Asia-Pacific Customers: Updating LibGuides, LibAnswers, and LibCal DNS records for custom domains

Moving our Asia-Pacific clients from servers in the U.S. to servers in Australia requires any customer with a custom domain for LibGuides, LibAnswers, and/or LibCal to update their DNS records for those custom domains.

This only affects LibGuides, LibAnswers, and LibCal. Other products do not allow for custom domains.


What is a Custom Domain?

Any LibGuides, LibAnswers, or LibCal public side URL that does not end with libguides.com, libanswers.com, or libcal.com. (The admin side of LibGuides is always something.libapps.com/libguides. Please check the public side - what your patrons see - to see whether or not you have a custom domain.)

Examples of Custom Domains:

  • research.institution.edu.sg
  • ask.springylib.org.au
  • calendar.mylibrary.nz

Examples of Springshare Domains:

  • institution.libguides.com
  • springylib.libanswers.com
  • mylibrary.libcal.com

Server Migration Information

Server migration starts Tuesday, February 12, 2019 at 11am AEDT (Monday, February 11, 2019 at 7pm U.S. EST).
Time Converter - click "Add another city or time zone" to convert to your location.

CNAME records can be updated / created at any point between now and the server migration on February 12. Targets are currently pointed at our U.S. servers, and will be updated to point to Australian servers as part of the migration process.

SSL certificates for your custom domain names will automatically be transferred to the new server, so you do not need to update these.


Instructions for IT Staff

You'll want to do this during a slow time, to minimize the potential impact on your users.

You can make the CNAME changes anytime between now and the server move on February 12, 2019. Please be sure it is in place by then, to avoid service disruption.

  1. If you have existing CNAME entries on your internal and external name servers and can edit them, do so.
    • If you are currently on an A record, we strongly suggest you change to CNAME, because it will eliminate the need for further modifications (if the need arises) and you can take advantage of the load balancing capabilities of the servers. If you must remain on an A record, contact us after February 4, 2019 and we will give you the IP address.
    • If you have existing A records and can edit them to modify both record type and target, do so. Change the record type to CNAME. Target information is below.
    • If you cannot edit existing CNAMEs or A records, please delete those records and add new CNAME entries on both your internal and external name servers.
    • If you are deleting A records, make note of the IP address first, just in case your DNS system prevents you from creating the CNAMEs and you need to recreate the A records to avoid down time.
  2. Point your CNAME entries to our Australian servers - select the appropriate target based on the product. Do not add your institution's name to this server address. Our server will map your domain name to your site.
    • LibGuides: region-au.libguides.com
    • LibAnswers: region-au.libanswers.com
    • LibCal: region-au.libcal.com

Once your changes have propagated (which could take anywhere from a few minutes to several hours), your custom domain name will load your site.

  • If you see any error message after you update / add new records, please check your entries for typos.
  • If your library staff and users report any issues, please assist them with clearing their local DNS cache. If that still doesn't help, please investigate if there is network-level caching occurring. 
  • Please contact us if you run into any other issues.

How can I see where my DNS records are pointed?

Easy! Visit our DNS Mapping Tool, select your product (LibGuides, LibAnswers, or LibCal), and enter your site's custom domain name. The results page will list the custom domain's endpoint.

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