Troubleshooting¶

I can’t connect my domain(s) to the DDoSX^® network¶

If you’re struggling to connect your domains, first check that you are using SafeDNS to manage your DNS records. You need to use SafeDNS and point your domains to the UKFast nameservers, which are:

• ns0.ukfast.co.uk

• ns1.ukfast.co.uk

You’ll find SafeDNS in MyUKFast. Just log in and go to SafeDNS under the Products and Services menu. You should also read the full SafeDNS guide

My domain is showing as Not Configured, why is this?¶

If your domain is connected to the DDoSX^® network but not yet configured, you’ll see a red icon in the Status column on the Manage Domains page. See example below

To configure your domain, simply click on the Settings button next to the domain in question, and then Configure. Run through the process as set out in the Getting Started guide

My website does not work as expected over HTTPS¶

Ensure that the correct SSL certificate is selected in the dropdown box in the DDoSX^® configuration section (click Products & Services > DDoSX > Configure to find this). If this is set to none, there will be no HTTPS configuration for your domain. If using a custom SSL, ensure that the full SSL is correctly entered in the “SSL Certificates” tab.

Traffic is not getting through to my server on ports other than 80 and 443¶

DDoSX is designed to support HTTP and HTTPS web traffic on ports 80 and 443 respectively. If you need to accept traffic on ports other than 80 and 443, you may find this doesn’t work on DDoSX. Please contact us to discuss further if this is the case.

I’ve removed my domain from the DDoSX^® network, and now my website is offline.¶

If you’ve previously had a domain connected to the DDoSX^® network and then removed it, make sure to use SafeDNS to point your DNS records directly back to your own server or firewall. See the section on Removing a domain from DDoSX^® for more details.

My WAF on DDoSX doesn’t appear to be blocking any traffic?¶

Make sure you’ve configured your WAF settings correctly, and check your WAF is not either switched off, or in Detection Only mode.

Why is my WAF blocking legitimate requests?¶

It can take time to configure your WAF settings correctly in order to avoid “false positives”, or blocking legitimate requests to your application. Often this can require a trial-and-error approach to determine the optimal paranoia level and rulesets, that meet your security requirements without preventing legitimate users from accessing your application as needed. We strongly recommend running your WAF in Detection Only mode for a period of time before switching it on. This will give you the chance to understand which requests will be blocked, by analysing the log files produced. Please contact UKFast support by raising a support ticket in MyUKFast if you need help with this.

504 error after 60s despite my timeout being higher¶

There might be instances where you receive a 504 on your site after 60s despite your timeout being set higher. This is likely down to the proxy_connect_timeout which is set to 60s and cannot be changed. This likely means DDoSX is being restricted by a firewall or another server restrictions preventing a TCP connection from completing. Please review your origin restrictions to resolve this issue.