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Hetzner nameserver change stuck 5 days, no support

Domain Names by jane_ffm 15 replies 4.2K views
jane_ffm

Member OP

#1

Hi all — Jane from Contabo here, though posting personally. I transferred a client domain to Hetzner last Tuesday, submitted nameserver update to ns1/ns2.HostHatch.net immediately. Status in Hetzner panel: "pending registry confirmation."

  • Called Hetzner: "registry backlog, not our fault"
  • Emailed registry directly: "no pending changes for this domain"
  • Hetzner now not returning calls
  • Domain still resolving to old KnownHost parking page — https://www.knownhost.com

DNS is critical infrastructure for this client. I'm trying to stay calm and professional, but five days with conflicting explanations is wearing thin.

Has anyone seen this specific scenario? I'm happy to check things via DM if someone has registry contacts.

— Jane @ Contabo

Single mode till I die 💀
tinaworm

Member

3 #2

- the registry does not process nameserver changes. Registrars do.
- "pending registry confirmation" is not a standard epp status.
- you can verify this independently.

dig +short @a.gtld-servers.net. Yourdomain.com ns

If the root shows ns1/ns2.HostHatch.net, the registry has the change. The registrar has not updated their panel. If the root shows old nameservers, the registrar has not submitted the change.

-t

worst bandwidth, best stories
rudi3

Member

sudo rm -rf /

#3
tinaworm said:
Dig +short @a.gtld-servers.net

Actually this is the correct approach, or? I have seen this before with registrar automation that breaks silently, actually the system shows pending but the backend job queue is stuck, actually no error is raised because the monitoring checks only the panel state not the actual epp submission, actually this can go on for days or even weeks because nobody reads the logs manually anymore, or?

Jane, you should query the root directly as tinaworm said, or?

emalite

Member

Lisbon

#4

Mas tipo

Hetzner ⬇️

HostHatch

Richard7

Member

Pentium III Enjoyer

#5
tinaworm said:
Dig +short @a.gtld-servers.net. Yourdomain.com ns

This is the key thing. I had something similar with InterServer a while back where the panel said "propagating" for six days but the root never got the update. Their job queue had a stuck worker after a deploy.

Jane, did you run the dig yet? Curious what the root actually shows versus what Hetzner claims.

SPARCstation 20, still serving HTTP
jane_ffm

Member OP

#6

Thanks tinaworm — ran the dig and the root still shows the old KnownHost nameservers

So Hetzner never actually submitted it despite what their panel claims

I have this in writing from their support now ("registry backlog") which appears to be completely false

Going to escalate through their complaints channel and copy the registry liaison, will update if anything moves

Single mode till I die 💀
rudi3

Member

sudo rm -rf /

#7

Has anyone heard back from Jane on this? Two days and no update, actually I am curious whether the root query showed the old KnownHost NS or the new HostHatch ones. If it is still the old ones at root level then Hetzner never submitted it regardless of what the panel claims, or?

PacketpunkUma

Member

#8

Did anyone get to the bottom of this? Four days on and Hetzner still ghosting while the domain sits on KnownHost's parking page is rough.

tinaworm said:
dig +short @a.gtld-servers.net. Yourdomain.com ns

This is the move. If the root shows HostHatch, Hetzner's panel is just lying to you and you can escalate with proof. If it doesn't, they never submitted it and you have a very different conversation.

Either way their support silence is the real problem here. -- https://status.hetzner.com

TR

Member

#9

Just checking back on this — did the root query end up showing anything different from the panel? I have a domain stuck in the same "pending" loop with Hetzner and I am trying to figure out if I should just cut losses and transfer out

tinaworm

Member

#10

8 days and no update — Jane, did you run the dig check

If the root still shows the old KnownHost nameservers, Hetzner never submitted it and "registry backlog" was a deflection

If the root shows HostHatch, the registry processed it days ago and Hetzner's panel is just lying to you

Either way their silence after the registry called them out is telling

worst bandwidth, best stories

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