# Troubleshooting

> Common "it's not working" situations and how to resolve them.

Source: https://infranest.io/docs/troubleshooting
Last updated: 2026-08-30

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This article helps you fix the most common problems you might run into while using InfraNest, from monitors that seem wrong to sign-in issues.

## Overview

- Covers the most frequent "it's not working" situations reported by users.
- Each issue below includes what usually causes it and the steps to fix it.
- If a fix doesn't resolve your issue, contact your account admin or support for further help.

## Fix a monitor showing "down" when the site looks fine

1. Open **Monitors** and select the monitor in question, then choose **Open monitor**.
2. Check which region or probe reported the failure — sometimes only one region is affected, which can point to a local network or blocking issue rather than a real outage.
3. Confirm the domain's DNS is resolving correctly.
4. Check whether a **Firewalls** rule might be blocking the monitoring probe.
5. Run the check manually to confirm the current status.
6. Open the incident detail to see the exact failure reason recorded.

## Fix domains, DNS, or servers not showing up

1. Go to **Integrations** and find the relevant provider.
2. Confirm the integration's **Status** shows **Active** and that it's connected and healthy.
3. Check that the credential used to connect is still valid — reconnect using **Connect** if needed.
4. Confirm the first sync has completed.
5. If data still isn't showing, trigger a **Refresh** to re-sync.

## Fix missing alerts

1. Go to **Destinations** and select the destination that should be receiving alerts.
2. Send a test alert to confirm it arrives.
3. Double-check the destination's secret or URL is entered correctly.
4. Confirm the alert is actually **routed** to that destination — this is different from your personal settings under **Notifications**.
5. If using email, check your spam folder.

## Fix DNS changes that aren't taking effect

1. Allow time for the change to propagate — this isn't always instant.
2. Open **DNS** and confirm the record was saved in the correct zone, under the correct **Provider**.
3. Check for drift, which happens when the provider was changed outside InfraNest.
4. If drift is detected, re-sync to bring things back in line.

> [!NOTE]
DNS propagation delays are normal and not something InfraNest controls directly.

## Fix sign-in problems

1. On the sign-in screen, select **Forgot your password?** to reset your password.
2. If you've lost access to your two-factor device, use a recovery code instead.
3. If you've had several failed attempts, your account may be temporarily locked — wait for the lock window to pass, or contact an admin to unlock it.

## Fix a failed CSV import

1. Check that your file includes all required columns and that formats match what's expected (for example, country codes and phone number formats).
2. Review the import preview — it flags any rows with problems.
3. Fix the flagged rows and re-upload the file.

> [!NOTE]
Only **Contacts** and **SSL certificates** can be imported via CSV.

## Fix a drop-catch that didn't catch the domain

1. Open the domain's watch detail page.
2. Confirm the registrant contact information is complete.
3. Check that any required fields for that domain's TLD were filled in *before* the drop occurred.
4. Review the catch-attempt log on the watch detail page to see what happened.

> [!TIP]
Set up your registrant contact and required TLD fields well ahead of the drop time, since there's often no chance to fix missing information once the attempt starts.

## Troubleshooting

If none of the steps above resolve your issue:

- Double-check the relevant integration or destination is still connected under **Integrations** or **Destinations**.
- Look at the **Audit Log** for recent changes that might explain the behavior.
- Reach out to an admin on your team, or contact InfraNest support with details of what you tried.