Plan requirement
| Subscription | Any plan |
| Access | Admin |
Sign-in failing on your own domain but working on the Zendesk address. Four causes, all of them in the setup around Zendesk rather than in Zendesk.
Symptoms
- An error when signing in on the mapped domain, but not on the Zendesk address.
- A certificate warning.
- Sign-in loops back to the sign-in page.
One: the certificate
Host mapping needs a valid certificate for your domain. An expired one produces warnings and blocked sign-ins, and expiry is the most common cause of this appearing suddenly.
Check the expiry date first.
Two: the DNS record
The mapping depends on a record pointing your domain at Zendesk. A DNS change elsewhere can remove or alter it without anybody connecting the two events.
Three: single sign-on addresses
Your identity provider has a redirect address registered. If it points at the Zendesk address and people arrive on the mapped domain, the sign-in fails or loops.
This is the usual cause of a loop rather than an error.
Four: mixed addresses
Links in emails and articles pointing at the Zendesk address while the domain is mapped, or the reverse. People end up switching between the two mid-flow and lose the session.
The quick test
Try signing in on the Zendesk address. If that works and the mapped domain does not, it is the mapping, the certificate or the redirect address, which narrows it immediately.
If it persists
Send pluscloud support the domain, the exact error, and whether the Zendesk address works. Certificates and DNS usually involve whoever runs your domain, so expect them to be part of the fix.
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