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My custom domain and myportfolio.com are both down

Updated

If both your custom domain and your yourname.myportfolio.com address stop working at the same time, this usually points to a single problem with your custom domain - not an outage.

Why both addresses fail together

When a custom domain is connected, your built-in yourname.myportfolio.com address redirects to it. The built-in address is no longer served on its own. So if your custom domain cannot be reached, visitors who try the myportfolio.com address are redirected to the broken domain and fail there too.

Seeing a timeout on both addresses is expected in this situation. It does not mean Portfolio is down or that your internet connection is at fault.

The usual cause

The A records for your domain at your registrar no longer point to the IP addresses assigned to your site. This can happen if records were edited, if your registrar changed something, or if old records were left in place.

How to fix it

Your site's IP addresses are shown during the domain connection flow, not while a domain is already connected. So the first step is to remove the domain and start the flow again.

  1. In Portfolio, open Settings > Domain and remove the custom domain. Your yourname.myportfolio.com address should start working again at this point - if it does, that confirms the fault is with the domain rather than an outage.
  2. Click Connect your domain and enter your domain again. The flow shows the two IP addresses assigned to your site. These are specific to your site - do not reuse addresses from another site or an older help article.
  3. Sign in to your domain registrar and open your DNS settings.
  4. Make sure the A records point to exactly those two IP addresses - two on your domain and two on its www version.
  5. Remove any other A records for the same host.
  6. Save, then allow up to 48 hours for DNS to update, though it is usually much sooner.
  7. Return to Portfolio and click Apply.

For what each record type does, see DNS records explained.

If you still need help, contact Portfolio Support. Include your Portfolio address (yourname.myportfolio.com) and the email address you use to sign in to Adobe.