Troubleshooting

Your application is configured with a hostname but the URL does not load, or the
browser warns about the certificate. Work through the matching symptom below
before raising a request.

For the setup steps themselves, see Ingress, Custom Domains and TLS.

The URL returns 503, or the connection is refused

The routing rule exists but nothing healthy is behind it, or traffic is not
reaching the platform at all.

1. Open the Component in SVIEW and confirm it shows a healthy status. A
   Component that is not running cannot answer requests.
2. Confirm your DNS record points at the correct load balancer address for that
   Environment.

If the Component is healthy and DNS is correct but the URL still fails, raise a
request. The problem may be in the platform ingress layer, which CTO2B owns.

The URL does not resolve at all

The DNS record is missing, still propagating, or pointing somewhere else.

1. Check that the record exists in your DNS provider and has the load balancer
   address as its value.
2. Allow a few minutes for propagation after any change.

No certificate has been issued after 10 minutes

Certificate issuance waits for public DNS.

1. Confirm the hostname resolves publicly to the platform load balancer.
2. Once it does, issuance is retried automatically. No action is needed on your
   side beyond fixing the DNS record.

If the hostname resolves correctly and there is still no certificate after a
further 10 minutes, raise a request with the hostname.

The browser shows a certificate warning

1. Verify the DNS record resolves to the correct load balancer address. A
   hostname pointing somewhere else will present the wrong certificate.
2. Confirm the Component is healthy in SVIEW.

If both are correct and the warning persists, raise a request with the hostname
and the exact error message the browser shows.

Prevention

• Create the DNS record before, or immediately after, setting the hostname in
  SVIEW. Most ingress issues are a hostname that is configured but not yet
  resolving.
• Use the same hostname pattern across Environments so that promoting a service
  does not need a new DNS design each time.

Still having issues?

Raise a request with the hostname, the Environment, the Component name, and the
exact error or status code you see. See Getting Help.

Related articles

• Ingress, Custom Domains and TLS
• Promoting a Service's Ingress to a New Environment