When you create a new account in WHM (Web Host Manager) and the associated nameservers are not responding, it typically indicates a problem with DNS configuration. Proper DNS setup is crucial for domain resolution and website accessibility. Here’s a detailed guide to troubleshoot and resolve this issue:

Steps to Troubleshoot Nameserver Issues in WHM:

1. Verify Nameserver Registration at Domain Registrar:

• Action: Log in to your domain registrar’s website and check if the nameservers for the domain are correctly registered.
• Details: Ensure the nameservers you intend to use are listed and correctly pointing to your WHM server’s IP addresses. Nameserver registration at the domain registrar is crucial for them to function. Example:
• ns1.yourdomain.com -> 123.45.67.89
• ns2.yourdomain.com -> 123.45.67.90

2. Check WHM Nameserver Configuration:

• Action: Log in to WHM and navigate to “Basic WebHost Manager Setup” under the “Server Configuration” section.
• Details: Confirm that the nameservers (ns1.yourdomain.com, ns2.yourdomain.com, etc.) are correctly set up. Also, ensure they are pointing to the correct IP addresses of your server. Steps in WHM:
• Go to “Server Configuration” > “Basic WebHost Manager Setup.”
• Scroll down to the “Nameservers” section and verify the entries.

3. Update DNS Zone for the New Account:

• Action: Go to “Edit DNS Zone” in WHM to review and update the DNS zone file for the new account.
• Details: Ensure that the DNS zone includes the correct records for the nameservers and that they are pointing to the right IP addresses. Example of DNS records to verify:
• ns1.yourdomain.com. IN A 123.45.67.89
• ns2.yourdomain.com. IN A 123.45.67.90

4. Check Glue Records:

• Action: Verify glue records (A records for your nameservers) with your domain registrar.
• Details: Glue records are necessary if your nameservers are subdomains of the domain they are serving. They must be set at the registrar to resolve the nameservers themselves. Example:
• For ns1.yourdomain.com to work, there must be an A record at the registrar level that points ns1.yourdomain.com to 123.45.67.89.

5. Verify DNS Propagation:

• Action: Use online tools like DNS Checker to verify if the DNS changes are propagating across the internet.
• Details: DNS changes can take time to propagate. Check if the changes are visible globally and ensure there are no issues with propagation.

6. Restart DNS Services:

• Action: Restart the DNS services on your WHM server.
• Details: Sometimes, changes require a service restart to take effect. Command to restart BIND (common DNS service):

   sudo systemctl restart named

or for cPanel DNS:

   sudo systemctl restart cpanel

7. Check for Firewall Issues:

• Action: Ensure your server’s firewall is not blocking DNS traffic (port 53).
• Details: DNS operates over port 53 (both TCP and UDP). Make sure this port is open in your server’s firewall settings. To check and open port 53:

   sudo iptables -L -n | grep :53
   sudo ufw allow 53/tcp
   sudo ufw allow 53/udp

8. Verify Nameserver Reachability:

• Action: Use command-line tools to test if the nameservers are reachable and responding correctly.
• Details: Use tools like dig or nslookup to query your nameservers and verify they are responding as expected. Example commands:

   dig @ns1.yourdomain.com yourdomain.com
   nslookup yourdomain.com ns1.yourdomain.com

9. Check DNS Logs:

• Action: Review DNS logs for any errors or warnings that could indicate configuration problems.
• Details: Logs can often provide detailed information about issues with DNS queries and responses. Logs are usually located in:

   /var/log/messages
   /var/log/syslog

10. Consult WHM and cPanel Documentation:
    • Action: Review the official WHM and cPanel documentation or their support forums for any specific guidance on nameserver issues.
    • Details: The documentation often contains troubleshooting steps for common problems.

Example Troubleshooting Scenario:

Let’s say you create a new account example.com in WHM and find that the nameservers ns1.example.com and ns2.example.com are not responding.

1. Verify Registration:

• Check with your domain registrar to confirm that ns1.example.com and ns2.example.com are registered and pointing to your WHM server’s IP addresses.

2. WHM Configuration:

• In WHM, confirm that ns1.example.com and ns2.example.com are set correctly under “Basic WebHost Manager Setup.”

3. DNS Zone File:

• Edit the DNS zone for example.com to ensure that ns1 and ns2 are pointing to the correct IP addresses.

4. Glue Records:

• Make sure glue records are set up for ns1.example.com and ns2.example.com at your registrar.

5. DNS Propagation:

• Use DNS Checker to monitor the propagation status of your nameserver changes.

6. Restart DNS Service:

• Restart the DNS service on your WHM server to apply changes.

7. Firewall Settings:

• Verify that port 53 is open for both TCP and UDP traffic in your server’s firewall.

8. Test Reachability:

• Use dig or nslookup to query example.com and ensure the nameservers respond correctly.

By following these steps, you should be able to diagnose and resolve issues with non-responsive nameservers for new accounts in WHM. If problems persist, consider reaching out to your hosting provider or WHM support for further assistance.