When using a custom domain name (CNAME, like help.yourcompany.com), you may encounter an issue with Too Many Redirects.

This is usually caused by a problem with your custom domain configuration, not with Helpjuice. You may need to contact the person responsible for maintaining your domain (DNS) configuration to resolve it.

Common Signs of the Issue

Here are some signs that indicate you’re experiencing the "Too Many Redirects" issue:

• You see an error message about excessive redirects when attempting to access your knowledge base.
• The browser keeps reloading the page in a loop without displaying the content.
• Users are unable to log in or authenticate due to redirect errors.

Why the Error Occurs

The error occurs because your custom domain is likely pointing to a CDN (Content Delivery Network) service, such as Cloudflare or CloudFront. CDNs are focused on fast content delivery and often cache responses to achieve this. However, caching can cause problems with content that is frequently updated, such as your Helpjuice knowledge base.

How to Fix the Issue

If you cannot avoid using a CDN, the solution is to ensure your service configuration uses HTTPS when communicating with Helpjuice.

If you are already using HTTPS and still receiving the "Too Many Redirects" error, the problem may be due to caching. You’ll need to adjust your CDN settings to prevent it from caching responses. Cached responses can create an endless redirection loop, particularly when Helpjuice attempts to authenticate users, but the CDN returns an obsolete response.

Final Steps if the Issue Persists

If you’ve made the recommended changes and the issue persists, try the following:

• Clear your DNS cache: DNS settings can take some time to propagate. Clearing your cache or waiting a few hours may help.
• Test with another browser or device: This will help determine whether the issue is localized to your device or browser.
• Contact Helpjuice Support: If the steps above don’t resolve the issue, reach out to our support team for further assistance. Please provide the exact error message and a description of your DNS setup to speed up the troubleshooting process.