Troubleshooting

This article walks you through fixing the most common issues you might run into while using InfraNest, from monitors showing the wrong status to trouble signing in.

Overview

• Covers monitors, integrations, alerts, DNS, sign-in, CSV imports, and drop-catches.
• Each section below lists likely causes and where to look to confirm them.
• If these steps don't resolve your issue, contact support with the specific error or incident detail so we can help faster.

Fix a monitor showing "down" when the site looks up

1. Open the monitor and check which region/probe reported the failure — a single region may be blocked while others work fine.
2. Confirm DNS resolution is working for the site.
3. Check whether a firewall could be blocking the prober from reaching the site.
4. Run the check manually to confirm the result.
5. Open the incident detail to see the exact failure reason.

Fix domains, DNS, or servers not showing up

1. Go to Integrations and select the provider in question.
2. Confirm the integration is connected and healthy.
3. Check that the credential used for the connection is still valid.
4. Confirm the first sync has completed.
5. If needed, re-sync the integration.

Fix alerts you're not receiving

1. Send a test alert to the destination.
2. Confirm the destination's secret or URL is entered correctly.
3. Check that alerts are actually routed to that destination — note that destinations are separate from personal notification preferences.
4. If using email, check your spam folder.

Fix DNS changes that aren't taking effect

1. Allow time for propagation — changes aren't always instant.
2. Confirm the record was saved in the correct zone/provider.
3. Check for drift, which happens when the provider was changed outside InfraNest.
4. Re-sync if drift is detected.

Fix sign-in problems

1. If you forgot your password, use Forgot your password? to reset it.
2. If you lost your 2FA device, sign in using a recovery code.
3. If you've had repeated failed attempts, your account may be temporarily locked — wait for the lock window to pass or contact an admin for help.

Fix a failed CSV import

1. Check that your file includes the required columns and correct formats (for example, country codes and phone numbers).
2. Review the preview, which flags any bad rows.
3. Fix the flagged rows and re-upload the file.

NoteOnly contacts and SSL certificates can be imported via CSV.

Fix a drop-catch that didn't catch the domain

1. Confirm the registrant contact was complete before the drop.
2. Confirm any required TLD fields were filled in before the drop.
3. Open the watch detail and review the catch-attempt log for details on what happened.

TipSet up your registrant contact and required TLD fields well in advance of a drop so nothing is missing at the critical moment.