Domain not resolving-DNS troubleshooting guide

When a domain doesn't load, the issue is almost always DNS-either the nameservers, A record, or cached old DNS information. This guide walks through the diagnosis steps in order.

Before you start

First, confirm it's a DNS problem and not a server problem:

• Try accessing the site by IP address directly: http://your-server-ip-if this loads, DNS is the issue
• Check the UnderHost network status page for any active outages
• Try loading the site from a different network (mobile data, a friend's connection)-if it works elsewhere, the issue may be local DNS cache

Step 1: Check nameservers

Check which nameservers your domain currently uses:

1. Go to the UnderHost DNS Check tool
2. Enter your domain and check the NS records
3. Compare with the nameservers shown in your hosting service details (CustomerPanel → Services → your hosting)

If the nameservers don't match what they should be, log in to your domain registrar and update them. Nameserver changes propagate in 1–48 hours.

Step 2: Verify the A record

If nameservers are correct, check the A record:

1. In the DNS Check tool, look at the A record for your domain
2. It should show your server's IP address (found in CustomerPanel service details)
3. If the A record is missing or shows a different IP, update it in cPanel → Zone Editor (or at your DNS provider)

Step 3: Flush DNS cache

Your computer caches DNS results. Even if the correct DNS is set globally, your machine may still use the old cached value.

Windows:

ipconfig /flushdns

macOS (Ventura and later):

sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder

Linux:

sudo systemd-resolve --flush-caches

After flushing, try the domain again. Also try an incognito/private browser window to avoid browser DNS cache.

Step 4: Check global propagation

See DNS propagation explained to check if your DNS changes have reached resolvers around the world. It's common for some regions to still show the old IP for several hours after a change-this is normal DNS propagation.

DNS propagation takes 15 minutes to 48 hours depending on the TTL value set on your previous DNS records. Lower TTL = faster propagation.

Still not resolving after 48 hours?

• Confirm the domain is not expired-check in CustomerPanel → Domains → My Domains
• Check WHOIS for the domain to see what nameservers are currently registered
• Verify there's no domain lock at the registrar preventing changes
• Open a support ticket including your domain name, what you changed, when you changed it, and the current nameservers shown in your DNS check results

Related: Domain propagation | Configure DNS | Nameservers | My website is down-what to check first

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