IP address not resolving using opendns.

[gatrad]

Hello. I submitted a tech support request to opendns 10 days ago and have not had any response aside from  a notification that the request was indeed received.  I am having difficulty resolving a specific ip address when using the opendns service. I've used opendns for many years, and this is the only site I've had an issue with. Unfortunately, it is an important domain since it is a college domain. If I change to any other DNS servers, I have no issue resolving the address. I have also tried using opendns tools to troubleshoot the ip address, and there does seem to be an issue with this site being accessed by opendns servers. Does anyone have suggestions on fixing the issue or have information regarding how long a tech support request of this nature should take?  Thank you for your assistance.

[rotblitz]

"Does anyone have suggestions on fixing the issue"

Yes, it depends on the output of diagnostics.  If you had the domain name and/or IP address for me, I could investigate further.

"have information regarding how long a tech support request of this nature should take?"

I heard from other users here that it can take three weeks to receive a response.

[gatrad]

Do I need to post the address here, or can I send it directly to you?

[rotblitz]

You may need to post the information here if there are not reasons not to do so, because you do not have direct contact details from me, and I don't want to provide this here..

[gatrad]

No problem. sfcollege.edu

[rotblitz]

I'm currently in a corporate network using Umbrella (the commercial version of OpenDNS), and I do not have any problem to resolve that domain.

nslookup sfcollege.edu.
Server: odns01.internal.prv
Address:  10.165.123.456

Non-authoritative answer:
Name:    sfcollege.edu
Address:  162.248.67.177

Are you saying that this IP address is wrong?

[gatrad]

When I checked earlier today at cachecheck.opendns.com, all the checks were showing servfail.  After I refreshed the caching at the bottom of that screen, now a few servers are showing that they are resolving correctly. Perhaps the cache refresh is working. I will try on another pc to be sure it's working now. The laptop I'm using currently is using google DNS servers. Thanks.

[gatrad]

Opendns is now correctly resolving the address. Previously, it was intermittent at best and only after multiple browser refreshes. Thank you for your quick responses! 

[rotblitz]

Yes, using the CacheCheck was a good idea.  If I would have faced problems, that would have been the next thing to try.  Multiple refreshes may indeed help.  Regardless, some locations still show SERVFAIL.  This must be solved by staff.