Could Not Resolve Host Error

Help Desk ›› Bugs and Troubleshooting ›› Could Not Resolve Host Error
Resolved
Topic is closed
25 April, 2019 11:17:31
jstraete
Topics: 34
Messages: 111
On any PDF I'm trying to generate today, I'm getting an error: [6] Could not resolve host: api.e2pdf.com

I know I was able to generate PDFs just fine last night, and there hadn't been any updates or changes I have made on my end since then, so is there some issue on your end not allowing this to work at the moment? Thanks!
25 April, 2019 11:36:08
E2Pdf
Support
Topics: 7
Messages: 3345
Hi,

Can you please recheck if you are still getting this error?

We remain at your service.
We would really appreciate your feedback at WordPress.org!
25 April, 2019 11:41:59
jstraete
Topics: 34
Messages: 111
Looks like it's working now, thanks!
25 April, 2019 11:55:05
jstraete
Topics: 34
Messages: 111
Well maybe I spoke too soon, as it's throwing that "[6] Could not resolve host: api.e2pdf.com" error again. It did work there for 10 minutes or so though.
25 April, 2019 12:08:21
E2Pdf
Support
Topics: 7
Messages: 3345
Can you please let us know which DNS server is used by your server? In most cases it's possible to login via ssh and get DNS by command:

cat /etc/resolv.conf

Also can you please output the result of command?:

dig api.e2pdf.com

We remain at your service.
We would really appreciate your feedback at WordPress.org!
25 April, 2019 12:11:21
E2Pdf
Support
Topics: 7
Messages: 3345
Or by typing current command:

nslookup api.e2pdf.com

We remain at your service.
We would really appreciate your feedback at WordPress.org!
25 April, 2019 12:39:58
E2Pdf
Support
Topics: 7
Messages: 3345
Your DNS server giving different answers by some reason.

In 1st case dig api.e2pdf.com - could not resolve host

In 2nd case dig api.e2pdf.com - resolved correctly

We are using Cloudflare to protect our server and issue can be connected with https://www.cloudflarestatus.com/incidents/rvnc9z8vdjlh , but we are not sure as it's not mentioned about any DNS issues.

It can be issue also on your hosting company side but as your DNS servers are not public, we can't test it fully from our side. We see that on 1st check it was not resolved, but on 2nd check it was resolved.

As a temporary solution you can try to add additional DNS server 8.8.8.8 for example. We are still investigation issue but we didn't get any other reports about problem of accessing to our website.

We remain at your service.
We would really appreciate your feedback at WordPress.org!
25 April, 2019 13:00:14
jstraete
Topics: 34
Messages: 111
I'm not sure how to add an additional DNS server 8.8.8.8 on my web server (I know that is Google's DNS as we use that on our server here at work). It looks like the PDFs are processing properly again, so maybe I'll just leave it alone for now and see how things go, and if it continues to be more of a problem I'll get someone to assist me with adding that additional DNS on our web server. Thanks!
25 April, 2019 13:15:54
E2Pdf
Support
Topics: 7
Messages: 3345
As advice you can try to contact to your hosting company and tell them that sometimes domain (api.e2pdf.com) can't be resolved, if this error will continue to show. It must be enough to show them the results of "dig" command.

As about adding DNS you can try to add it directly to /etc/resolv.conf but it depends on your server configuration so if you plan to add it, it's better to get to System Administrator.

Let us know please if you will get any additional information. Thank you.

We remain at your service.
We would really appreciate your feedback at WordPress.org!
25 April, 2019 13:22:36
jstraete
Topics: 34
Messages: 111
I was having issues again after messaging you last saying it was working again, so I started researching the setup on my web server and just figured out how to add the 8.8.8.8 as a 3rd DNS option. The PDF generation started working again immediately after, so hopefully that resolves this issue permanently going forward. Thanks!
25 April, 2019 13:42:02
jstraete
Topics: 34
Messages: 111
Well, it looks like that's not the permanent solution I was hoping for as it's not working again. I ran the same commands you requested earlier and attached the data if you can look at it again and see what you think we need to do to get the connection established again. Thanks!
Terminal Output 1.pdf
25 April, 2019 14:02:38
E2Pdf
Support
Topics: 7
Messages: 3345
It still trying to resolve domain name via your old dns server and it gives empty response. Try to restart your DNS service. If not help try to add 8.8.8.8 as the first DNS server to resolve and restart.

nslookup must return 8.8.8.8 instead of your old DNS IP Server but it really seems the issue on your hosting provider side.

We remain at your service.
We would really appreciate your feedback at WordPress.org!
25 April, 2019 14:06:45
jstraete
Topics: 34
Messages: 111
Ok, I switched my DNS order so that 8.8.8.8 is the first DNS server, and the PDF generation is working again. So, I'll let you know if it goes down again but hopefully 3rd times a charm here haha. Thanks!
25 April, 2019 14:07:59
E2Pdf
Support
Topics: 7
Messages: 3345
You can check via nslookup command. If it returns 8.8.8.8 then it seems setup must be correct.

We remain at your service.
We would really appreciate your feedback at WordPress.org!
25 April, 2019 14:13:30
jstraete
Topics: 34
Messages: 111
Ok I think it's working right. Here is the information from my cPanel terminal:

nslookup [private]
Server: 8.8.8.8
Address: 8.8.8.8#53