Troubleshooting Domain Nameserver Update Errors in Client Area

Troubleshooting Domain Nameserver Update Errors in Client Area

Description:
This guide helps shared hosting customers resolve common issues encountered when updating domain nameservers via the Brixly Client Area. It covers typical error messages, step-by-step solutions, and practical workarounds—enabling you to resolve most problems without server admin access.

Common Domain Nameserver Update Errors

When attempting to update nameservers, you might encounter messages such as:

• “Error: Unable to update nameservers.”
• “Nameserver change failed – invalid nameserver.”
• “You do not have permission to manage this domain.”

Understanding the root cause helps you resolve the issue quickly.

Step-by-Step Troubleshooting

1. Verify Domain Eligibility

Some domains cannot be managed from the Brixly Client Area (e.g., domains not registered through Brixly or expired domains).
Check:

• Is your domain registered with Brixly?
• Is it active and not expired or locked?

2. Check Nameserver Spelling and Format

Nameservers must be entered in the correct format (e.g., ns1.yourdomain.com).
Tips:

• Do not include protocols (e.g., http:// or https://)
• Avoid typos and unnecessary spaces

Example:

ns1.brixly.uk
ns2.brixly.uk

3. Ensure Nameservers Exist and Are Registered

If you use custom nameservers (e.g., ns1.yourbrand.com), ensure they are registered with your domain registrar as "host records" or "glue records" and point to the correct IP addresses.

How to Register Hostnames (Glue Records):

1. Log in to your domain registrar (e.g., GoDaddy, Namecheap).
2. Navigate to the domain's management dashboard.
3. Locate the section for "Hostnames", "Glue Records", or "Child Nameservers".
4. Register each nameserver and assign the appropriate IP address.
5. Save changes and wait for propagation (up to 24 hours).

> If your domain is with Brixly, host records can be registered within your Client Area. For non-UK domains, these changes need to be made manually by us via a support ticket. Otherwise, refer to your registrar’s documentation.

4. Unlock the Domain and Disable Privacy

Domains with registrar lock or WHOIS privacy protection may block nameserver changes.

To unlock:

• Visit your domain management page in the Client Area or registrar portal.
• Find the "Registrar Lock" setting and toggle it off.
• If privacy protection is enabled, consider disabling it temporarily.

5. Clear Browser Cache and Retry

Sometimes, cached information can cause update failures.

• Clear your browser cache or try a different browser.
• Log out and log back into the Client Area before retrying.

6. Wait for Propagation and Retry Update

DNS changes or domain transfers can take up to 24-48 hours to propagate fully.

• If you’ve recently updated domain details or transferred your domain, wait and attempt the update later.

Troubleshooting Scenarios & Workarounds

Scenario 1: “Invalid Nameserver” Error

Cause: Typos or unregistered custom nameservers.
Solution:

• Double-check spelling and format.
• If using custom nameservers, confirm they are registered as glue records with your registrar.

Scenario 2: “You do not have permission to manage this domain”

Possible Causes:

• Domain is not registered with Brixly.
• Domain is assigned to a different reseller account.

Solution:

• If the domain is with another provider, manage DNS changes from your registrar’s portal.
• If you’re a reseller, assign the domain to the correct account in your Reseller Area:
  1. Go to Domains → Reseller Area → Domains.
  2. Click Assign Domains and select the domain.
  3. Click Assign to confirm.

Scenario 3: No Changes Reflect After Update

Possible Causes:

• DNS propagation delay (up to 48 hours).
• Browser or local DNS cache.

Solution:

• Wait and check again later.
• Flush your local DNS cache:
  • Windows:

    ipconfig /flushdns
    

  • MacOS:

    sudo killall -HUP mDNSResponder
    

• Use online tools like DNS Checker to verify nameserver updates globally.

Useful Tools

• cPanel: For DNS record management, if you manage DNS zones with Brixly.
• File Manager: Not directly related to nameservers, but helpful for troubleshooting website issues after DNS changes.
• WHOIS Lookup: Verify current nameserver records for your domain.
• DNS Checker: Monitor propagation status.

When to Contact Support

If you’ve followed the steps above and still experience issues:

1. Gather error messages/screenshots.
2. Note any changes you’ve made and when.
3. Submit a support ticket via your Client Area for further assistance.

> Tip: Clearly describe your issue, steps taken, and affected domain. This helps our team resolve your issue faster.

Summary

Updating nameservers is usually straightforward, but errors can occur. By following this guide, you can resolve most issues independently. If you need additional help, our support team is ready to assist!

For more information, see our related articles on creating custom nameservers and which nameservers to use.