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Help- Paid Hosting

Posted: Sun Nov 23, 2014 12:47 pm
by doggy
Hi to any admins who may be monitoring this on Sunday.

I have just moved our website from paid Exetel Hosting to another provider.
We also have our Domain Registration/Hosting with Exetel (which runs for a couple more years).

But, having transferred a gigabyte of data and got up and running on the new provider, I found I could not edit our NS or CNAME records in "My Exetel"!

We need to have this propagated by the start of the working week, Monday.

If anyone can help and make the changes for me today, the details are in Helpdesk query #8546626#

Thank you,

David

Re: Help- Paid Hosting

Posted: Sun Nov 23, 2014 2:25 pm
by saadbafik
doggy wrote:Hi to any admins who may be monitoring this on Sunday.

I have just moved our website from paid Exetel Hosting to another provider.
We also have our Domain Registration/Hosting with Exetel (which runs for a couple more years).

But, having transferred a gigabyte of data and got up and running on the new provider, I found I could not edit our NS or CNAME records in "My Exetel"!

We need to have this propagated by the start of the working week, Monday.

If anyone can help and make the changes for me today, the details are in Helpdesk query #8546626#

Thank you,

David
Hi David,

Kindly note that you should be able to change the resource records from your MyExetel Page without any issues.

Ill reply back to your e-mail ticket with instructions shortly

We highly regret any inconvenience caused.

Regards,
Saad Bafik

Re: Help- Paid Hosting

Posted: Sun Nov 23, 2014 3:33 pm
by doggy
Unfortunately, the web editor seems to be broken or behaving badly. Tried latest Firefox and Safari. Deleted NS records do not stay deleted, records cannot be modified (you cannot change e.g NS addresses) and it is tacking canonical web name onto the end of Nameserver names to make them nonsensical!

CNAME records seem to be enter-able but not NS records.

Even if the systems says it has "Successfully entered a record", you cannot see it until a full page refresh.

Deleting all records and entering new ones gets you further than trying to just modify them, but it is still not possible to successfully make the changes. Fortunately, I was able to delete everything and put back the Exetel entries for the moment. I am hoping that Exetel can make the changes in the "back end" of the system before work starts tomorrow.

Regards,
Dave

Re: Help- Paid Hosting

Posted: Sun Nov 23, 2014 5:22 pm
by saadbafik
doggy wrote:Unfortunately, the web editor seems to be broken or behaving badly. Tried latest Firefox and Safari. Deleted NS records do not stay deleted, records cannot be modified (you cannot change e.g NS addresses) and it is tacking canonical web name onto the end of Nameserver names to make them nonsensical!

CNAME records seem to be enter-able but not NS records.

Even if the systems says it has "Successfully entered a record", you cannot see it until a full page refresh.

Deleting all records and entering new ones gets you further than trying to just modify them, but it is still not possible to successfully make the changes. Fortunately, I was able to delete everything and put back the Exetel entries for the moment. I am hoping that Exetel can make the changes in the "back end" of the system before work starts tomorrow.

Regards,
Dave
Hi David,

Kindly note that this has been escalated with relevant departments, we will update you as soon as we receive a response from them.

We highly regret any inconvenience caused.

Regards,
Saad Bafik

Re: Help- Paid Hosting

Posted: Sun Nov 23, 2014 5:29 pm
by doggy
Thank you.

I cannot even enter a single NS record pointing to another nameserver. The system appends the canonical name to the end of the nameserver making a nonsense of it.

This is verified when you then try a nslookup to Exetel- cannot find anything.

Regds,
Dave

Re: Help- Paid Hosting

Posted: Sun Nov 23, 2014 6:26 pm
by doggy
....Unfortunately, I can now no longer access our website. Something wrong with the Exetel DNS records- which I have put back. Also, the NS records now have TTLs of 1 day and I am unable to change it with the modify command to more like 2-3hrs. Just cannot change anything at all with the NS records (which came back of their own accord after being deleted!)

So, cannot access old website and cannot access new one.

I have not had this sort of trouble with Aushosts, Inmotionhosting or Zone-Edit.

What a mess.


Dave

Re: Help- Paid Hosting

Posted: Sun Nov 23, 2014 7:40 pm
by doggy
While I await Exetel's fix to the records (which I am sure will come), I was at least able to get my Exetel hosted site visible again.

One of the other frustrating things I found was that the editor would report "Resource record already present" when it was not present or I had deleted everything.

So, there is obviously some caching going on somewhere and the mechanisms to edit records just do not cope with it.

However, re-entering the Exetel info was not too bad, although time consuming. I just deleted everything and started with the NS records BEFORE CB=NAME and A records.

So, be forewarned if you want to do what I did- it may take longer and be more problematic than you expect.

Regards,
Dave

Re: Help- Paid Hosting

Posted: Mon Nov 24, 2014 1:02 pm
by angelos
Hi Dave,

I have made the required changes and sent you an email with what needs to be done.

Please let us know if you require any further assistance or clarification.

Thanks

Re: Help- Paid Hosting

Posted: Mon Nov 24, 2014 1:16 pm
by doggy
Thanks Angelo.

However, the resource records still remain unchanged in My Exetel (2 of NS, one CNAME, one A). Will they ever change or is there some sort of caching or propagation delay and I will eventually see the correct ecords you have entered?

Just one other frustrating thing that I also cannot change in the edit. The address is all okay EXCEPT it says Sri Lanka and not Australia. I tried to change it a couple of times but always went back to Sri Lanka. Now the record seems to be locked and I cannot edit it.

Regards,
Dave

Re: Help- Paid Hosting

Posted: Mon Nov 24, 2014 1:40 pm
by angelos
doggy wrote: However, the resource records still remain unchanged in My Exetel (2 of NS, one CNAME, one A). Will they ever change or is there some sort of caching or propagation delay and I will eventually see the correct ecords you have entered?
These resource records are void since we changed the NS records to the new records you provided. You will have to contact them to change information on that as we do not have access to the cpanel or zone file.
doggy wrote: Just one other frustrating thing that I also cannot change in the edit. The address is all okay EXCEPT it says Sri Lanka and not Australia. I tried to change it a couple of times but always went back to Sri Lanka. Now the record seems to be locked and I cannot edit it.
Dave
Where do you see this? If you could provide a link I may be able to look into this or atleast guide you to get it fixed.

Re: Help- Paid Hosting

Posted: Mon Nov 24, 2014 1:49 pm
by doggy
Hi Angelo,

Okay. What I am talking about are the Exetel Resource records showing in Services and Usage => Manage Domain Hosting => Resource Records in "My Exetel". I had expected to see just the two NS records pointing to the other provider [that you entered]. But, hopefully no problem because I have full control over the records at the other provider and I will just have to wait for propagation through the hierarchy. Perhaps your resource records only change in a day or so or will they never change because they are voided?

The Sri Lanka is in Services and Usage =>Manage Domain Hosting =>View Details => EDIT

Regards,
Dave

Re: Help- Paid Hosting

Posted: Mon Nov 24, 2014 1:56 pm
by angelos
doggy wrote:Hi Angelo,

Okay. What I am talking about are the Exetel Resource records showing in Services and Usage => Manage Domain Hosting => Resource Records in "My Exetel". I had expected to see just the two NS records pointing to the other provider [that you entered]. But, hopefully no problem because I have full control over the records at the other provider and I will just have to wait for propagation through the hierarchy. Perhaps your resource records only change in a day or so or will they never change because they are voided?

The Sri Lanka is in Services and Usage =>Manage Domain Hosting =>View Details => EDIT

Regards,
Dave
With regards to the NS records... These do not work anymore. It only works if the domain registrar is pointing the NS records to ns1.exetel.com.au and ns2.exetel.com.au but since you requested to change it to the NS records you provided, the resource records will not work as it is not active anymore.

It will only be active if you use the Exetel NS records through the domain registrar.

As an example please try running a whois query for your domain. You will see that the NS records are currently pointing towards the new NS records. Since it is the current domain hosting service you have with Exetel is no more. It is dormant. So changes made on it will not do any difference.

I was asking you where the Sri Lanka was appearing. Check again and let me know if you can still see it :)

Re: Help- Paid Hosting

Posted: Mon Nov 24, 2014 2:08 pm
by doggy
Hi Angelo,

Sorry, Sri Lanka is still there!

Yes, Whois is correct.

I understand what you are saying about the Exetel displayed resource records. I am also beginning to understand why I cannot change them myself {the NS records came out as ns1.inmotionhosting.com.xxxxxxx.org. i.e NS address concatenated with the canonical domain name} But no problem given that Exetel is/was happy to change them. I just wish I had known this beforehand.

Regards,
Dave

Re: Help- Paid Hosting

Posted: Mon Nov 24, 2014 2:25 pm
by angelos
doggy wrote:Sorry, Sri Lanka is still there!
I will get this checked and let you know..

Re: Help- Paid Hosting

Posted: Mon Nov 24, 2014 4:33 pm
by doggy
Angelo or anyone else who knows?

I still have my paid hosting space for another year.

Can still access by FTP to 220.233.0.22

I cannot figure out the subdomain. I thought it should be:

http://220.233.0.22/home/web_xxxxxxxxxx ... /index.php

but that is giving me access denied (xxxxxxxxxxxxxxx is the centre part of the domain name).

Incidentally the new DNS records are percolating nicely around the world. Thanks Angelo.

Regards,
Dave