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iPhone app not reaching my website

The helpspot app is not working with our website. It gives this message “The HelpSpot installation could not be reached.”
I’ve tried it with a different subdomain in our organization and it gave me a credentials error which means the app is reaching their URL but not ours and I don’t know why. The public and private API’s are both enabled.

Can you let us know what URL you are attempting to connect to?

I have sent it to you privately.

I’m still looking for help on this. Thanks


We’re looking into it. So far it looks like the iPhone app is, for some reason, not able to resolve the DNS entry for that domain. However we’re able to outside of the iPhone app. We’re looking into what might be the cause of that.

Can you please try changing the DNS entry for your domain to an A DNS entry, and point directly to the IP address of the server it needs to reach?

Currently it’s using a CNAME entry.

I don’t think the CNAME usage should be an issue, but changing the DNS settings may clear up whatever is causing the issue within the iPhone application.

I can try to do this but am not sure it is possible because we have a managed DNS system. Helpspot is running on a web server with a different hostname so it would be a duplicate A record for the IP.

What are we going to accomplish by making it an A record vs. CNAME? It should not affect the HTTP header.

I agree with you. I don’t know. That was his suggestion. I’ll tell him that and see.


We looked into this some more, and it looks like there’s an extra layer of HTTP Basic Authentication that isn’t HelpSpot’s within your infrastructure.

For example, the public HelpSpot API requires not authentication. However,this URI asks for authentication:

That signals that some basic auth is implemented within the infrastructure for (the web server configuration or perhaps a proxy in front of it).

As a contrast, a test server we spun up shows what the result is (requires no authentication and returns a valid response):