Bug - Can’t save a TXT DNS record

[TheRealChipA]

I’m trying to add a new URL (PipersIceCreamBar.com) to my Google properties, which of course means I need to verify ownership.  I’m following the steps in this Square Help document and this one.  However, after I click Save to add the new TXT record it does not actually save it.  I’m attaching a video showing this.

Not sure who’s lurking around in moderator-land today, so tagging a few.  Could you follow up with the engineers? This definitely seems like a bug to me. @_Violet @JJ_ @MayaP @RobynR 

[MayaP]

Good Morning @TheRealChipA,

Thanks for flagging and providing the video. I will look into why you cannot save the DNS and follow-up! 👍

[MayaP]

The team checked nothing should be blocking you from adding this. While your logged in go to weebly.com/home/domains and add the txt record there.

With your permission, if you can provide us the information you're trying to add our team can add it manually in the SO Dashboard to try and replicate and reproduce the issue @TheRealChipA.

[TheRealChipA]

@MayaP Weebly.com/home/domains?  FYI, this is a Square Online site.  Regardless when I follow that link I get the error in the screen shot attached.  I’ll PM you the information needed for the TXT record.  Thanks!

[TheRealChipA]

@MayaP And now I can’t get into Online from my dashboard at all.  When I click “Online” from my dashboard menu, I get this screen.  Click “Start your site” (which is wrong since I have a site) takes me to the screen I posted above.  Is Square Online having issues, currently?

[MayaP]

I just confirmed we do have one! 😔

You can follow updates on our Status Page. If you haven't already, make sure to opt into SMS/Email Alerts for SEVs. You can do so from Dashboard under Account & Settings > Business info > Outage Notification. 

Thanks for bearing with us! 

[TheRealChipA]

Thanks, @MayaP.  Actually, I was signed up for those (I think I beta tested them!) and I got a text message a few minutes after I posted here.  It all makes sense now.  We’ll see if this fixes my mysterious TXT record not saving issue.  But, for now, I’ll move on to another task on my never-ending list! Ha.

[TheRealChipA]

@MayaP I PMed you the information for the TXT record I need added to my DNS.  After yesterday’s outage, I tried to add it again.  Nothing new.  It acts like it added it (just as you can see in the video) but the record is not in the list.  

[RobynR]

@TheRealChipA, stepping in for MayaP since she's out today.

I don't have access to her personal messages. Could you share the details and video here instead?

[TheRealChipA]

@RobynR Details and video are above in my original post.  There’s nothing more to add other than that I was following up on @MayaP‘s comment that it should work, but doesn’t.  As far as the email, here is what I need.  @MayaP seemed to think that the engineers wanted to do this and see if they get any results.

I need a new DNS record of the type TXT.  For host @, the value of this new DNS record needs to be:

google-site-verification=Mga62KRNSGF7O21JnZsQyocAFifS9XL_nOZTU3OkJQQ

Thanks

[RobynR]

@TheRealChipA, I'm sorry for the confusion. It seems like you're working from a tablet in the video. Have you encountered this error when trying to add the DNS record from a desktop computer?

Additionally, I'll provide some troubleshooting tips for the Square App and Square Dashboard.

[TheRealChipA]

@RobynR Already did all of that.  I can’t add the TXT record anywhere — Windows laptop, tablet, phone.  As shown in the video above, it acts like it is adding it and I don’t get any errors.  It just doesn’t add the TXT record.  The engineers that @MayaP spoke with said that it SHOULD work.  It just doesn’t.  Which leads me to believe that something is wrong on your end, possibly something with my account, even.

Besides all the normal troubleshooting, I also did the following:

1. I reset my DNS records in Domains
2. I unpublished my site and republished it
3. I tried this on other browsers — Chrome, Firefox.

I really need a trouble ticket opened on this with the engineers.  As they said, it should work.  But it doesn’t work, for me at least.  Maybe they can add the record for me? LOL

[TheRealChipA]

@RobynR I am on the phone with customer support now.  They tried to do this on their end and are having the same non-result.  So it seems they are going to escalate this.  I’m at least happy to know that this isn’t operator error — something is definitely wrong either with my account or with the DNS maintenance tools on Dashboard. 🤞

[TheRealChipA · Accepted solution]

@RobynR @MayaP Well, it took a while (45 minutes) but Support and the Engineers were finally able to track down the problem.  I won’t go into the details, but what they learned made sense and they were able to fix my problem.  Thanks!

[Lindak22]

I'm having this problem. 

[TheRealChipA]

Hey @Lindak22.  Sorry to hear this.  In order to help you, I need to see your DNS records.  Can you

1. go to that screen on your dashboard > Online > Website > Domains.  
2. Click the blue Manage button next to your domain name then select Manage domain.
3. Scroll down to the DNS records section and take a screen shot to post here?

If your issue is the same as mine, it should be a quick fix.  Otherwise, I’ll have to refer you to Square support who was able to help me track my issue down.

[getsknfit]

"If my answer resolves your issue, please take a minute to mark it as Best Answer. That helps people who find this thread in the future."

[getsknfit]

Why, for the love of God, would you not post the details of what fixed your problem?

These forums are used to prevent people from having to contact support from scratch. Such a waste of time reading this entire thread.

[TheRealChipA]

Hmmm.  I just saw your post.  Because I didn't really understand their explanation, so trying to pass it on would just confuse things.  Whatever it was, it was something that required them to look into my account and do the fix, after it was escalated to the appropriate team.  And, no these forums are NOT to prevent people from calling support, especially when this problem requires calling support.  I have no idea where you made that up from.  This is not an issue fellow sellers are able to assist other fellow sellers with since it involves settings and such we don't have access to.  Geesh.

[UsernameToday]

I'm having the same problem. EITHER YOU OR SQUARE NEEDS TO POST THE ANSWER FOR THIS BS AS CLEARLY MULTIPLE PEOPLE HAVE THE SAME EXACT ISSUE! Been dealing with trying to get this working for months now.

[bluebonevents]

Hi! There is no solution to this other than calling customer support. I never got any explanation of what was wrong and there was seemingly no way for me to fix it on my own, but customer supper was fabulous and fixed it within minutes of my calling and I have had no problems since. Hope this helps!