Our domain uses MediaTemple nameservers but is registered with Network Solutions. DNS resolution has stopped, and the registrar sends login codes to an email address on the affected domain.
Other domains using the same nameservers still appear to work, so this may not be a complete shutdown. What should we check, and how can we get out of the email verification loop?
First, check what the nameservers actually return for your domain. Query each authoritative server directly for the zone's SOA and a few known records, then compare that with the delegation at the registrar. A timeout, a refusal, and a response saying the domain does not exist point to different problems.
Since other domains still resolve through those servers, contact GoDaddy support about the affected zone rather than assuming the servers are gone. Ask whether the zone is still present and whether service can be restored long enough to recover the records.
Call Network Solutions and ask for its account recovery process. Explain that the verification mailbox depends on the domain whose nameservers need changing. Have the account and domain ownership information ready, but expect the registrar to decide what proof it requires.
Once you have access, set up a recovery method that doesn't depend solely on email at the same domain, if the registrar supports one.
Before changing the delegation, build the zone at the replacement DNS provider. You'll need more than the website record. Check mail records, verification records, subdomains and anything else that depends on DNS. Old zone exports or infrastructure configuration may help if the current zone isn't accessible.
Test the new nameservers directly before switching at the registrar. If DNSSEC is enabled, check the existing DS record too. A mismatch between it and the new provider's signing setup can make an otherwise correct zone fail validation.
Trelvor.6c:
And allow for cached delegation and record data after the switch. Different resolvers may pick up the change at different times.
For the longer term, Cloudflare is one alternative mentioned for DNS and domain registration. You don't have to move both at once, though. Pick a DNS provider that fits your needs and sort out the registrar separately after the domain is working again.
There were comments about the MediaTemple retirement and missed migration, but that doesn't establish exactly what happened to this particular zone or what notice was received. Once service is back, check the account history and keep an inventory of domains, DNS providers and renewal contacts.
Answers are reviewed before publication.
_rather+unfolded_7:
Good distinction. We'll check the zone directly and take the results to support.