For the life of me I cannot get my custom portal URL to work.
I've added the DNS record and TXT records but keep getting the below message in FreshService
Main portal portal url: Required TXT record is not present or network issue with DNS propagation
Has anyone had success?
Much apprecaited.
Best Answer
V
Vaishali Pillai
said
over 1 year ago
Hi Robert,
I sincerely apologise for the delay in getting back to you on this issue.
Most DNS providers take a while for the DNS settings to be propagated and this might be an issue for you receiving the error. Our support team can assist you on this and I’ll ensure our representatives get in touch with you soon to get this working.
Thank you for using Freshservice!
M
Miquel Brazil
said
over 1 year ago
I am having this same issue. Did you ever find a resolution?
Vaishali Pillai
said
over 1 year ago
Answer
Hi Robert,
I sincerely apologise for the delay in getting back to you on this issue.
Most DNS providers take a while for the DNS settings to be propagated and this might be an issue for you receiving the error. Our support team can assist you on this and I’ll ensure our representatives get in touch with you soon to get this working.
Thank you for using Freshservice!
D
Daniel Smith
said
over 1 year ago
I'm having the same problem. The error reads, "Main portal portal url: Required TXT record is not present or network issue with DNS propagation". I'm using the settings outlined in https://[my site].freshservice.com/account > Rebrand your Helpdesk >> Helpdesk/Portal URL. In GoDaddy DNS manager I created the TXT record using fsverification-mysupportpage.mycompanyname.com (without angle brackets or quotes) in the Host field and the correct corresponding 64 character string in the TXT Value field.
Sanofar Allahpichai
said
over 1 year ago
Hi Daniel,
The record if added correctly should be updated by the DNS provider and reflected in Freshservice. I'll have our support team reach out to you with priority so that we can assist you further with this issue.
Regards,
Sanofar
M
Mathew Sebastian
said
7 months ago
Main portal portal url: Required TXT record is not present or network issue with DNS propagation
same issue.what is the solution?
M
Mark Chapman
said
6 months ago
I have the same issue, it looks like once the CNAME is added, any lookups for that subdomain are resolved by the FreshService DNS (AWS DNS) rather than the original host so that record can never be found.
I'm testing and expect to see the TXT record for the subdomain if I remove the CNAME reference.
Maybe a two step process would be better, validate the domain, then add the CNAME reference to rebrand. It feels like the TXT record could never be found once there is a CNAME.
Robert Rees
All,
For the life of me I cannot get my custom portal URL to work.
I've added the DNS record and TXT records but keep getting the below message in FreshService
Main portal portal url: Required TXT record is not present or network issue with DNS propagation
Has anyone had success?
Much apprecaited.
Hi Robert,
I sincerely apologise for the delay in getting back to you on this issue.
Most DNS providers take a while for the DNS settings to be propagated and this might be an issue for you receiving the error. Our support team can assist you on this and I’ll ensure our representatives get in touch with you soon to get this working.
Thank you for using Freshservice!
Miquel Brazil
I am having this same issue. Did you ever find a resolution?
Vaishali Pillai
Hi Robert,
I sincerely apologise for the delay in getting back to you on this issue.
Most DNS providers take a while for the DNS settings to be propagated and this might be an issue for you receiving the error. Our support team can assist you on this and I’ll ensure our representatives get in touch with you soon to get this working.
Thank you for using Freshservice!
Daniel Smith
I'm having the same problem. The error reads, "Main portal portal url: Required TXT record is not present or network issue with DNS propagation". I'm using the settings outlined in https://[my site].freshservice.com/account > Rebrand your Helpdesk >> Helpdesk/Portal URL. In GoDaddy DNS manager I created the TXT record using fsverification-mysupportpage.mycompanyname.com (without angle brackets or quotes) in the Host field and the correct corresponding 64 character string in the TXT Value field.
Sanofar Allahpichai
Hi Daniel,
The record if added correctly should be updated by the DNS provider and reflected in Freshservice. I'll have our support team reach out to you with priority so that we can assist you further with this issue.
Regards,
Sanofar
Mathew Sebastian
Main portal portal url: Required TXT record is not present or network issue with DNS propagation
same issue.what is the solution?
Mark Chapman
I have the same issue, it looks like once the CNAME is added, any lookups for that subdomain are resolved by the FreshService DNS (AWS DNS) rather than the original host so that record can never be found.
I'm testing and expect to see the TXT record for the subdomain if I remove the CNAME reference.
Maybe a two step process would be better, validate the domain, then add the CNAME reference to rebrand. It feels like the TXT record could never be found once there is a CNAME.
Regards
Mark