My Website Header

Subject: Site down, your name servers are down

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

Good Morning, My name is Ricardo Vicente and I am the Cloudflare Support Engineer that is going to help you on your incident request.

When did this issue start happening?

We can check Cloudflare System Status for any outages or issues with DNS or nameservers. If there are none I will then continue troubleshooting this specific use case.

Have you done or have there been any changes approved recently on your side that would Block specific traffic based on location perhaps? Kindly check for any new Firewall rules. Under your account's Web Analytics did you notice any decrease in your site's traffic or visits and, if so, since when?

Is the site responsive, have you tried to do a lookup using:

ping -a example.ns.cloudflare.com

and does it respond? if not does it respond to the Public IP address instead of the site name?

If so, if its a DNS Issue, can you check your records through the Cloudflare Dashboard under DNS if everything is ok? Cloudflare periodically checks whether you have pointed your nameservers to Cloudflare.

To get Cloudflare out of the way and troubleshoot your site further I believe we can Pause Cloudflare. Kindly follow this documentation here with the steps to do so: Pause CloudFlare

In the Cloudflare dashboard, go to the Account home page and select your account and domain.

Go to

Account home

Within Overview, choose Advanced Actions > Pause Cloudflare on Site.

Alternatives to global pause

Disable proxy on DNS records

Instead of pausing Cloudflare globally, you can disable the proxy on individual records:

Go to DNS > Records. Choose the record and select Edit.

Toggle Proxy Status to Off.