Domains: "Point to WordPress.com" doesn't update A and WWW records

[supernovia]

Quick summary

When a user transferrs or connects an existing domain to us, sometimes they'll wait several days for it to start working. We have a button that says "Point to WordPress.com" but if they are already using our name servers, that action doesn't do anything to fix the broken A record.

Steps to reproduce

I am not sure how best to replicate this since it requires starting with an existing domain that's not registered here and presumably isn't happening in all cases, but we see it fairly regularly. My guess is:

1. Have a domain registered elsewhere, with existing records
2. Connect or transfer it to use our name servers (I am not sure which flows they use when this happens)
3. Notice whether the A record gets updated

What you expected to happen

If someone clicks "Point to WordPress.com" with a domain registered here, we should:

• Make sure they are using our name servers
• AND update A records to appropriate settings
• Update WWW record as well

What actually happened

Currently the button just takes us into the domain management page. Judging from the status bar, it may point to our name servers as well, but if that's already done, it doesn't seem to do anything else. Any incorrect A records will stay in place, and there is no user guidance for updating them so the domain can start working.

Impact

Some (< 50%)

Available workarounds?

Yes, easy to implement

If the above answer is "Yes...", outline the workaround.

The workaround is easy but not easy for users to know they should do this:

1. Mange the domain
2. Manage DNS
3. In the upper right, click the three dots
4. Choose to use the default A Records
5. Wait for propagation & re-add SSL if needed

Platform (Simple and/or Atomic)

No response

Logs or notes

No response

[supernovia]

While I am not sure whether all of these specifically tried clicking "Point to WordPress.com" we do have many issues that mention "restore default A records" and seem to show people struggling with pointing their sites here.

[supernovia]

here's one, though: 9009128-zd-a8c

[github-actions[bot]]

Support References

This comment is automatically generated. Please do not edit it.

• [ ] 9009128-zen

[supernovia]

I think we avoided changing people's A records automatically when they transfer a domain in (especially when domains were moving from the Google Domains situation; changing registrars in that case may not necessarily indicate a desire to change hosts) so I am guessing this could be mostly happening with transfers.

[ramynasr]

This has been reported before in p2MSmN-cgl-p2 as well.