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| Support Documents 
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Article 4: What to do if we report we can’t find an IP address for your site through our ISPs. (DNS Error)
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Problem: We tried to find an IP address for your site through both of our ISPs, but have been receiving a continued and consistent DNS Error. Background: The DNS test ensures that the IP address of your web site is available to people who want to visit your domain. When they type your domain name into their browser or click on a list to your site, their browser looks up your IP address on their local DNS server. Unless someone has used his or her ISP to connect to your site in the past few hours, the local DNS server will ask for an address from your “authoritative” DNS server. This is the DNS server that is registered with the official name service at InterNIC (http://www.internic.net/whois.html). Unless you’ve asked us to check the response of your authoritative Domain Name Server directly, we test the propagation of your IP address through the Internet. If we can’t find your IP address through either of our ISPs we send an outage message. Possible
Reasons: 1. Your authoritative DNS servers are down or misconfigured. 2. There is a communication problem between your authoritative DNS servers and our data center. Since we see the problem through two separate ISPs the failure is likely within your ISP. Recommended
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| Step 1. | The administrator of your DNS server or your ISP should be able to help you resolve this problem. The outage message includes the DNS servers we used to try to find your IP address. Since we had the same problem through two ISPs and with two external DNS servers the problem likely resides with your ISP. The outage message we sent should contain all the information they need to resolve the issue. |
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As with all errors, if we can be of help resolving your problem please let us know by email to help@SEVENtwentyfour.com or by calling toll-free (800) 724-4724 from within the United States or Canada, or (416) 269-7744 internationally.
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