Used to work, now DNS_PROBE_FINISHED_NXDOMAIN

Website, Application, Performance DNS & Network
1

What is the name of the domain?

smoothequity.trade

What is the error message?

DNS_PROBE_FINISHED_NXDOMAIN

What is the issue you’re encountering

This has been working, but it is no longer resolving. I have not made any changes at all, so something broke without me doing anything.

What steps have you taken to resolve the issue?

I don’t know if this is relevant, but I just enabled DNSSEC:

DNSSEC is pending while we automatically add the DS record on your domain.

What feature, service or problem is this related to?

DNS not responding/updating

What are the steps to reproduce the issue?

Browse to https://smoothequity.trade/ and get DNS_PROBE_FINISHED_NXDOMAIN

% dig smoothequity.trade

; <<>> DiG 9.10.6 <<>> smoothequity.trade
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NXDOMAIN, id: 22698
;; flags: qr rd ra; QUERY: 1, ANSWER: 0, AUTHORITY: 1, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 512
;; QUESTION SECTION:
;smoothequity.trade. IN A

;; AUTHORITY SECTION:
trade. 900 IN SOA ns1.dns.nic.trade. admin.tldns.godaddy. 1736394298 1800 300 604800 1800

;; Query time: 40 msec
;; SERVER: 192.168.1.1#53(192.168.1.1)
;; WHEN: Wed Jan 08 22:52:43 EST 2025
;; MSG SIZE rcvd: 114

% dig @adrian.ns.cloudflare.com smoothequity.trade

; <<>> DiG 9.10.6 <<>> @adrian.ns.cloudflare.com smoothequity.trade
; (3 servers found)
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 36885
;; flags: qr aa rd; QUERY: 1, ANSWER: 7, AUTHORITY: 0, ADDITIONAL: 1
;; WARNING: recursion requested but not available

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 1232
;; QUESTION SECTION:
;smoothequity.trade. IN A

;; ANSWER SECTION:
smoothequity.trade. 300 IN A 104.21.64.1
smoothequity.trade. 300 IN A 104.21.96.1
smoothequity.trade. 300 IN A 104.21.112.1
smoothequity.trade. 300 IN A 104.21.80.1
smoothequity.trade. 300 IN A 104.21.16.1
smoothequity.trade. 300 IN A 104.21.48.1
smoothequity.trade. 300 IN A 104.21.32.1

;; Query time: 17 msec
;; SERVER: 173.245.58.57#53(173.245.58.57)
;; WHEN: Wed Jan 08 22:59:41 EST 2025
;; MSG SIZE rcvd: 159

Screenshot of the error

Screenshot 2025-01-08 at 11.29.08 PM.png
Screenshot 2025-01-08 at 11.29.08 PM.png2594×1384 200 KB

2

Your domain has been suspended by the registry…
https://cf.sjr.dev/tools/check?64472158234d4ff58cc30e5e97d2a54d#whois

Raise a Cloudflare Registrar support ticket to ask for help to get it fixed.

3 Likes
3

To contact the Registrar team, please submit a new support request from your Cloudflare account directly through the Cloudflare dashboard. Visit https://dash.cloudflare.com/?to=/:account/support and choose Cloudflare Registrar.

4

My “urgent” support ticket is about 54 hours old, and I have gotten no response.

Is this typical?

Is this from something I did? I have never had this happen before, and I have no idea what’s going on or what to expect.

5

Cloudflare closed my support ticket, saying that support is only for paying customers.

I bought the domain through them. Am I not a paying customer?

Is there any way to determine what happened to this domain? I have never experienced anything like this before.

Would moving to a different DNS service help?

6

Apparently, Cloudflare takes no responsibility for this broken domain. And they refuse to respond to me.

This is fundamental stuff. They want me to pay for support, but this is the bare minimum that you would expect from a domain registrar, for the domain to actually work!

What should I do? Do I just scrap the domain, or do I have any other recourse?

7

Can you please:

  1. Share the Cloudflare Registrar ticket number here.

  2. Respond to the case, and tell them that your domain is still suspended, and that you need Cloudflare to coordinate with the domain registry, regarding how you can get the suspension removed.

8

Thanks for your reply, @DarkDeviL

You have access to my support ticket? The case number is 01342168.

It’s an “urgent” ticket, and they have not responded since Jan 12. I have added comments twice since then that have gone unanswered. This was their Jan 12 reply:

It appears that you may have accidentally picked the wrong category for this issue since you chose a Billing/Registrar case, but your account is a Free account. While we only offer direct support to customers who have a Pro, Business, or Enterprise account, we do offer resources for everyone.
…
If you meant to submit a billing or registrar case for a Pro, Business, or Enterprise account and accidentally submitted from the wrong login, double check the account and please follow the instructions from Support Portal to proceed with Technical Support.
…
I will mark this closed for now, but thank you for being of Cloudflare!"

If I open a new ticket, what should I do differently, so that they will actually recognize this as their responsibility?

Thanks very much!

9

Unfortunately not, and as such, I cannot comment on the contents of it.

However, depending on what exactly you wrote, when you created the ticket, it may have been closed by mistake.

If it was technical questions, such as e.g. “How do I connect my domain to my (new) hosting?”, then we’re talking about the kind of thing that would require a paid plan.

But as we’re dealing with a domain registration issue here, you do have access to get the things, that are directly related to the actual domain registration fixed (assuming it’s possible, which will depend on the domain registry in this case).

While I do understand your feeling of the issue, I’m afraid any user-selected urgency of a ticket won’t have any useful meaning, when the place you’re opening a ticket with, has to deal with third parties, like Cloudflare must do in this case.

The kind of communication, for this case, will be like:

You ↔ Cloudflare ↔ Domain registry

Cloudflare isn’t able to get back to you with anything useful, before they have enquired the domain registry about the issue, and that the domain registry has decided to respond to Cloudflare’s enquiry.

But I do understand your frustration!

My suggestion is to create a reply to the existing (but closed) ticket, #01342168, which should hopefully re-open it.

Creating multiple tickets will just slow things down.

That said, - I have created an escalation request for the mentioned case number, hoping that will speed up your case.

1 Like
10

I don’t know how you did it, but I just got this reply to my case:

Hello, the case has been escalated to the Registrar Team, and they will assist you with your request. Meanwhile, your patience is highly appreciated.

Thank you very much, @DarkDeviL!! Your help is greatly appreciated.

11

How long does this process take? It’s been a week with no update?

12

To be honest, I have no insight on that.

The main question here is, what exactly would define an update?

Sometime in the past, I had a service, which actually included a SLA, and some time with issues, they sent me “There is no news yet, we'll get back to you once we have some news”-kind of messages, I believe the frequency was every single hour, which lead to quite a bit of identical messages.

As it is a suspension from the domain registry (“serverHold”), as I mentioned above, Cloudflare would need to get a response from the domain registry, before they are able to update you, at least, with anything useful.

If we’re considering the possibility that the domain registry is slacking on providing a (meaningful) response to Cloudflare, then Cloudflare responding with “We haven't heard back from from the domain registry yet, but will update you once we have news.” every hour, … may not be that useful after all, or fit one’s own definition of “update”.

:point_down:

I do however understand your frustration 100%, and will see if I can do anything to ping again, and hope for better success / luck.

2 Likes
13

I just learned that I can file a complaint with ICANN, though it looks like a painful and complex process. Does anyone have any experience with that? Is it worth the effort?

14

This topic was automatically closed 15 days after the last reply. New replies are no longer allowed.

15

my colleagues in Support have indicated this was resolved on your ticket. Please open another ticket if that is not the case.