If you purchased your site’s PRO service with DNS Service and therefore the domain you are using was registered with a third-party provider, it’s possible that the DNS configuration was not done correctly.
I remind you that your domain’s DNS configuration must include all the records shown in our guide Set DNS Records, and that the reconnection issue is often caused by an error in the A Record or in the CNAME.
You can check for any DNS pointing errors by opening a new tab and searching for your domain with and without www (that is, you should search for your domain for example as mariorossi.com and as www.mariorossi.com).
To check the current configuration of your DNS records, you can run a PING on the domain using the Command Prompt on your PC or using an online service such as https://pingtool.org/
To verify on the online service that the DNS records are correct, you will need to enter your domain name (for example mariorossi.com) in the Target IP / Hostname field and then repeat the operation by entering your domain name including www. (for example www.mariorossi.com)
In both cases, the Record IP address must be 35.190.27.135, as highlighted in the two images.
If you find a different IP address on at least one of the two hostnames, you will need to reconfigure the DNS Records by accessing the DNS configuration panel of your current provider. All configuration parameters are available in the following guide.
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