Difficulty adding my own DNS record

Question

Hi there,

I am trying to add the DNS record; however, it's not allowing me to. A dialog box appears with inform: Sorry, something went wrong and we can't complete the requested action. Please try again later or refresh the browser page.

Could you please assist.

Regards,

[Moderator note: personal info removed]

Answer 1

Dear @Roshni Chauhan,

I understand how frustrating it is to encounter a generic "something went wrong" error when trying to manage your DNS records. This message usually indicates a temporary service glitch, a browser-related issue, or a session timeout rather than an inherent problem with your DNS data.

To assist you effectively, could you please provide the following details: 

• What type of DNS record are you trying to add (e.g., MX, TXT, CNAME)?
• Who is your DNS hosting provider (e.g., GoDaddy, Wix, Cloudflare)? please try check if you don't know who your DNS hosting provider is: Find your domain registrar and DNS hosting provider - Microsoft 365 admin | Microsoft Learn
• Are you adding this record during the initial domain setup process, or is this for an existing domain?

In the meantime, please follow the troubleshooting steps below to see if the issue is resolved: 

Step 1: Refresh and Clear Cache: Sometimes a stale session causes this. Refresh your browser (F5) or try performing the action in an InPrivate or Incognito window to rule out browser cache issues.

Step 2: Ensure the Record is Saved Correctly: At some DNS hosting providers, adding a record is a two-step process. After filling in the fields, you must click a final button to save or commit the change to the zone file. If the record isn't saved, Microsoft 365 can't see it, which might trigger this error. Please log in to your DNS host and confirm the record is definitely saved and visible in your list of DNS records.

Please follow this guide: Find and fix issues after adding your domain or DNS records - Microsoft 365 admin | Microsoft Learn

Step 3: Run the Microsoft 365 Domain Health Check

The Microsoft 365 admin center has a built-in troubleshooter that can pinpoint exactly what's wrong.

• Go to the Microsoft 365 Admin Center > Setup > Domains.
• Select your domain and look at the Status column.
• If you see any issues, click the three dots (More actions) and select Check health. A pane will open that describes any issues with your domain's DNS setup and tells you exactly what needs to be fixed.

Step 4: Verify Permissions

Ensure your account has either Global Administrator or Domain Name Administrator permissions, as these are required to modify DNS settings.

If the error persists, I recommend following the official workflow for adding records manually to ensure the formatting matches Microsoft’s requirements: Add DNS records to connect your domain - Microsoft 365 Admin

As moderators in the community, I'm not supported for the product design or backend server-side fixes. If none of the above step's work, we have redirected you to the correct path: please raise a support ticket via the Help & Support button in your Admin Center so a technical agent can investigate your specific tenant logs.

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Answer 2

The error message indicates a problem completing the DNS record action in the portal, not necessarily with the DNS values themselves. To move forward, use these checks and alternatives:

1. Confirm where DNS is hosted
   • In the Microsoft 365 admin center, go to Setup > Domains and select the domain.
   • If the domain is set to use Microsoft nameservers, DNS must be managed in Microsoft 365 (records at the registrar are ignored).
   • If the domain uses your registrar’s nameservers, DNS records must be created at the registrar instead.
2. Try adding the record again in the correct place
   • If DNS is hosted at Microsoft 365:
     • Go to Settings > Domains, select the domain, then DNS records > Manage DNS.
     • Use Add record and choose the correct type (TXT, CNAME, SRV, etc.), then save.
   • If DNS is hosted at your registrar:
     • Sign in to the registrar and add the record there, following their UI (for example, Zone File Settings, DNS Manager, or similar).
3. Use the domains troubleshooter
   • In the Microsoft 365 admin center, go to Setup > Domains.
   • Check the Status column for your domain.
   • Select the three dots (More actions) > Check health.
   • Review any DNS issues listed and add or correct the records exactly as shown.
4. If the record is for Microsoft 365 service setup
   • For verification TXT records: follow the “Add a TXT record for verification” steps for your DNS host (for example, Network Solutions or IONOS) and then return to Setup > Domains and select done, verify now.
   • For service connection (Exchange, Teams, Intune, etc.): in Settings > Domains > DNS records > Manage DNS, select Advanced options and copy the exact CNAME/SRV values shown, then add them at your DNS host.
5. If the portal error persists
   • Refresh the browser and try a different browser or an InPrivate/Incognito window.
   • If the action still fails, open a support request from the Microsoft 365 admin center:
     • Select Help & Support (bottom right), describe the DNS record issue and the exact error text, and then choose Contact support.

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References:

• Find and fix issues after adding your domain or DNS records
• Connect your domain by adding DNS records
• Connect your DNS records at Network Solutions to Microsoft 365
• Create DNS records for Microsoft using Windows-based DNS
• Connect your DNS records at IONOS to Microsoft 365