BigCommerce Stores 1016 Error


#1

I have 4 BigCommerce stores where the DNS is managed at Cloudflare. In the last hour or so, all 4 stores have gone down. In their place is a 1016 error from Cloudflare. I’ve opened a ticket with Cloudflare, but I’m not getting a timely response. Anyone know anything about this?

https://www.dnwoutdoors.com/


#2

The search does :wink:

First entry


#3

I read the help doc before I posted here. It didn’t help my issue.


#4

I presume you did follow all the suggested steps, didnt you?

Next thing would be you should post a screenshot of your DNS settings here, redact IP addresses if necessary.


#5

I used https://www.digwebinterface.com/ to test the destination domain (store-qk20a2c6xa.mybigcommerce.com) for the dnwoutdoors.com CNAME. Cloudflare is the only DNS that isn’t resolving that domain to an IP address.


#6

A naked domain generally cant be a CNAME, however Cloudflare allows it by flattening that record and assinging the target’s IP address as A record. This should generally work and I am not sure why it wouldnt it your case. Are you sure this is the right screen. Do you possibly have two Cloudflare accounts? Alternatively I could only imagine a DNSSEC issue with the mybigcommerce.com domain.


#7

Flattening has been working for months (or years in some cases), but the issue with BigCommerce just started today. It started on 4 of my stores simultaneously. Stores that are not using Cloudflare DNS are still up and running.

I do not have multiple Cloudflare accounts.

My first screenshot was just showing the DNS records in Cloudflare. Here’s a couple of screenshots showing all DNS hosts except Cloudflare able to resolve the destination domain.



#8

All right, in that case it appears as if Cloudflare had for some reason difficulties resolving store-qk20a2c6xa.mybigcommerce.com, hence it cant flatten it either.

I’d open a support ticket in this case and change the CNAME into an A record and assign the IP directly as workaround.


#9

Thanks! I opened a support ticket over an hour ago with no response yet. I posted here hoping someone would have a quick answer :slightly_smiling_face:

I’ll trying switching it to an A record and see what happens.


#10

On which account level are you?

The A record workaround is the quickest it could get :slight_smile:

That should work.


#11

I have a mix of pro and free accounts for these 4 stores.


#12

Pro should get you a faster response, free accounts are the last in the queue.