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This can be caused by a few different issues. * View domain names config. If the host they're querying for does not have a "global" record, this could be the cause. * Unable to get any results from our name servers. For this we need a traceroute from the customer Ask customer to run DNSTool ... they must copy and paste results back to support OR Run the following commands and send them back to us: in windows traceroute is 'tracert' traceroute...