Overview

After removing the CNAME or Vanity URL for your Jive community, then using your community's default jiveon URL, the pages of your community never load or take a long time to do so.

For example, you previously used "jive.customer.com" to access your community, but you are now using "customer.jiveon.com". After making this change, you have noticed a performance drop in your community or you are unable to connect to it.

Information

This issue is due to the CloudFront caching servers used by Aurea/Jive not having their records changed to serve the default jiveon URL.

To resolve this issue, please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can attach the below information:

1. The address you are now using to access your community.
2. The address you were previously using to access your community.
3. Screenshots of any errors you are encountering/the issues you are facing.
4. The details of the issues you are encountering.

<supportagent>

Support agents: To get the CloudFront information updated, file a JIRA ticket to the JVIAAS project.

You can verify that the customer is no longer using their Vanity URL by using the Vanity URL verification tool (step 1 and 2 from the link).

</supportagent>