Domain not being proxied to our server

In the Cloudflare control panel we have both the “@” and “www” A records configured to proxy to our server at the same IP address.

However, when you access https://humberbridgegardencentre.co.uk/ you see the domain owners old Wordpress website and when you access https://www.humberbridgegardencentre.co.uk/ you see a holding page for them hosted on our server.

The response header from Cloudflare for https://humberbridgegardencentre.co.uk/ look like:

HTTP/2 200 OK
date: Thu, 28 Apr 2022 13:12:27 GMT
content-type: text/html; charset=UTF-8
cf-ray: 70300c66af8506c1-LHR
link: <https://humberbridgegardencentre.co.uk/wp-json/>; rel="https://api.w.org/", <https://humberbridgegardencentre.co.uk/wp-json/wp/v2/pages/2639>; rel="alternate"; type="application/json", <https://wp.me/PcInH7-Gz>; rel=shortlink
vary: Accept-Encoding
cf-cache-status: DYNAMIC
expect-ct: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct"
ki-cache-type: None
ki-cf-cache-status: BYPASS
ki-edge: v=17.4
x-content-type-options: nosniff
x-edge-location-klb: 1
x-kinsta-cache: EXPIRED
report-to: {"endpoints":[{"url":"https:\/\/a.nel.cloudflare.com\/report\/v3?s=6QFTBi59TrT7h8tot72UjMFYF1GhtVewxnfk1Q4%2BPCKLykASuzZ5UDekxFA2M0kgqHMd6Hk2bHy7ciJGrX6EILBWV03rLyI4YOQUl0cO%2Ftv0HWwZ0NinY15KVSdLPOD%2FBrVZqTDYRgbR3wvUE%2FThuw%3D%3D"}],"group":"cf-nel","max_age":604800}
nel: {"success_fraction":0.01,"report_to":"cf-nel","max_age":604800}
server: cloudflare
content-encoding: br
alt-svc: h3=":443"; ma=86400, h3-29=":443"; ma=86400
X-Firefox-Spdy: h2

And the response headers from Cloudflare for https://www.humberbridgegardencentre.co.uk/ look like:

HTTP/2 200 OK
date: Thu, 28 Apr 2022 13:13:34 GMT
content-type: text/html; charset=utf-8
expires: Thu, 28 Apr 2022 13:13:34 GMT
cache-control: must-revalidate
referrer-policy: strict-origin-when-cross-origin
strict-transport-security: max-age=31536000
x-content-type-options: nosniff
x-frame-options: sameorigin
vary: X-Forwarded-Proto,Accept-Encoding
last-modified: Thu, 21 Apr 2022 08:20:40 GMT
x-backend: spoton-blue
x-host: spoton-blue:wq
cf-cache-status: DYNAMIC
expect-ct: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct"
report-to: {"endpoints":[{"url":"https:\/\/a.nel.cloudflare.com\/report\/v3?s=zcA4PiG1gEqFVMdcEtcu4iSWaa3bpXwUVLhmZjEjt7%2FTr1D0%2BRoAGwkbUUb1%2BzYgKwRXwULs5gp5EdvLkJEBtYvKUHotm%2Fjwp3MpZ0DtNqlVcg%2BY4dFKzcF7AnTQ9LS%2FJi6MLk7iv5z9wu%2FH1%2Fr943yTIlvs"}],"group":"cf-nel","max_age":604800}
nel: {"success_fraction":0,"report_to":"cf-nel","max_age":604800}
server: cloudflare
cf-ray: 70300e576e4c06c1-LHR
content-encoding: br
alt-svc: h3=":443"; ma=86400, h3-29=":443"; ma=86400
X-Firefox-Spdy: h2

Anyone have any guesses as to what is going wrong?

Ask the domain owner to remove the domain from their Kinsta account, or have Kinsta support remove it for you.

Cloudflare for SaaS integrations take precedence over your own configuration, and they can be tricky to identify and remove. The best way is as above, to have the SaaS provider remove the integration on their side.

Hi Michael,

Thanks for the reply, I will tell them to do what you suggest and hopefully that will resolve the issue.

Hi again,

OK, we have been in contact with the domain owner for whom we will be creating a new website and apparently they have never heard of Kinsta, Cloudflare or Wordpress. The owner did tell our Support team the name company that built their existing website for them and when our team looked at the website it referred to Kinsta and Wordpress.

The question is, if the domain owner cannot get the company that built their existing website to remove their domain from the Kinsta account, are there any options to enable Cloudflare to override things?

One thing thing our support team were able to confirm is that if we turn off proxying in Cloudflare, the connection does come through to our server, but then without the proxy, they also do not benefit from Cloudflare’s free SSL certificates.

Thanks in advance for any advice you can offer.

PS the original company that built their website were https://bassmediagroup.co.uk/ who are listed on Bass Media Group - Kinsta Agency Directory

If the original company refuse to help, then create a ticket in Cloudflare, and post the ticket reference here.

<Rant> Please don’t do this. The Origin server should have a valid certificate, and nobody should just rely solely on the Cloudflare edge certificate. If you claim to be a professional services company then you should act like one.

Hi Michael,

Thanks for the additional comments. Unfortunately we are actually on a free Cloudflare account (as we don’t need any of the extra features paid accounts provide). Whilst in the past Cloudflare would permitted free accounts to create tickets, that is no longer possible. Currently when you go through the process to create a ticket it just ultimately directs people to these community forums for assistance.

Our support team have now spoken directly to Bass Media, and they took some persuading to remove the domain from their Kinsta account. Apparently they said that since the domain owner had left them and DNS was now in our Cloudflare account, they did not think it mattered that the domain name was still listed in their account. Anyway, they have now removed the domain, and proxying is working correctly in Cloudflare.

Please note, that we use proxying for the caching that Cloudflare provides not as a means of obtaining SSL, but we have all domains configured to require that Cloudflare serve content only via https. In cases where a customer wants to manage dns themselves and don’t want to use Cloudflare, ssl certificates on our server will protect visitors.

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