Collect DNS Resolution Troubleshooting Output for UltraDNS Support – UltraDNS Support

This article explains what information to collect when you experience DNS resolution issues and need UltraDNS Technical Support to investigate.

Run the commands below from an affected device, affected network, or monitoring server where the DNS resolution issue is observed. Output collected from an unaffected location may not show the same DNS behavior.

Why Raw Command Output Is Required

UltraDNS Technical Support needs raw DNS and network diagnostic output to review the request path, resolver behavior, authoritative response, and network route.

Third-party monitoring tools and screenshots can help show that an issue occurred, but they may not include the raw data needed for troubleshooting. Screenshots of monitoring dashboards are usually less useful than command output because the displayed data may be summarized or reformatted.

Provide the command output in a readable text format, such as a .txt file, whenever possible. Less readable formats, such as screenshots or JSON exports, may require additional review time.

Before You Begin

Replace yoursitehere.com with the affected hostname or domain.
Do not include the URL scheme. Use example.com, not http://example.com or https://example.com.
Replace <authoritative-nameserver> with an authoritative name server for the affected hostname or domain.
You can identify authoritative name servers by checking the domain registration or WHOIS details for the domain.

Step 1: Collect DNS Lookup Output

Use dig when available. If dig is not available, use nslookup.

Using dig

dig yoursitehere.com
dig yoursitehere.com @<authoritative-nameserver>
dig whoami.ultradns.net @<authoritative-nameserver>
dig whoami.ultradns.net
dig whoareyou.ultradns.net @<authoritative-nameserver>

Using nslookup

On Windows, open Command Prompt and run the following commands:

nslookup yoursitehere.com.
nslookup yoursitehere.com. <authoritative-nameserver>
nslookup whoami.ultradns.net. <authoritative-nameserver>
nslookup whoami.ultradns.net.
nslookup whoareyou.ultradns.net. <authoritative-nameserver>

Step 2: Collect Network Route Output

Use traceroute on macOS and Linux systems. Use tracert on Windows systems.

macOS or Linux

traceroute <authoritative-nameserver>
traceroute crs.ultradns.net

Windows

tracert <authoritative-nameserver>
tracert crs.ultradns.net

Step 3: Provide the Source IP Address

Provide the public source IP address used by the affected device, affected network, or monitoring server. This helps UltraDNS Technical Support compare the DNS request source with the route and resolver behavior shown in the command output.

From the affected device or monitoring server, open a browser and go to WhatIsMyIP.
Copy the value shown next to My Public IPv4.
Include that IPv4 address in your support request.

What to Include in Your Support Request

The affected hostname or domain.
The authoritative name server used in the commands.
The full output from each dig or nslookup command.
The full output from each traceroute or tracert command.
The public source IPv4 address from the affected device, network, or monitoring server.
Screenshots of any visible user-facing errors, if available.

Expected Outcome

After you provide the requested output, UltraDNS Technical Support can review the raw DNS responses, the authoritative lookup behavior, the observed source IP address, and the network path from the affected location.

Providing incomplete output may require additional follow-up before the investigation can continue.

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