8 hrs and counting

[Ron]

I know who is who. Katrina is happy with the outcome, says that's the way it's always been handled at the other hosts she's worked for.

In other words, jag doesnt want to be better than anyone else. Or she doesn't want jag to be better than her last employer. Or something like that. That's what I took away from it all.

What do you take away from all of this?

That techs are human, or that JAG's system is broken?

Oh, Katrina is here to fix the system. But when faced with a situation like this one, seems to think the outcome is good. I think the question was something like "what's the problem, can't you edit DNS now?"

[gohighvoltage]

Ron, honestly, from the bottom of my heart, I feel bad for you bud. This has been eating at you for a long time, and with all spats aside, I feel bad that this cannot be resolved to meet your needs, or somewhere in between.

You have some really impressive information detailing everything, you have done a lot of homework. I wish I could analyze it and suggest a fix.

Support synced the DNS's, and it synced the old info as well you said. Forgive me, but I am trying to understand what exactly this did? Does that mean the DNS will not resolve correctly?

[Ron]

PS I'm pretty sure the first tech who claimed the ticket understood the issue, and I'm guessing he was investigating how best to handle the situation. Then the next tech picked it up and had to understand the issue, and so on. Eventually there came a tech who didn't fully get the issue or the ramifications of the quick fix and just did it.

Masood is right, techs are human. Eventually one is going to come along and misunderstand or misinterpret a long running situation and this is the inevitable result.

It's the process and procedure that is broken, not the quality of the techs.

[Ron]

GHV, whatever the ongoing issue was, it was fixed by the DNS sync. Everyone knew that this could be fixed, the concern was having multi year old data in the non synced server go into public view. That was THE issue.

When I was notified that the ticket was completed, I checked what was public facing and found the old data now showing up in a DNS check. It was at that point that I threw up my hands with this. I think it was over New Year's weekend. Of course.

I've become resigned to my estimation that it's hopeless, and I'm done with all of it.

[Ron]

PPS: No, I didn't contact billing and ask for compensation, either. I just wanted the problem fixed correctly, without making things worse.

[gohighvoltage]

Hey Ron,

I completely understand what you are saying now. On a good note, I am glad to hear the problem was resolved. As far as the old DNS information showing, I would imagine that at some point the new information in the DNS would propagate? I thought there is a way to update the DNS manually?


Maybe I am wrong, but just trying to brainstorm and do some research on a fix.

[Ron]

I don't know if DNS can be edited now. I don't care. I don't know if all my sites are up and running. I don't care. My main site seems to be working.

This episode has completely demoralized me. I just don't care.

[gohighvoltage]

I am pretty sure there is a way to update the DNS manually. Maybe I am wrong, but I thought the DNS data was pulled from the server cache, and you can delete the cache or reset it, so when the DNS is requested it searches for the latest information, and propogates.

I'm going to do some checking.

[Ron]

Look, I know you're trying to be nice, and if you wanna go look this up for your own happiness, go for it. But I don't need any support on this issue at this point.

What needed to happen was the data for my zones in the server that had the public info in it needed to be copied to the other server before the sync. That's it. I assume there's a way to do this.

Why support couldn't either understand this or handle this request is beyond me, and I really don't want to continue discussing it, I just wanted to put a period on the end of the sentence.

[JPC-Katrina]

I did not say I was happy with the situation and I mentioned my last employer only so you know this was not just a Jag thing and that I have seen this issue with a stuck nameserver before. It is not unique. What I said was:

"Hi Ron,

Are you unable to now update the dns zones in WHM to correct the "crap" in the public nameservers? I have seen this issue numerous times at my previous webhost and this is exactly how the issue has always been corrected and should have been done 7 weeks ago. I realize you were looking for some other way around doing this and will double-check with our lead tech. The errant nameserver needed to be "kicked" by re-syncing them. It sounds like it is now updating properly and should be accepting your changes.

The inactivity was caused by Chris continuing to look into the issue while keeping the ticket claimed but not updating the ticket. That won't happen again.

One change I have made in the system is there will no longer be any such work done without a ticket as I have seen many issues with handling support in that manner such as needing to request the same info numerous times when there is no ticket to refer back to and issues such as this going on too long. There is also always the danger of the person handling it getting sick, injured, or leaving the company and no one knowing what they were doing or did to help a customer. A ticket also helps us to see how a re-occuring issue was corrected the last time and it helps us see patterns on an account/server. We need all issues documented.

The forums are not meant to be used for tech support for individual accounts so any posts there, especially numerous scattered posts, don't really help the situation other than to alert us that there is a situation on a server. Of course, you are always welcome to PM me there to check on something for you. I am happy to help and looking forward to improving the tech support experience for you. I am also open to suggestions."

I was trying to find out if it was in fact now updating properly for you and the word in quotes was your chosen word. I said it needed to be synced to get it to work again. A lot of time was being wasted trying to find a work around when that is what needed to be done. I am sorry that a workaround to make it easier for you had not been found and the wrong sync may have been used (still looking into that) or in any case that the old info propagated. If you can provide a list of domains that are not working in your ticket, I would be happy to check them and see what can be done.

[JPC-Zachary]

Hello Ron,

I apologize that it was not resolved in the manner you had intended. Katrina is still looking into it to see where things went wrong. She is on top of things so I'm sure she will get to the bottom of it.

I have gone ahead and taken care of your next month of service for you as a thank you for being patient and a loyal client.

[Ron]

PPS: No, I didn't contact billing and ask for compensation, either. I just wanted the problem fixed correctly, without making things worse.

I have gone ahead and taken care of your next month of service for you as a thank you for being patient and a loyal client.

I don't want that compensation Zach. If I did I would have asked for it. I know this is well intentioned but it's kind of insulting, even though I KNOW that was not your intent. It wasn't about money and it still isn't about money.

A lot of time was being wasted trying to find a work around when that is what needed to be done. I am sorry that a workaround to make it easier for you had not been found and the wrong sync may have been used (still looking into that) or in any case that the old info propagated.

I can see that Katrina has (had?) decided that trying to fix the problem (that was not my fault) without making things worse and "make it easier" for me was "a waste of time". That pretty much sums it up.

Can we just end this now please?

[Ron]

Well, I just tried to add a new account for the first time since all of this happened and it doesn't look like it's working.

Bind reloading on manticore using rndc zone: [exampledomain.com] Bind reloading on manticore using rndc: rndc: connect failed: connection refused Error reloading bind on manticore: rndc: connect failed: connection refused

I don't know if that's the reason for the domain not resolving or not. When I try a dig I get:

dig exampledomain.com

; <<>> DiG 9.2.4 <<>> exampledomain.com
;; global options: printcmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: SERVFAIL, id: 28630
;; flags: qr rd ra; QUERY: 1, ANSWER: 0, AUTHORITY: 0, ADDITIONAL: 0

So I'm guessing there's an issue somewhere...

WHM picked up the correct nameservers from enom, so enom is supplying the right info...

Squishdns is saying there's a "dns loop" but that might be because the domain was just (today, I think) released by the registry after being deleted march 1st. Or it might be because vns1.nocdirect isn't supplying dns info for the domain. I dunno.

Let's see, it's a Saturday evening. Should I contact Support and have them work on my DNS issue, or should I wait until Monday.

Here's what I'm wondering. If something gets hosed, when is the first time that anybody will be able to fix it? Last time it was 7 weeks, and I apparently wound up with the old data AND a non-working reseller DNS system. hmmmm. What to do, what to do.

[morty]

Well, I just tried to add a new account for the first time since all of this happened and it doesn't look like it's working.



I don't know if that's the reason for the domain not resolving or not. When I try a dig I get:
So I'm guessing there's an issue somewhere...

WHM picked up the correct nameservers from enom, so enom is supplying the right info...

Squishdns is saying there's a "dns loop" but that might be because the domain was just (today, I think) released by the registry after being deleted march 1st. Or it might be because vns1.nocdirect isn't supplying dns info for the domain. I dunno.

Let's see, it's a Saturday evening. Should I contact Support and have them work on my DNS issue, or should I wait until Monday.

Here's what I'm wondering. If something gets hosed, when is the first time that anybody will be able to fix it? Last time it was 7 weeks, and I apparently wound up with the old data AND a non-working reseller DNS system. hmmmm. What to do, what to do.

Best of luck, Ron. I know how frustrating Jag can be. I keep hoping for improvement.

[Ron]

Holy Canoli, what the heck is this?

dig @vns1.nocdirect.com TheDomainIResold.com

; <<>> DiG 9.2.4 <<>> @vns1.nocdirect.com TheDomainIResold.com
; (1 server found)
;; global options: printcmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 11663
;; flags: qr rd; QUERY: 1, ANSWER: 0, AUTHORITY: 13, ADDITIONAL: 0

;; QUESTION SECTION:
;TheDomainIResold.com. IN A

;; AUTHORITY SECTION:
com. 24934 IN NS f.gtld-servers.net.
com. 24934 IN NS g.gtld-servers.net.
com. 24934 IN NS h.gtld-servers.net.
com. 24934 IN NS i.gtld-servers.net.
com. 24934 IN NS j.gtld-servers.net.
com. 24934 IN NS k.gtld-servers.net.
com. 24934 IN NS l.gtld-servers.net.
com. 24934 IN NS m.gtld-servers.net.
com. 24934 IN NS a.gtld-servers.net.
com. 24934 IN NS b.gtld-servers.net.
com. 24934 IN NS c.gtld-servers.net.
com. 24934 IN NS d.gtld-servers.net.
com. 24934 IN NS e.gtld-servers.net.

;; Query time: 1 msec
;; SERVER: 69.73.154.62#53(69.73.154.62)
;; WHEN: Sat May 19 21:54:54 2012
;; MSG SIZE rcvd: 257

Anyone see this before?