How to use your company's domain name with your ScreenSteps site

Updated Aug 11, 2020

What is this used for?

When you create a ScreenSteps site, the URL includes screenstepslive and looks something like this: mycompany.screenstepslive.com. If you want to create a URL that looks something like this, help.screensteps.com, then you will need to create a custom subdomain.

Can ScreenSteps be set up as a subdirectory?

Some customers ask if ScreenSteps can be set up as a subdirectory on their site, for example http://www.mydomain.com/knowledgebase. This isn't possible. You will have to use a subdomain such as http://kb.mydomain.com if you want to use a custom domain with ScreenSteps.

Is this available on my plan?

Custom domains are available on all plan levels; however, SSL certificates for custom domains are supported on Small Business plans and above.

If your company has a legacy Non-Profit plan, then SSL is supported on NPO Medium plans and above.

If you do not have an SSL certificate, your custom subdomain will only include http:// and it will not have the "s" indicating the site has established an encrypted link between the web server and a browser.

Some browsers throw warnings when a site is not https://, and that might happen if you set up a custom subdomain without an SSL certificate.

If your ScreenSteps plan does not include this feature, you can upgrade to the Small Business plan.

Set up a CNAME record with your DNS provider

Before you can add a host mapping record in ScreenSteps, you must create a CNAME DNS record that points your custom domain name to ext.screensteps.com.

Your web administrator who manages your company's website domain should be able to help you with this.

Example of what this looks like

Your company may use Hover, GoDaddy, BlueHost, HostGator, or other DNS providers to manage its domain. Below is an example of creating a CNAME record in DNS Made Easy. The process will be similar in other DNS provider interfaces.

In the example below:

  1. Readers will go to help.mydomain.com to view your ScreenSteps content.
  2. help.mydomain.com points to ext.screensteps.com which points to the ScreenSteps server where your content is hosted.

Create Hostname, Record Type, Target Host > Save

Create hostname

Some DNS provider interfaces require you to add a . to the end of ext.screensteps.com while others do not. DNS Made Easy requires the ..

Navigate to Site Settings

Site settings link

Navigate to Domain Settings

You can skip steps 2 and 3 and continue on to Verify DNS Settings if the custom domain name was entered previously.

  1. Navigate to the Domain Settings section.
  2. Enter your custom domain in the Custom domain name field.
  3. Click Update.
Custom domain settings

IMPORTANT: Do not include the scheme in the custom domain name. For example, do not prefix the domain name with http:// or https://.

Verify DNS settings

After clicking Update ScreenSteps will try to verify that the CNAME DNS settings for the domain you entered are configured properly. If they are then you will see the DNS successfully verified button appear and you can move on to setting up SSL so that readers can securely connect to your site.

DNS verified

Was your DNS successfully verified?

Check if settings are correct

If your CNAME DNS settings are not correct then you will see the message below.

Failed DNS verification

Double-check your settings with your DNS provider and then click the Verify DNS button to perform the check again.

One way to confirm that your CNAME record is pointing to ext.screensteps.com is to visit a service such as https://www.whatsmydns.net/#CNAME and enter your custom domain name. The service will tell you if the custom domain name is pointing to the right place.

One potential issue is that your custom domain is pointing to ext.screensteps.com in some parts of the world but not others. In this case the results on the whatsmydns.net web page will look something like the image below. You will need to reach out to your DNS provider to investigate this issue in order to get it resolved.

Failed propagation

Were you able to successfully verify DNS?

Configure SSL so the browser can connect using HTTPS

Now that DNS has been set up correctly you can move on to the last step which is configuring your custom domain so that a web browser can securely connect to it:

Configuring your site's custom domain so that a web browser can connect to it securely using HTTPS

Contact Support

If you are unable to verify your DNS, send an email to support@screensteps.com and explain what is happening. Somebody from our team will be able to help out.

Configure SSL so the browser can connect using HTTPS

Now that DNS has been set up correctly you can move on to the last step which is configuring your custom domain so that a web browser can securely connect to it:

Configuring your site's custom domain so that a web browser can connect to it securely using HTTPS

Congratulations, you are done!

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