Domains: "Point to WordPress.com" doesn't update A and WWW records

[supernovia]

Quick summary

When a user transferrs or connects an existing domain to us, sometimes they'll wait several days for it to start working. We have a button that says "Point to WordPress.com" but if they are already using our name servers, that action doesn't do anything to fix the broken A record.

Steps to reproduce

I am not sure how best to replicate this since it requires starting with an existing domain that's not registered here and presumably isn't happening in all cases, but we see it fairly regularly. My guess is:

1. Have a domain registered elsewhere, with existing records
2. Connect or transfer it to use our name servers (I am not sure which flows they use when this happens)
3. Notice whether the A record gets updated

What you expected to happen

If someone clicks "Point to WordPress.com" with a domain registered here, we should:

• Make sure they are using our name servers
• AND update A records to appropriate settings
• Update WWW record as well

What actually happened

Currently the button just takes us into the domain management page. Judging from the status bar, it may point to our name servers as well, but if that's already done, it doesn't seem to do anything else. Any incorrect A records will stay in place, and there is no user guidance for updating them so the domain can start working.

Impact

Some (< 50%)

Available workarounds?

Yes, easy to implement

If the above answer is "Yes...", outline the workaround.

The workaround is easy but not easy for users to know they should do this:

1. Mange the domain
2. Manage DNS
3. In the upper right, click the three dots
4. Choose to use the default A Records
5. Wait for propagation & re-add SSL if needed

Platform (Simple and/or Atomic)

No response

Logs or notes

No response

[supernovia]

While I am not sure whether all of these specifically tried clicking "Point to WordPress.com" we do have many issues that mention "restore default A records" and seem to show people struggling with pointing their sites here.

[supernovia]

here's one, though: 9009128-zd-a8c

[github-actions]

Support References

This comment is automatically generated. Please do not edit it.

• 9009128-zen
• 9130817-zen
• 9152982-zen
• 9234141-zen

[supernovia]

I think we avoided changing people's A records automatically when they transfer a domain in (especially when domains were moving from the Google Domains situation; changing registrars in that case may not necessarily indicate a desire to change hosts) so I am guessing this could be mostly happening with transfers.

[ramynasr]

This has been reported before in p2MSmN-cgl-p2 as well.

[supernovia]

Here's another:
9130817-zd-a8c

[supernovia]

Another. These aren't aways reported but I suspect it's a pretty common problem. 9152982-zd-a8c

[gius80]

I had a look had issue. A couple of things before discussing a potential solution:

• Points to WordPress.com cta is showed only for transferred domains that are not pointing to WordPress.com (mapped domain have a different cta (Go to setup)
• The current link is broken, the settings page the Nameserver tab should be open (very easy fix)

Said that, I think that we should use 2 separate links, depending on the domain status.

Case 1: The domain is not pointing to WordPress.com and is using our NS

• if the domain is not pointing to WordPress.com and is using 3rd party NS
• The Tooltip should explain that the domain's A records should point to our IP addresses.
• The link should go to dns settings page
• We could add a visual shorcut (notice?) to reset A records.

I know that's an extra click, but I'd prefer to handle the issue in this page that resetting A records in domain management page.

Case 2: The domain is not pointing to WordPress.com and is using 3rd party NS
This case is quite unlikely, since transferred domains should use our NS. Anyway:

• The Tooltip should explain that the user should use our nameservers.
• The link should go to settings page, with the Nameservers tab open.

[gius80]

This is my proposal to fix the issue in the short term.

NOTE: this apply only to transferred domains (not mapped or registered ones)

In Domains list page:

• if the domain is using our NS and is not pointing to us, shows "Points to wpcom" button. The button should bring to the Edit DNS page, where we show additional messages/cta to reset A records and WWW CNAME records;
• if the domain is not using our NS and is not pointing to us, shows "Use WordPress.com NS" button. This time the link will bring to domain setting page, with the NS card expanded.

cc @ramynasr

[gius80]

#97659

[supernovia]

We have another case here. @gius80 and @ramynasr, I'm not sure why this is set to "low" -- support sees quite a few cases because of this, especially after domain transfers, but they don't all get noted because support just resets A records for the user or has them do it. I believe having "point to WordPress.com" correctly would prevent a lot of pain.

This user has been waiting for two weeks for "point to WordPress.com" to start working.

9234141-zd-a8c

[gius80]

Hi @supernovia, the task is in progress and almost completed, I'll finish it when I return from vacation next week 👍

[sajmes]

Awesome! Just wanted to note this was also reported here: p2MSmN-c2e-p2