Site not accessible due to origin cloaking
This article provides a solution for when your Adobe Commerce on cloud infrastructure staging or production site storefront and/or Admin is not accessible.
Description description
Environment
Adobe Commerce on cloud infrastructure, 2.3.x, 2.4.x
Issue
https://mydomain.com.c.<projectid>.magento.cloud/ is not publicly accessible when origin cloaking is enabled. This is expected behavior and is meant to prevent direct access to the Adobe Commerce Cloud origin.
Steps to reproduce:
- Log in to your project.
- Click Access Project for a list of URLs and SSH.
Actual results:
Page fails to load with the following error:
NET::ERR_CERT_INVALID TLS alert, bad certificate (554):
Expected results:
Page loads successfully.
Cause
Origin cloaking has been enabled, so the origin hostname is not publicly accessible directly. This is expected behavior and helps protect the Adobe Commerce Cloud origin.
Resolution resolution
Follow these steps to resolve the issue:
- If your cloud site is live, switch to https://mydomain.com/.
- If you have an active site (non-cloud) using the https://mydomain.com/ domain, set up a sub-domain
mcprod.mydomain.comand update your Base URL to https://mcprod.mydomain.com instead, then point the DNS to Fastly. - If the Cloud origin hostname or customer domain was never provisioned for the project or environment, verify that the domain is configured for the appropriate Cloud environment. If the domain has not been provisioned, contact Adobe Commerce Support to request domain provisioning or configuration.
- If the origin hostname was previously known to work, verify the configured customer-facing domain and investigate routing, origin-cloaking enforcement, DNS, CDN, or environment configuration issues.
- If the origin hostname has never worked, confirm whether the domain or environment was provisioned. If it was not provisioned, submit an Adobe Commerce Support ticket.
- If you are testing a custom domain, use the customer-facing domain configured for the environment. Confirm that DNS points to the Adobe-provided target and that the domain has been added to the appropriate Cloud environment. For Pro environments, adding or changing domains requires an Adobe Commerce Support request.
Related reading
- Fastly origin cloaking enablement FAQ in our support knowledge base
- Checklist for setting up a new domain in our support knowledge base