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Domain NS update stuck in "In Progress" for over 24 hours despite correct email verification

0

Hello,

I am facing an issue where my domain's name server (NS) update is stuck in the "In Progress" status for more than 24 hours in Route 53. Current Situation: Action taken: I recreated a Hosted Zone and updated the "Registered domain" with the new NS records. Status: The "Registered domains" section shows "In Progress," and the domain status is displayed as "—" (hyphen). Email: I have confirmed that the registrant email address is correct and I am receiving other AWS notification emails. However, I have NOT received any verification or "Action Required" emails regarding this specific change. What I have checked: Verified that the email address is accurate in the "Contact Details" section. Checked the spam folder for any missing verification emails. Verified that the Hosted Zone is already active and the records are correct. Since it has been over 24 hours, I suspect the request might be stuck in the internal system or at the registry level. Has anyone experienced a similar delay? Is there any specific step I should take to re-trigger the process or should I contact AWS Support directly?

Thank you for your help.

Topics
Networking & Content Delivery
Tags
Amazon Route 53
Language
English
asked 2 months ago65 views
3 Answers
1

It sounds like you've tried most things. I understand it can be frustrating since you can't see what's going wrong on the back-end.

Just to go back to a few basics, I suggest you confirm these items:

  1. Ensure you are signed-in as the root account that the domain is currently registered to.
  2. confirm NS and SOA records - I prefer NSLOOKUP - (nslookup -type=NS exampledomain.com & nslookup -type=SOA exampledomain.com) - can you share what your domain name is?

You should seee something like this:

#nslookup -type=NS aws.amazon.com

dr49lng3n1n2s.cloudfront.net nameserver = ns-905.awsdns-49.net

dr49lng3n1n2s.cloudfront.net nameserver = ns-106.awsdns-13.com

dr49lng3n1n2s.cloudfront.net nameserver = ns-1402.awsdns-47.org

dr49lng3n1n2s.cloudfront.net nameserver = ns-1860.awsdns-40.co.uk

#nslookup -type=SOA aws.amazon.com

Non-authoritative answer:

aws.amazon.com canonical name = tp.8e49140c2-frontier.amazon.com

tp.8e49140c2-frontier.amazon.com canonical name = dr49lng3n1n2s.cloudfront.net

dr49lng3n1n2s.cloudfront.net

    primary name server = ns-905.awsdns-49.net
    responsible mail addr = awsdns-hostmaster.amazon.com
    serial  = 1
    refresh = 7200 (2 hours)
    retry   = 900 (15 mins)
    expire  = 1209600 (14 days)
    default TTL = 86400 (1 day)

Can you share more info about where you currently are stuck?

AWS
answered 2 months ago
0

Hello.

For domain-related issues, I think you'll get a quicker resolution by contacting AWS support.
In particular, in cases like this where the status is stuck at "In Progress" after making changes, it's possible that the user may not be able to resolve the issue themselves.
https://docs.aws.amazon.com/Route53/latest/DeveloperGuide/domain-contact-support.html

EXPERT
answered 2 months ago
EXPERT
reviewed 2 months ago
  • Riku_Kobayashi EXPERT
    2 months ago

    Which severity level did you select for your support case? In case of an emergency, try creating a support case by selecting a higher severity level. By the way, please note that you will not receive a response from AWS support if you contact them regarding "Account and Billing" on weekends. https://docs.aws.amazon.com/awssupport/latest/user/case-management.html

    If you need customer service for non-technical support cases, support in Japanese is available during business hours in Japan defined as 09:00 AM to 06:00 PM Japan Standard Time (GMT+9), excluding holidays and weekends. If you have a AWS Business Support+, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Japanese.

0

Thank you for your advice. I have already opened a support case regarding this issue. I have received no response from AWS Support. My DNS has been down since around March 26th, and I have contacted support multiple times. However, my cases remain "unassigned" with no response from AWS Support even after more than 72 hours.

The domain name server update is still stuck in the "In Progress" status, and as you pointed out, it is completely impossible for me to resolve this on my own.

Support Case ID: 177484049700733 Is there any other way to escalate this? I am stranded because the standard support channel is unresponsive.

answered 2 months ago

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