Website down

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  • Updated 8 months ago
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When trying to access my website, I'm getting a box with the following message: "Store Unavailable This store is currently unavailable due to maintenance. It should be available again shortly. We apologize for any inconvenience caused." The domain was locked due to some outdated info and was supposedly unlocked yesterday, which is when the above message began appearing. Website is hosted by Big Commerce and Big Commerce states everything is operational on their end.
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Sandy4725

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Posted 8 months ago

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Drew N, Community Manager

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It looks like you added the domain in Bigcommerce incorrectly. Log in and go to the domain section and add the domain as stores.pawsfurtreats
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Sandy4725

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Thank you so much for your help. The website comes up now, but it doesn't appear to be secure (no http or https), and it doesn't come up the same as it did in Google search. It seems after being down for over 2 weeks (due to being locked out), I've lost my ranking?? Thanks again, at least I can see it, so we're closer to being back in business than we were.
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Drew N, Community Manager

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Unfortunately, if Google crawled your domain while it wasn't working, it would look like the site was not there and Google would adjust the rankings. I would think that it would recover over time.
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Sandy4725

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Sorry to keep bothering you Drew, but you're the best about giving answers. I received an email from Big Commerce stating the following "Just letting you know that your store (http://stores.pawsfurtreats.com) has been switched over to the shared SSL certificate." I'm thinking this happened as part of this ordeal with Homestead putting my domain on hold. When contacting Big Commerce they state that my account is managed by Homestead and they can't help me (despite the email coming from Big Commerce). Can you tell me why my website no longer shows to be secure (no http or https). Why can't I seem to get back to where I was before this ordeal all started? I've had this domain with Homestead since 2008/2009, why now all the problems?

Thanks for all you do!

Sandy
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Drew N, Community Manager

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If your store is managed via Homestead, then only the checkout pages are secure. This is a contractual issue with Bigcommerce and you do come to Homestead for support. Homestead storefronts, have never been able to show all pages as secure.

I do want to be clear, that Homestead did not hold your domain. That was done by ICANN which is the group that regulates domain names. ICANN created new rules a couple years ago which have been very difficult for people to deal with, which is why you never had a problem with this until now. I do not know of any plans to change it again, so it is very important that the domain contact information be kept current at all times or you will see this again.
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Sandy4725

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I see that the checkout page is secure, but the other pages don't appear the same as before the lockout.  There is a circle on the URL line that if you click it, it states the site is unsafe. I received an email from Big Commerce that my certificate was switched to shared.  That would indicate to me that at one time it was not shared but private and maybe the reason why it appears differently to me??

As far as the domain, the relationship between Big Commerce and Homestead is one that I was never very clear about, and all my contact info was correct on the Big Commerce side.  I haven't even logged into my Homestead account since 2009 and didn't realize I had info that needed updating. I now know that technically the domain is with Homestead and the website hosting is with Big Commerce. 

Homestead is who we called about being locked out and we were total multiple times by the person we spoke to that the domain would be unlocked and it did not happen.  This back and forth went on for over 2 weeks.  Meanwhile I had no website, no income and I still got charged by EIG-Homestead for the month. 

So during these phone conversations when Homestead referred to the compliance department, are you saying they were referring to ICANN?

I'm not trying to be difficult, I'm just trying to understand.  My ultimate goal is to get my website back to where it was before all this happened. As far as ranking in Google search, that is probably the biggest hit and one that will not be corrected quickly.

Thanks,
Sandy
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Drew N, Community Manager

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From our initial contract with Bigcommerce, we have never been able to show the site as secure. If you showed the whole site as secure, then the store was not via Homestead. Now, the little icon you are referring to, is also relatively new. It is being implemented by browsers now, so it is possible in the past, that you din't realize the entire site was not secure as the browsers did not point it out previously.

I understand it is a pain to understand. If you look on the domains tab in your Homestead account, you will see that there is a link to Edit domain contact info. Every domain that is registered is required to have this contact info. If it is not current, then the domain could be suspended by ICANN. The problems really occur if you don't have access to the old email, as any email change on the domain must be verified from BOTH email addresses.  If that is impossible, then our compliance department needs to get some very specific proof that you are the owner in order to submit the reactivation request to ICANN and unsuspend the domain. Ultimately Homestead and Bigcommerce and any other company you choose to host your domain is subject to this same procedure.

I know you have had the domain with us for a long time, but this is relatively new, started in late 2016.

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