DNS Troubleshooting Process

Use the following guidance when troubleshooting a malfunctioning hostname or DNS resolution issue in UltraDNS.

Before Submitting a Support Request

1. Do not delete the affected record or zone.
   1. If you are dealing with a record or zone that is not working properly and want UltraDNS Support to investigate, please do not delete it. Support cannot investigate an issue if the configuration no longer exists.
2. Use this external tool to test authoritative DNS resolution.
3. If you are receiving no resolution or experiencing intermittent DNS resolution issues, provide the output from the commands listed in: What do I need to provide UltraDNS Support with to diagnose DNS resolution issues?
   1. Include the full command output in your support ticket.
4. Use the UltraDNS Support Ticket Template when submitting DNS resolution issues.

Verification

After completing the authoritative resolution test and gathering command outputs, confirm that:

• The record still exists in the UltraDNS portal.
• The authoritative query results match or differ from expected behavior.
• All command outputs are included in your support ticket.

Related Articles

• UltraDNS Support Ticket Template
• What Do I Need to Provide UltraDNS Support to Diagnose DNS Resolution Issues?
• Testing Authoritative DNS Resolution