Platform CDN: Fastly error: unknown domain: example.com. Please check that this domain has been added to a service.

Issue

Users who navigate to a newly configured or recently modified domain may encounter a Fastly error: unknown domain message in their browser.

Fastly error: unknown domain: example.com. Please check that this domain has been added to a service.

Details: cache-bos1234567-BOS (123.456.789.000)

This indicates that while the DNS records of the domain correctly point to Fastly, the domain is not configured or activated in the Fastly CDN service.

When administrators attempt to fix this by re-provisioning the CDN for the environment, they may encounter a secondary blocker. One of the reasons why the CDN provisioning fails can be the expired certificates that are still active.

Resolution

To resolve this issue:

1. Sign in to the Cloud Platform user interface as a user with the necessary permissions.
2. Select your organization, application, and environment, and then click SSL in the left menu.
3. On the SSL page, review all certificates associated with the environment and locate any SSL certificates that are unused or expired but still marked as active.
4. Deactivate and remove the expired SSL certificates.
5. After the expired certificates are cleared, re-provision the CDN for the environment.

6. Navigate to the domain in a web browser to verify that the Fastly error is resolved and the site loads as expected.

   If you continue to encounter this issue, create a Support ticket.