This FAQ covers the most frequent questions our customers ask during domain setup and launch, from initial planning through post-launch troubleshooting.
Pre-Setup Questions
Do I need to purchase a new domain for my Almabase site?
It depends on your chosen domain structure. Most institutions don't need to purchase anything new.
Case 1: Using a subdomain (Most Common - No Purchase Needed)
If you want to use a subdomain of your existing website, no purchase is required.
Examples:
Your main website: "www.riverside.edu"
Your alumni site: "alumni.riverside.edu" or "connect.riverside.edu"
Simply replace "www" with your chosen subdomain name. Your IT team can configure this using your existing domain registration.
Case 2: Using a completely new domain (Purchase Required)
If you want a completely separate domain name, you'll need to purchase it.
Examples:
Your main website: "www.riverside.edu"
Your alumni site: "www.riversidealumni.com" or "www.riversideconnect.org"
Contact your IT team to purchase the new domain, then proceed with DNS configuration.
Understanding Domain Structure
Key point: There are more parts to a URL, but understanding subdomain vs. domain is enough to make your purchasing decision.
Can I host the Almabase site on a URL path like "www.myschool.edu/alumni"?
No. Almabase requires a dedicated domain or subdomain. URL paths (like "/alumni") are not supported for hosting.
Supported: alumni.myschool.edu ✅
Not supported: www.myschool.edu/alumni ❌
Post-Launch Troubleshooting
My domain is set up, but I can't access the platform. What's wrong?
First, test from different networks to identify the scope of the problem.
Step 1: Test on mobile data
- Try accessing your custom domain using your phone's cellular connection
- If this works, the issue is likely with your institution's network
Step 2: Test from home/external networks
- Try accessing from a non-institutional internet connection
- If external access works but campus access doesn't, proceed to Step 3
Step 3: Contact your IT team for internal DNS setup
Your IT team needs to add the same DNS records to your internal/on-premises DNS servers.
Why does the site work on mobile but not on campus computers?
This is a common issue with institutions that use internal DNS servers.
The problem: Your external DNS changes are working, but your internal network doesn't know about the new domain routing.
The solution: Your IT team needs to:
Query your custom domain from the internal network
If it returns no results, add the DNS records to your internal DNS servers
Ensure nothing is blocking the new domain in your network security settings
Technical note for IT teams:
Query the domain name you added (e.g., "alumni.yourschool.edu") from your internal network. If it's not returning the correct Almabase server address, add it to your internal DNS configuration.
The platform works everywhere except our campus network. What should I tell my IT team?
Provide this information to your IT team:
External verification works: The domain resolves correctly from outside networks
Internal DNS update needed: Add the same CNAME and TXT records from the Almabase DNS instructions to your internal DNS servers
Network security check: Verify that your firewall/security systems aren't blocking the new domain
Test query: Have them query your custom domain from the campus network to confirm it's not resolving
Timeline: The platform should be accessible once your IT team completes these internal network updates.
Additional Questions
Can Almabase help purchase domains?
Yes, if needed. If your IT team needs assistance with domain purchasing, Almabase can handle this for you at standard domain registration rates. Contact your account manager for details.
What if I'm still having issues after trying these solutions?
Contact our support team through the chat bubble with:
Your custom domain name
Description of the access issue (who can/cannot access)
Results of your mobile vs. campus network testing
Any error messages you're seeing
We'll help troubleshoot and coordinate with your IT team as needed.
How long should I wait before troubleshooting DNS issues?
Wait 2-24 hours after DNS changes before extensive troubleshooting. DNS propagation can take time, and some delays are normal.
However, if the issue is isolated to your campus network, this usually indicates an internal DNS configuration issue that won't resolve on its own.
Need more help? Our Implementation experts are available at dataops@almabase.com to assist with any domain setup questions or issues.