Question 1

Subject: Site down, your name servers are down

Customer Query: I am having trouble reaching my website http://example.com/ from different networks. Are your nameservers working properly?

Response

Hi there,

My name is Aviv, and I will be happy to help.

I just checked Cloudflare's system status and everything's running normally on our end, including the nameservers.

So, the issue might be coming from the domain's configuration, and I'd love to help you narrow it down.

Here are a few things we can check together:

  • Nameserver Setup: I'll confirm that your nameservers are correctly set up in Cloudflare.
  • Registrar Delegation: Could you let me know who your domain registrar is (e.g. GoDaddy, Namecheap)? We want to confirm your nameservers are properly pointing to Cloudflare from there.
  • DNS Records: Have there been any recent changes to your DNS settings or hosting provider?

In the meantime, you can always check our real-time system status here:
🔗 Cloudflare System Status

And here's a helpful guide on troubleshooting general DNS issues:
🔗 Troubleshooting DNS Issues

Could you also let me know:

  • Are you seeing a specific error message when you try to visit the site?
  • When did the issue start?
  • Have any settings recently changed on your domain registrar or hosting side?

Let me know, and I'll guide you through the next steps.

Regards,
Aviv
Cloudflare Support

Thought Process

When a customer reports a site being down, the first step is to check if there's any system-wide issue with Cloudflare services. Since the customer specifically mentioned nameservers, I focused on that aspect.

I would use the following tools to diagnose this issue:

  • Cloudflare System Status: To verify if there are any reported outages
  • DNS Lookup Tools: To check nameserver configuration
  • Cloudflare Dashboard: To verify the domain's settings
  • traceroute/ping: To test connectivity to the domain

My approach is to reassure the customer while gathering more information to properly diagnose the issue. Since DNS issues can be complex, I provided resources and asked specific questions to help narrow down the problem.

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