It’s possible. If the dashboard has too many hurdles, you can email: If you are a Cloudflare account holder, please submit a new support request from the email address you used to register your Cloudflare account. You should open a ticket directly through the Cloudflare dashboard following these steps: 1. Log in to your Cloudflare account and click on “Support” in the top right corner, from the drop down select Help Center. 2. Click on your name in the top right corner, and in the drop down menu select “My activities” where you will see your existing requests. 3. Scroll to the bottom of the “My Requests” page and click “Submit a request”.
Use the email address associated with your account and you should get an automated response with a ticket number.
I have submitted a ticket and will respond if I find out more information.
Thanks @sdayman , that’s good to know. Since @a9l already submitted one, I’ll won’t submit another, as I know how it is to deal with multiple users asking the same questions.
I’ve been having a similar problem with some of my subdomains since June 17th. Have also filed a ticket, but there is no resolution as of yet. People all over the country at various places can’t ping my subdomains at various times. Very frustrating.
The only solution I’ve found is to have people change their nameservers to 1.1.1.1, but that doesn’t seem like a viable solution for hundreds of clients.
@sorin I got a canned response and the ticket closed. So no path to resolution on my end.
Email support is available for customers with a paid subscription to a Cloudflare plan. As a customer on our Free plan, you can still get great support for general questions and basic troubleshooting from our:
- Help center
- Developer documentation
- Cloudflare Community (staffed by Support > Engineers and Community MVPs)
@ben37 Very frustrating indeed.
Hi @a9l,
I’ve bumped up the escalation on this one in the hope that some more information can be provided.
Anyone experiencing a real problem resolving - could you please run some tests from an impacted machine?
dig +trace example.com
dig @1.1.1.1 example.com
dig @8.8.8.8 example.com
curl example.com/cdn-cgi/trace
traceroute simon.ns.cloudflare.com
Replacing example.com with the hostname you are seeing the issue with.
I’ve been having a same issue several times for last two days.
I hope one hour TTL will help.
Hi, @simon,
I just opened ticket #2188972 with some information that might be related to this thread, although the info here is tentative enough that I can’t be sure.
Thanks @jrenken not sure the case you have outlined is likely to be related - but we’ll look at that one internally too. Thanks!
For anyone else on this thread - really useful to have the output from the commands when you are replicating the issue:
dig +trace example.com
dig @1.1.1.1 example.com
dig @8.8.8.8 example.com
curl example.com/cdn-cgi/trace
traceroute simon.ns.cloudflare.com
Replacing example.com with the hostname you are seeing the issue with.
We are also experiencing this issue since ~June 17/18th (ticket #2189143). I ran the commands and posted the result in the ticket, the subdomain resolve perfectly from 1.1.1.1 and 8.8.8.8 but not from the ISP’s DNS server.
This particular domain is on the free plan but our main domain is on the pro plan and if it is a limitation of being on the free plan, we will just upgrade to the pro plan.
@simon Thanks for the follow up.
I will attempt to replicate the issue and get the responses to these commands today.
On Saturday June 19th around 1:30 PM ET, I changed my subdomains from Auto to 1hr TTL as noted by @a9l in post #15, and that seems to have solved the issue. I can’t replicate the problem this morning, and I haven’t seen any NXDOMAIN errors in Cloudflare analytics since Saturday.
I second @kristian’s note. We have a few domains on pro, but the problematic one was free. Would upgrading to Pro prevent this from happening again (once we find out what this is)?
I changed one of my lesser-used subdomains back to Auto, and I’ll keep trying to replicate the problem throughout the day.
Thanks everyone for the help with this - although we weren’t able to reproduce, we now have an idea what is causing this and we’re investigating:
Keep an eye on this for updates.
As a workaround - making an arbitrary change to your DNS - e.g. modifying the TTL of any record, or adding/editing/deleting any record should fix this - but we’re working on fixing it for all impacted free users as part of the incident above.
Few days ago we started getting DNS_PROBE_FINISHED_NXDOMAIN and ERR_NAME_NOT_RESOLVED errors reported from our ussers on different computers on different internet providers from many of our users. We also experienced these errors on our own computers and mobile phones but not all of them.
Were there any changes made to the Cloudflare system recently that might be causing this problem?
We have not changed the configuration for a while. Our hosting provider says the problem is not with them but with our DNSs so Cloudflare.
The domain is www.napovednik.com
We have other domains routed through Cloudflare but so far they seem to be working fine. And they are at the same hosting provider.
Any help would be much appreciated.
@simon Changing from Auto to 1Hr did seem to resolve, are you suggesting that changing back to Auto it will still work per your note:
As a workaround - making an arbitrary change to your DNS - e.g. modifying the TTL of any record, or adding/editing/deleting any record should fix this - but we’re working on fixing it for all impacted free users as part of the incident above.
Changing back is fine - we do not see that the TTL that is causing the issue, it is the redeployment of the DNS information when you make a change.
This helped a lot. Thanks for the pointer. Still seeing a small amountof NXDOMAIN errors though. We only noticed it when an external cronjob tanked and we had to troubleshoot it for the better part of today. What was diagnosed as a timeout at the cronserver-side was actually NXDOMAIN errors. Last place I would have checked (and last I did check!).