FAQ

For Cloud brands only:
Check if you added "dot" at the end of builder domain in DNS record (it has to be not "builder.domain.com" but "builder.domain.com."). If you added it correctly try to wait for some time for a domain to propagate over the internet, it may take several hours.

* The process of adding CNAME record may vary depending on your domain registrar control panel, so you should better search for instructions on your domain registrar website on how to properly add DNS record for a subdomain.

Sometimes when opening site builder from hosting panel the customer can see "site.pro" builder domain instead of your custom builder domain specified in the brand. This can happen due to one of the following reasons:

• Your Site.pro license has expired. You need to upgrade it and site builder will start working as expected.
• Your hosting IP address has changed but you did not updated it in Site.pro brand. You need to update IP in Site.pro brand to a correct one and site builder will start working as expected.
• Customer is hosted on dedicated IP address which is not listed in your brand. You need to add this IP to Site.pro brand. If you do not have free space for more IPs in the brand then contact us in support by creating a ticket and we will offer you another solution.
• Customer's site is located on another builder server - different from one that is specified in your brand. In rare cases customer's site can be transferred to another site builder server by mistake. Usually if it is the case then site builder opens on another server. For example, you use "EU" site builder server in your brand and "us.site.pro" builder is opened instead for the customer.
• If none of these matches your case then contact us in support by creating a ticket and our team will investigate this issue.

In order to migrate from Cloud brand to On-Premises brand you need to take the following steps:

• Create On-Premises brand in Site.pro account.
• Setup builder domain and install builder using Builder installation guide from On-Premises brand (or direct link).
• Contact us in the ticket and inform us that you want to migrate to On-Premises brand.
• Wait for our response in the ticket when we collect and archive your clients' websites data in cloud builder server.
• Un-install current builder plugin from hosting panel(s). You can notify your clients about temporary builder disabling before plugin un-installation. The whole process can take up to 1 day (we migrate data only on business days!).
• In the ticket we will also specify URL of archived data containing your clients' websites. Download and extract data to your On-Premises builder installation with the following commands:
  cd [enterprise-builder-folder]
wget -O data.zip [URL-from-ticket]
php index.php /api/extract-websites?zip=data.zip
• Install builder plugin on your hosting panel(s) using installation guide from On-Premises brand (or direct link).

If you face difficulties installing builder or extracting data let us know in the ticket and we will help you (we will need appropriate login details to your server).

Only for Cloud brand:
If you want to migrate to another cloud builder server (e.g. from EU to US) then create new ticket in support system and tell us about migration. In the ticket please specify us cloud builder server you want to migrate to. We will provide you with further instructions.