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Web Domain Troubleshooting

This page covers common issues with custom web domains and how to resolve them.

404 error on the web domain​

A 404 usually means the DNS records are correct but the domain is not yet assigned to a portal or dashboard. Check the following:

  • In the Console, confirm a Default Agency is configured for the domain.
  • In the Agency app, confirm at least one Portal is created and assigned to the domain under Admin > Portals.
  • Confirm the domain's alias (Web Portals vs Data Dashboards) matches your intended use.

SSL handshake failed​

  • Confirm the SSL Certificate Validation (TXT) record exists at your DNS provider and matches the Console.
  • Confirm the SSL Certificate Validation (DCV) (CNAME) record exists at your DNS provider and matches the Console.
  • Confirm the domain shows an Active status in the Console.

See SSL Certificates for how SSL is provisioned.

Site blocked or certificate not trusted on your agency network​

If the web domain will not load, or the browser warns that the SSL certificate is not trusted, but only when you are on your agency's internal network, the cause is usually the agency's own firewall or web filter rather than the domain itself. Internal network security can block the domain outright, or it can perform SSL inspection (TLS interception) that replaces the eCourtDate certificate with one the browser does not trust.

  • Test from a different network. Open the domain on a separate network, such as a cellular connection or mobile hotspot. If the site loads and the certificate is trusted there, the issue is on your internal network, not the domain or its certificate.
  • Ask your agency's IT or network team to allow the domain through the firewall and web filter.
  • Ask them to exclude the domain from SSL inspection so the genuine eCourtDate certificate is presented to browsers.
  • Confirm the domain shows an Active status with a trusted certificate in the Console. See SSL Certificates.

Portal vs Dashboard alias​

  • Web Portals (ecase.io): public facing interfaces for clients and the public.
  • Data Dashboards (courtdashboards.com): interactive dashboards of court data and operational metrics. Dashboards can be viewed by staff and shared or embedded for the public.

The alias selected when creating the domain determines what it routes to. If the domain serves the wrong interface, confirm the alias matches your intended use.

Multiple portals on one domain​

Multiple portals can share a domain using a wildcard configuration (for example, *.agency.gov serving portal.agency.gov, dashboard.agency.gov, and jury.agency.gov). Wildcard domains require setup assistance. Contact the Help Center to configure one.

DNS propagation delays​

  • Most DNS changes propagate within a few hours, but global propagation can take 24 to 72 hours.
  • Use a public DNS lookup tool such as dnschecker.org to confirm your records are visible.

Changing a domain​

You can modify a domain through the Console. Changing the domain name requires updating DNS records and may temporarily affect access to your portals or dashboards. Test changes in staging before applying them to production.

See also​