Question 1
Subject: Site down, your name servers are down
I am having trouble reaching my website http://example.com from different networks. Are your nameservers working properly?
Response and Actions:
- Acknowledge Receipt: Respond to the customer to acknowledge their issue and let them know you’re investigating it.
- Verify Nameserver Status: Use DNS resolution tools to see if the domain resolves correctly from various locations.
- Investigate Cloudflare Settings: Log in to the Cloudflare dashboard to check DNS settings and look for any errors or warnings.
- Direct DNS Queries: Use command-line tools like
nslookupordigto check nameserver responses directly. - Check Domain Registration: Ensure the domain is registered and not expired.
- Assess DNS Propagation: Use DNS propagation checkers if recent changes were made to DNS records.
- Provide Feedback to the Customer: Inform the customer of your findings and offer guidance or corrective actions.
Example Follow-Up Response:
Dear [Customer’s Name],
I have completed the initial investigation regarding the issue with accessing your website. Here’s what I found:
- DNS Resolution Check: The domain resolves correctly from various locations, indicating that DNS records are propagating properly.
- Nameserver Records: The nameservers for your domain are correctly listed and active.
- Cloudflare Status: There are no ongoing issues reported on the Cloudflare Status Page that would affect your domain.
- Direct DNS Queries: Nameservers are responding as expected, and the DNS records are being returned correctly.
- Domain Registration: Your domain registration is active and the nameservers are properly configured.
- DNS Propagation: Recent changes to DNS records seem to be propagating as expected. If you recently updated DNS settings, propagation can take up to 48 hours.
If you continue to experience issues, please let me know so I can assist further. In the meantime, you might want to clear your DNS cache or try accessing the site from different networks.
Best regards.