Name Server Issue

Andrew
Andrew used Ask the Experts™
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Hi Experts,

I have stumbled upon something tricky here and hoping someone can help me get to the bottom of it....

I was asked to setup Office 365 for a new customer so they could move away from their isp email and use it like a business should with their own domain name.....

So I set forth on my first Office 365 mission purchased through a provider set it all up obtained access so I could point the required records.... so far so good... well at least I thought, that was until the client let me know some mail was not reaching them!

Two reasons we knew....some who were attempting to email them received NDR's, the other way we knew was that I had setup forwarding on the ISP email (whilst they went through the motions of a new email address after years of using the ISP one) to forward directly to the new email address in which not all of it made it to the new email address. Most mail gets through but not all of it.

Test after test and liaising with the provider of the office 365 license and then finally onto Microsoft who blamed the forwarding on the ISP end (Which is incorrect) as it didn't explain the NDR's...

Upon further investigation I have found that there is some hang up on what used to be their webhost and provider of name servers!!! please see attachment for results.

It should resolve to

icertified.net but it answers to bigcommerce who they have not used for 5 years how is this so I asked them for proof and what they sent me appears to back up their story.


So my question is how on earth can I fix this! would getting the client to point to a new setup with say Zoneedit be the best option.

The domain was purchased through Crazy Domains and their support isn't exactly supportive if you get my drift!!! also what is making it difficult the client wont give me access as he has other clients under his Crazy Domains account for which he hosts websites.

Look forward for some handy tips thanks in advance.
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Commented:
first of allyou should get the full control of your domain  so ask the CrazyDomain to create new user account and transfer your domain to that account which will not effect to any of your services.

the records published correctly.... noe the thing remains is reverse DNS which should be made on the name server (DNS)

check the image and forward it to the Hosting provider to correct it... dns.jpg
Fractional CTO
Distinguished Expert 2018
Commented:
DNS for this domain seems off somehow.

# This is where all NS looks begin for this domain
imac> whois nestandburrow.com.au | grep "Name Server:"
Name Server:                     dns1.icertified.net
Name Server:                     dns2.icertified.net

Open in new window


First oddity is DNS records served for this domain are a mismatch.

imac> dig +short nestandburrow.com.au ns
ns1.bigcommerce.com.
ns2.bigcommerce.com.

Open in new window


Likely first step to getting this working is sync up your NS records.

I'd get NS records synced up correctly first.

You may also Sajid's comment + I'd go one step further.

I'd likely have my client setup a GoDaddy account + transfer their domain to GoDaddy.

GoDaddy service + DNS are rock solid.
David FavorFractional CTO
Distinguished Expert 2018

Commented:
Debugging DNS can be a bear. The more I look at this, the more I think you ought to open a Gig to have some straighten all this out for you.

Many times slight DNS problems can cause all sorts of additional confusion, so best to get basic DNS fixed before proceeding.
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AndrewPartner

Author

Commented:
thanks for your comments and suggestions guys!

I will speak with the client today to see how we move forward

I agree in regards to moving to another provider and I also agree David that Go Daddy is pretty good in the past from personal experience, I know I can get hold of them easily from here!!
David FavorFractional CTO
Distinguished Expert 2018

Commented:
Good luck with your client!
AndrewPartner

Author

Commented:
The owner got hold of the registrar and had the bigcommerce name servers removed thanks for your help sorry forgot to close this off last year.

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