Skip to content

getting-help.md

Latest commit

 

History

History
44 lines (31 loc) · 2.68 KB

getting-help.md

File metadata and controls

44 lines (31 loc) · 2.68 KB
copyright
years
2019, 2025
lastupdated 2025-06-02
keywords
subcollection dns-svcs

{{site.data.keyword.attribute-definition-list}}

Getting help and support for {{site.data.keyword.dns_short}}

{: #gettinghelp}

If you experience an issue or have questions when using {{site.data.keyword.dns_full}}, you can use the following resources before you open a support case. {: shortdesc}

  • Ask a question in the AI assistant from the console or the {{site.data.keyword.cloud_notm}} CLI.
  • Review FAQs in the product documentation.
  • Review Troubleshooting to diagnose and resolve common issues.
  • Check the status of the {{site.data.keyword.cloud_notm}} platform and resources by going to the Status page{: external}.
  • Review Stack Overflow{: external} to see whether other users ran into the same problem. If you're using the forum to ask a question, tag your question with ibm-cloud and dns-svcs so that it is seen by the {{site.data.keyword.cloud_notm}} development teams.

If you still can't resolve the problem, you can open a support case. For more information, see Creating support cases. And, if you're looking to provide feedback, see Submitting feedback.

Providing support case details for {{site.data.keyword.dns_short}}

{: #support-case-details}

To ensure that the support team has all of the details for investigating your issue to provide a timely resolution, you must provide detailed information about your issue. Review the following tips about the type of information to include in your support case for issues with {{site.data.keyword.dns_short}}.

Provide the following details:

  1. The specific IDs of affected VPCs.
  2. The IDs of the {{site.data.keyword.dns_short}} private resource records (if any).
  3. The IDs of zones that have affected private resource records (if any).
  4. The DNS queries made. If possible, give the details on DNS queries related to the issue, including DNS message ID and timestamp for each.
  5. Information about the source of the DNS query (for example, the ID of the VPC from which the query originated).
  6. If it affects a custom resolver, then include the custom resolver ID.
  7. If it affects a GLB health check, then include the GLB health check ID and the IDs of affected GLBs.
  8. If it is an issue with a forwarding rule, then include the forwarding rule ID.
  9. If it is an issue with a secondary zone, then include the secondary zone rule ID.