Hay

163.182.253.99  Offers Malware/Phishing Protection
163.182.253.101 Offers Malware/Phishing Protection
23.155.128.198
23.155.128.199

Troubleshooting

Reboot

Reboot router and device.  Sometimes this will clear DNS caches and force fresh look-ups for domains that may have new DNS information to load from the authoritative servers.

Reproduce

Try reproducing the problem on your own computer and include the results in the ticket.

Check the Domain Resolution

If a website doesn’t come up or work please add the results of these commands to the ticket. [DOMAIN] is a placeholder for the domain the customer is having a problem with.

Be sure to include the command line you typed with the results.   If there are syntax errors on an escalated ticket I will go over them with you and ask you to re-run the commands.

1) Test the domain lookup via Hay Raw DNS
nslookup [DOMAIN] 163.182.253.99
nslookup [DOMAIN] 163.182.253.101

2) Test the domain lookup via Hay Protected DNS
nslookup [DOMAIN] 23.155.128.198
nslookup [DOMAIN] 23.155.128.199

3) Test the domain lookup via Google DNS.
nslookup [DOMAIN] 8.8.8.8

Move to RAW DNS

If the above step has been completed, and if the site works on the RAW DNS, you can leave the customer on the RAW DNS.

Escalate the ticket to repair.