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Launch a site /

Troubleshoot a launch

Note

If a site launch did not complete as expected, and assistance is still needed after following the troubleshooting steps below, reach out to VIP support to restore the site to the most recent backup.

If an attempted import errored out, the site’s database will automatically be restored to the most recent backup.

Site Not Found error

site not found error

Verify in the VIP Dashboard that the domain was added according to the instructions.

In the case of multisite, verify the domain has been correctly entered in the Network Admin. If the domain was mapped without the www prefix, accessing the site at www.example.com will return a “Site Not Found” error because redirects for multisite subsites must be handled by adding custom code to the vip-config.php file.

The “Site Note Found” error may also be caused by an incorrect search and replace. The first search-replace parameter must match the previous domain, and the latter parameter must match the newly mapped domain, including the www prefix or lack of. Remember, if you’ve already run search-replace for your root site, your previous domain (the first search-replace parameter) should be set to your custom domain, and not the VIP convenience domain.

“Site Not Found” errors can also occur for sites set up with a reverse proxy.

URLs not updated with launched domain

If instances of the old domain are found in the site or in the database, try flushing the object cache via VIP CLI. You may need to run the command with several different URL parameters to clear out any persistent objects:

vip @mysite.production --yes -- wp cache flush --url=mysite.go-vip.net
vip @mysite.production --yes -- wp cache flush --url=www.mysite.com

The wp cache flush command can be run without the --url parameter, however doing so will only flush the cache for subsite 1 of the multisite network.

vip @mysite.production --yes -- wp cache flush

The page cache of URLs can be cleared at the edge by running

vip @mysite.production --yes -- wp vip cache purge --url=www.mysite.com

DNS issues

The site’s DNS records can be queried via the command line:

dig <domain-name>

Example output for dig wpvip.com:

In the ANSWER SECTION, the 3600 denotes the domain’s TTL (Time to Live), whereas the A denotes the DNS record type (queries the A record by default if no type is specified in the command).

Ensure that the domain’s DNS is pointed to VIP, but that the domain’s nameservers are pointed to the DNS provider. A service like DNS Checker can be used to track progress of propagation of the domain’s updated DNS.

Unable to access the WordPress Admin

If you are unable to access the WordPress Admin dashboard, or the options on the dashboard appear unfamiliar or incorrect, first ensure that you are not logged in as a user with a Subscriber role. If needed, user roles can be updated with VIP-CLI.

For subsites that were previously single sites, Administrators become promoted to Super Admins, which have access to all subsites and can create new subsites. These are different from site-specific Administrators, which only have admin capabilities and access for the designated sites.

Data sync doesn’t work after a subsite launch

For subsite launches performed on multisite networks, data syncs from production environments to develop or preprod environments will continue to work as expected if the launched site is the root site (site ID 1).

If a subsite other than the root site has been launched, the YAML-based domain mapping config file must be updated in your code repository to reflect the newly launched site before data syncing between your environments will work as expected.

Reverse proxies

Reverse proxies can add another layer of complexity when launching multisite subsites. Investigating the specific configuration of the reverse proxy setup, including the required headers and proxy return values, will help debug any errors that may occur.

Last updated: December 29, 2021