Top-Rated Support for every Cloudflare issue

Get step-by-step help for your Cloudflare questions. Peruse the question and answer below to see clear solutions, helpful tips, and the tools you’ll need—explained in a friendly, easy-to-follow way. 

Question 1

Subject: Site down, your name servers are down

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

Step 1: Hey there, sorry to hear that your site is down. We'll get it back up in no time. So first of all, go ahead and disable DNSSEC at your personal registrar within GoDaddy. Now, in order for your website to work properly, we'll check to see if your two nameservers were updated correctly in your domain registrar.

[We want to disable DNSSEC while we are switching the nameservers becauese if DNSSEC was enabled previously and the registrar still has DS records for the old nameservers, or you enable DNSSEC before Cloudflare is correctly configured, DNS validation can fail and resolvers will treat your domain as broken. This will require more steps to fix. Since the customer isn't using Cloudflare Regitrar, there's a high chance the nameservers haven't been configured yet on his personal domain registrar's dashboard.]

Step 2: So I can see that you are not using Cloudfare's registrar as in you bought you domain (www.example.com) from GoDaddy. Due to that, you will have to make sure the nameservers on GoDaddy's Dashboard are manually configured correctly to contain Cloudflare's nameservers. But no worries, I can walk you through it step by step.

[I want to make sure I'm explaining what to do thoroughly so he can properly configure it in the future.]

Step 3: Let's go into the Cloudflare dashboard, and go to the zone Overview page. Now locate the nameserver names and copy those two down. Let's check on your nameservers in your GoDaddy Dashboard. Since they are not Cloudflare's nameservers, replace the old nameservers in your GoDaddy Dashboard with your Cloudflare's nameservers. (Make sure to keep this window open while you perform the next step). After you wait about 48 hours, try testing it from different networks, but this should resolve any nameserver issues you are having.

[We need the two proper nameservers from Cloudflare in order for all networks to see it. I walk them through step-by-step how to change the nameservers and when to try them again to make sure they do work.]

‍

Step 4: Lastly, You should now enable DNSSEC to protect from domain spoofing.Is there anything else I could help you with?

[Now we want to turn them back on after we are done fixing the issue with the nameservers.

‍

Tools Used:

Documentation from: https://developers.cloudflare.com/dns/nameservers/ to help direct them step-by-step.

Cloudflare Overview section to find the nameservers for their website.

‍

Question 2