Fix DNS and website connection problems

Identify the failure

• A DNS error means the name does not currently resolve to a reachable address.
• A timeout means the address resolved, but the connection did not complete in time.
• The wrong website usually means the domain is mapped to another server or is not attached to the intended website.
• A problem affecting only one network often points to caching, filtering or an IPv6 record that differs from the IPv4 record.

Run these checks in order

1. Confirm the domain is listed on the intended website in Enhance.
2. Check which nameservers are authoritative for the domain.
3. Inspect the A, AAAA and CNAME records returned by those nameservers.
4. Remove stale AAAA records if the service was not assigned an IPv6 address.
5. If Cloudflare is used, temporarily pause the proxy for the affected record and test the origin directly.
6. Check the website using HTTPS and HTTP to separate certificate issues from origin issues.

Send useful evidence with a ticket

• The exact domain and whether www is affected.
• The error message or Cloudflare error code.
• The time of the most recent failure and your timezone.
• Whether the problem occurs on mobile data as well as Wi-Fi.
• Any DNS or nameserver change made immediately before the issue began.