If your website is down and not accessible, these troubleshooting steps will help you address the most common causes


For the examples below, input your school's name in the schoolname place:  myschoolapp.comurl: schoolname.myschoolapp.com, and schoolsite.com  is used as a placeholder for your schools public website URL.

Is it down everywhere or on your local network?

If you're unable to access your website on your schools local network, check to see if it loads on a device connected to an external network, such as a cellphone not connected to wifi, or another users home network.
  • If it is accessible on another device off of your network, the issue is likely with your local network and further troubleshooting steps should be done in your local network and DNS settings and you should contact your network administrator.
  • If not this is likely an external DNS setting

Verify your DNS records are correct

Your DNS records should always match the following:

Root Domain: (schoolsite.com) should have an A record of
Subdomain: (www.schoolsite.com) should have a CNAME of:

To check your schools DNS information, you can use Google's toolbox: https://toolbox.googleapps.com/apps/dig/
To check your A record, go to https://toolbox.googleapps.com/apps/dig/#A/ and type in schoolsite.com (without the www.* at the beginning)
The line in bold below ;ANSWER in the output will contain your A Record
To check your CNAME, go to https://toolbox.googleapps.com/apps/dig/#CNAME/ and type in www.schoolsite.com (including the www.* at the beginning)
The line in bold below ;ANSWER in the output will contain your CNAME
If either of these values are incorrect, you will need to update your DNS information with your DNS provider.

How do I find out who my DNS provider is?

If you don't know who hosts your DNS, you will need to look it up in order to update your records.
You can also use googles toolbox to look up your DNS provider:
  1. Go to https://toolbox.googleapps.com/apps/dig/#NS/
  2. Type in your schoolsite.com url (without the www.*) and hit enter
  3. Under the line that says ;ANSWER, You will see several lines that look something like: schoolsite.com 7199 IN NS ns12.worldnic.com
  4. Copy the NameServer address (ns12.worldnic.com in the example above) without the subdomain (such as ns12.)
  5. Go to Google
  6. Paste the NameServer address into the search field and hit enter
  7. Your DNS provider should be one of the first results

For the Name Servers for our Blackbaud DNS toolbox, see: DNS Toolbox and DNS Transfer Instructions
If your DNS is hosted with Blackbaud, the above article also includes instructions on accessing the DNS toolbox.

What if I'm getting an SSL error on my website homepage?

If you are getting an SSL error when you are navigating to your homepage it is likely because the A Record has been pointed to an incorrect server.
To check this follow the  above instructions for checking your A record, and insure it is pointed to
If the A record is pointed to anything else, it can cause issues with the renewal of the security certificate, and needs changed back.

If after verifying the above information and you are still not able to access your public website, please contact Support.

For information on how to contact K12 support see: How do I contact K12 On Support?