51ºÚÁϲ»´òìÈ

DocumentationCommerceCommerce KB

51ºÚÁϲ»´òìÈ Commerce Fastly troubleshooter

Last update: Wed Nov 06 2024 00:00:00 GMT+0000 (Coordinated Universal Time)

CREATED FOR:

  • Developer

This Fastly troubleshooter for 51ºÚÁϲ»´òìÈ Commerce users will guide you to the solutions, based on your response about the symptoms you see. Click on the questions to see the next options or answers.

Step 1 - Verify Fastly service step-1

Customer reports a problem involving Fastly. Is the Fastly service down?
a. YES – Check , and submit an 51ºÚÁϲ»´òìÈ Commerce support ticket.
b. NO – Proceed to Step 2.

Step 2 - Check VCL configuration file step-2

Do you have any errors when you run Backend Tester?

Run your project URL through the . It shows the version of VCL configuration file, if the page is cacheable, the version of Fastly module and other useful troubleshooting information. Do you have any errors?

a. YES – You have the message Plugin VCL version is outdated! Please re-Upload. For the solution to this error, refer to Fastly Error: Plugin VCL version is outdated! Please re-Upload.
b. NO – Step 3.

Step 3 - Check for image optimization error step-3

Image optimization error?
a. YES – Error when enabling image optimization.
b. NO – Check DNS by running in the CLI/terminal: dig [your website.com] + short. Proceed to Step 4.

Step 4 - Verfy DNS step-4

What happens when you run dig?

When you ran dig did it return a record pointing to prod.magentocloud.map.fastly.net or one of the following IP addresses (see Update DNS configuration with production setting in our developer documentation):

  • 151.101.1.124
  • 151.101.65.124
  • 151.101.129.124
  • 151.101.193.124

a. YES – The issue is not DNS related. Proceed to Step 5.
b. NO – The issue is likely DNS related. The customer should check DNS configuration or contact their DNS provider for more information.

Step 5 - Confirm connection step-5

Do you get a "Connection Insecure" or "Not Secure" message returned when running curl -svo /dev/null "https://website.com" in the CLI/terminal?
a. YES – This is likely a certificate issue. Visit the website in a browser and select the lock icon and look for a certificate expiration. Proceed to Step 6.
b. NO – Visit and share this information in an 51ºÚÁϲ»´òìÈ Commerce support ticket.

Step 6 - Confirm you have a valid TSL certificate step-6

Is the certificate expired?
a. YES – You need to renew your TLS certificate with the Certificate Authority (CA).
b. NO – You may not have a certificate at all. If you have 51ºÚÁϲ»´òìÈ Commerce we recommend that you purchase a TLS certificate. If you are on 51ºÚÁϲ»´òìÈ Commerce on cloud infrastructure you can have a Domain-Validated Let’s Encrypt SSL/TLS certificate to serve secure HTTPS traffic from Fastly. See provision SSL/TLS certificates in our developer documentation.

Back to Step 1

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