Determine root cause of Authoritative DNS resolution problems for <www.domain.com> – UltraDNS Support

Check to see if DNS is delegated to UltraDNS
1. Browse to http://www.digwebinterface.com
2. Enter <www.domain.com> or the list of hosts you wish to test under Hostnames or IP addresses:
3. Select Resolver: Default: under Nameservers
4. Check the box next to Trace
5. Click Dig
6. If the last NS records do not point to UltraDNS name servers, go to DNS Does Not Resolve (Delegation)
7. If the last NS records shown point to UltraDNS name servers, go to step 2
Check to see if the zone <www.domain.com> is in a signed zone
1. Login to UltraDNS
2. Click Domains
3. Click on <domain.com>
4. If the lock icon is not closed on the DNSSEC tab, go to step 3
5. If the lock icon is closed, click on Records tab
If "This zone is secured with DNSSEC. Any changes to the zone data below will be queued until the zone is re-signed. To publish the changes in DNS, navigate to the DNSSEC tab and re-sign the zone." is not displayed, go to step 4
1. If "This zone is secured with DNSSEC. Any changes to the zone data below will be queued until the zone is re-signed. To publish the changes in DNS, navigate to the DNSSEC tab and re-sign the zone." is displayed, click on the Audit tab in the top ribbon
2. If the most recent change to object <www.domain.com> is not newer than the most recent Sign Request for <domain.com>, go to step 4
3. If the most recent change to object <www.domain.com> is newer than the most recent Sign Request for <domain.com>, go to DNS Does Not Resolve (DNSSEC Zone Not Re-Signed)
Open a Windows command prompt and run the following commands
1. Dig (Preferred)
  1. dig yoursitehere.com
  2. dig yoursitehere.com @YOUR-ULTRADNS-NAMESERVER
  3. dig whoami.ultradns.net @YOUR-ULTRADNS-NAMESERVER
  4. dig whoami.ultradns.net
  5. dig whoareyou.ultradns.net @YOUR-ULTRADNS-NAMESERVER
  6. tracert pdns1.ultradns.net
  7. tracert crs.ultradns.net
Nslookup (available via Windows command prompt)
1. nslookup yoursitehere.com
2. nslookup yoursitehere.com YOUR-ULTRADNS-NAMESERVER
3. nslookup whoami.ultradns.net YOUR-ULTRADNS-NAMESERVER
4. nslookup whoami.ultradns.net
5. nslookup whoareyou.ultradns.net YOUR-ULTRADNS-NAMESERVER
6. tracert YOUR-ULTRADNS-NAMESERVER
7. tracert crs.ultradns.net
If either 'nslookup <www.domain.com>. pdns1.ultradns.net.' or 'nslookup <www.domain.com>. pdns2.ultradns.net.' return the wrong answer, open a case
If nslookup <www.domain.com>. pdns1.ultradns.net. and nslookup <www.domain.com>. pdns2.ultradns.net. return the correct answer but nslookup <www.domain.com>. does not, go to DNS Does Not Resolve at Some ISP's
If all of these results are returning the correct answer and you're still having problems, contact open a case at https://www.ultraproducts.support. Include the results nslookups and tracerts that are listed above along with any additional information you have that makes you think there's a problem. That includes what you expect to see versus you actually see, any information from your customers (constant outage versus intermittent outage, time frame, restricted to geographic region or global), any errors from outside testing software that you are using.
If the result for 'dig whoami.ultradns.net.' is the broadcast 255.255.255.255 then in all likelihood the recursive source IP is IPv6 (which the hostname is not configured to detect) try forcing an A query with 'dig whoami.ultradns.net A'.
If it's a specific record like a DKIM, DMARC or any other then the record itself needs to be tested and not the zone.

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