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Subdomain Troubleshooting

Solve common subdomain-related issues quickly. This guide covers the most frequent problems and their solutions when working with AllAccessible subdom

Written by Frank

Subdomain Troubleshooting

Overview

Solve common subdomain-related issues quickly. This guide covers the most frequent problems and their solutions when working with AllAccessible subdomains.

Who This Is For

  • Users experiencing subdomain issues

  • Anyone whose widget isn't appearing on subdomains

  • Site owners verifying subdomain setup

What You'll Learn

  • Most common subdomain issues

  • Quick diagnostic steps

  • Solutions to frequent problems

  • When to contact support

Quick Diagnostic Checklist

Before diving into specific issues, check these:

  • Subdomain exists in your DNS/hosting

  • Subdomain loads in browser

  • Subdomain registered in AllAccessible dashboard

  • Widget code installed on subdomain

  • Using correct Account ID

  • On Starter plan or higher (not Free)

  • Waited 60 minutes since adding subdomain

If all checked: See specific issues below

Common Issues and Solutions

Issue 1: Widget Not Appearing on Subdomain

Most Common Problem

Symptoms:

  • Widget appears on main site

  • Widget missing on subdomain

  • No accessibility button visible

Possible Causes:

Cause A: Widget Code Not Installed

Check:

  1. Visit subdomain

  2. Right-click → View Page Source

  3. Search for "allaccessible" (Ctrl+F)

  4. If not found: Widget code missing

Solution:

Cause B: Subdomain Not Registered in Dashboard

Check:

  1. Dashboard → Sites → [Site] → Subdomains

  2. Look for your subdomain in list

  3. If not there: Not registered

Solution:

Cause C: Cache Not Updated Yet

Check:

  • How long ago did you add subdomain?

  • If < 60 minutes: Likely cache

Solution:

  • Wait up to 1 hour

  • Clear browser cache

  • Try incognito mode

Cause D: Wrong Account ID

Check:

  • View page source on subdomain

  • Find AllAccessible script

  • Verify Account ID matches dashboard

Solution:

  • Copy installation code from dashboard again

  • Replace code on subdomain

  • Ensure exact match

Issue 2: "Subdomain Already Exists" When Adding

Symptoms:

  • Try to add subdomain

  • Error: "This subdomain already exists"

  • But you don't see it in list

Possible Causes:

Cause A: Actually Already Added

Check:

  • Scroll through entire subdomain list

  • Search or filter for subdomain

  • May have been added previously

Solution:

  • If found: Just install widget code

  • If not needed: Delete it

Cause B: Added to Different Site

Check:

  • Check your other sites

  • Subdomain may be registered elsewhere

Solution:

  • Delete from other site if mistake

  • Or keep there if intentional

Cause C: Deleted Recently

Check:

  • Was it deleted in last 24 hours?

  • System may need cache clear

Solution:

  • Wait 24 hours and try again

  • Or contact support for immediate clearing

Issue 3: Different Widgets on Main Site vs Subdomain

Symptoms:

  • Main site: Widget appears correctly

  • Subdomain: Widget appears but looks different (colors, position, etc.)

Cause: Subdomain Has Custom Settings

Check:

  1. Dashboard → Sites → [Site] → Subdomains

  2. Click subdomain

  3. Click "Widget Settings"

  4. Check if customized differently

Solution:

  • If intentional: No action needed

  • If not intentional:

    • Reset to match main site

    • Or copy main site's widget settings

Issue 4: Subdomain Exceeding Pageview Limits

Symptoms:

  • Email warning: "Approaching pageview limit"

  • One subdomain using most pageviews

Cause: High Traffic Subdomain

Check:

  • Dashboard → Usage

  • See pageview breakdown by subdomain

  • Identify high-traffic subdomain

Solutions:

Option 1: Upgrade Plan

  • Starter (10k) → Growth (25k)

  • Add Extra Pageviews pack (+25k per $10/month)

Option 2: Remove Widget from Low-Value Subdomains

  • Keep on customer-facing subdomains

  • Remove from staging, dev, internal tools

  • Focus budget on important subdomains

Option 3: Monitor and Optimize

  • Identify traffic patterns

  • Remove from seasonal low-traffic periods

  • Re-enable when needed

Issue 5: Subdomain Shows Wrong Accessibility Statement

Symptoms:

  • Subdomain shows statement for different domain

  • Statement mentions wrong company name

  • Outdated information

Cause: Inherited Statement Not Customized

Solution:

  1. Dashboard → Sites → [Site] → Subdomains

  2. Click subdomain

  3. Click "Accessibility Statement"

  4. Customize for this specific subdomain

  5. Save changes

  6. Wait 60 minutes for propagation

Issue 6: Can't Delete Subdomain

Symptoms:

  • Delete button grayed out

  • Error when trying to delete

Possible Causes:

Cause A: Last Remaining Subdomain

Issue: Can't delete if it's the only subdomain (main domain needs at least one)

Solution:

  • Must keep at least one subdomain (usually www or @ for root)

  • Delete site entirely if no longer needed

Cause B: Active Subscription Issues

Check:

  • Site has active subscription

  • Billing is current

Solution:

  • Ensure billing up to date

  • Contact support if persists

Issue 7: Subdomain Doesn't Load at All

Symptoms:

  • Subdomain shows "Site Not Found" or 404

  • Can't access subdomain in browser

  • AllAccessible widget issue is secondary

Cause: DNS/Hosting Problem (Not AllAccessible)

This is a DNS/hosting issue, not AllAccessible:

Check:

  1. Verify subdomain exists in DNS

  2. Check with hosting provider

  3. Ensure DNS propagated (up to 48 hours)

  4. Verify server configuration

AllAccessible Can't Fix:

  • DNS issues

  • Server configuration

  • Hosting problems

Once Subdomain Loads: Then add to AllAccessible

Issue 8: Subdomain Shows "Invalid License"

Symptoms:

  • Widget appears but shows error

  • "Invalid license" or "Domain not registered"

Possible Causes:

Cause A: Domain Mismatch

Check:

  • Dashboard subdomain: blog.site.com

  • Actual subdomain: www.blog.site.com (extra www!)

  • Must match exactly

Solution:

  • Add exact subdomain as it appears in browser

  • www vs non-www matters!

Cause B: HTTPS vs HTTP

Check:

  • AllAccessible requires HTTPS

  • If subdomain is HTTP only, widget won't work

Solution:

  • Add SSL certificate to subdomain

  • Ensure HTTPS access

  • Then widget works

Advanced Troubleshooting

Browser Console Debugging

For Technical Users:

  1. Visit subdomain

  2. Right-click → Inspect → Console tab

  3. Look for errors

Common Console Errors:

"Failed to load widget: Domain not registered"
→ Add subdomain to dashboard

"Account ID mismatch"
→ Check Account ID in code vs dashboard

"CORS error"
→ Contact support (server configuration issue)

"Mixed content warning"
→ Ensure subdomain uses HTTPS

Network Tab Analysis

Check if widget file loads:

  1. Inspect → Network tab

  2. Refresh page

  3. Filter by "JS" or search "allaccessible"

  4. Look for {ACCOUNT_ID}.js file

Status Codes:

  • 200 OK ✅ Widget loaded successfully

  • 403 Forbidden ❌ Domain not authorized

  • 404 Not Found ❌ Account ID wrong

  • 500 Server Error ❌ Contact support

When to Contact Support

Contact Support If:

Technical Issues:

  • Widget loads on main but not any subdomains (after checking above)

  • Error messages in console you don't understand

  • Subdomain can't be added (system error)

  • Deleted subdomain won't re-add

Configuration Issues:

  • Need to bulk-add 20+ subdomains

  • Need to transfer subdomain to different site

  • Billing questions about subdomain pageviews

Emergency Issues:

  • Widget stopped working on all subdomains suddenly

  • Pageview tracking seems incorrect

  • Accessibility features not functioning

Contact Info:

  • 📧 Email: [email protected]

  • 💬 Chat: Available on allaccessible.org

  • 📞 Phone: For priority support (Growth plan+)

Include in Your Message:

  • Account ID

  • Site domain name

  • Specific subdomain having issues

  • Error messages (screenshot)

  • Browser console errors

  • What you've tried already

Prevention Tips

Avoid Common Problems

1. Document As You Go

  • Write down each subdomain when added

  • Note customizations

  • Track installation status

2. Test Immediately

  • After adding subdomain, test right away

  • Don't wait until later

  • Fix issues while fresh in mind

3. Use Consistent Naming

  • Stick to standard subdomain names

  • Avoid special characters

  • Keep it simple

4. Monitor Regularly

  • Check dashboard weekly

  • Review pageview usage

  • Ensure all expected subdomains present

5. Keep Installation Codes Handy

  • Save installation code in password manager

  • Include in website documentation

  • Share with team members

Quick Reference

Subdomain Not Working Checklist

□ DNS: Subdomain resolves in browser?
□ Dashboard: Subdomain added to AllAccessible?
□ Code: Widget installed on subdomain?
□ Account ID: Matches dashboard?
□ Plan: On Starter or higher (not Free)?
□ HTTPS: Subdomain uses secure connection?
□ Time: Waited at least 60 minutes?
□ Cache: Cleared browser cache?
□ Browser: Tried incognito mode?
□ Console: Checked for JavaScript errors?

If all checked and still not working: Contact support

Related Articles

Last Updated: October 2025
​Most Common Issue: Widget code not installed (80% of cases)
​Average Resolution Time: 5-15 minutes

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