fix a stuck domain transfer

If a domain transfer hasn't completed, see A domain transfer is stuck for what to check and how to move it along.

Fix a certificate check that fails despite a valid certificate

If a certificate is flagged by InfraNest but looks fine in your browser, see A certificate check fails although the certificate is valid for an explanation and fix.

Fix sign-in problems

1. If you've forgotten your password, use Forgot your password? to reset it.
2. If you've lost access to your two-factor authentication device, use a recovery code to sign in instead.
3. If you've had several failed sign-in attempts, your account may be temporarily locked.

NoteIf your account is temporarily locked, wait for the lockout window to pass, or contact an admin on your team for help.

Fix a failed CSV import

1. Check that your file includes all required columns and that formats are correct (for example, country codes and phone numbers).
2. Review the preview — it flags any rows with problems.
3. Fix the flagged rows in your file.
4. Re-upload the corrected file.

NoteOnly Contacts and SSL Certificates can currently be imported via CSV.

Fix a missed drop-catch

1. Open the watch detail for the domain.
2. Review the catch-attempt log to see what happened.
3. Confirm the registrant contact on file is complete.
4. Confirm any fields required by the domain's TLD are filled in.

TipComplete the registrant contact and any required TLD fields well before the drop happens — fixing these after the fact won't help the next attempt.

Troubleshooting

If none of the steps above resolve your issue, reach out to support with details on what you tried — this helps us help you faster.