OMniMap_HUB
What you know, all should know. What you can do, all should master.
TroubleshootingNOCP3 · MediumIntermediateACTIVE

Pengecekan DNS & Resolusi Domain

Verifikasi resolusi domain: recursor ISP, authoritative, DNSSEC, dan latency query.

TS-NOC-005Reviewer: —

Owner

SUPER_ADMIN

Last Updated

20 Sep 2026

Version

v1.0

Est. Time

5-20 menit

Required Accessdignslookupdrillcurl
TagsIPDNS

Pengecekan DNS & Resolusi Domain

Alur cek DNS: client → recursor/rekursif ISP → root/TLD → authoritative. CIUM SERVFAIL vs NXDOMAIN agar tidak salah diagnosis.

Perbedaan kode

NXDOMAIN = domain benar tidak ada; SERVFAIL = resolver gagal ke authoritative; REFUSED = policy/rate-limit.

STEP

Cek resolusi dari NOC

  1. 1Query langsung ke public recursor (8.8.8.8)
  2. 2Query dengan +trace untuk lihat titik gagal
STEP

Cek recursor internal (milik ISP)

  1. 1Query ke IP recursor internal
  2. 2Bandingkan hasil dengan public recursor
STEP

Cek cache & DNSSEC

  1. 1Cek RCODE (NOERROR/NXDOMAIN/SERVFAIL)
  2. 2Verifikasi AD flag bila DNSSEC aktif
STEP

Verifikasi dari sisi pelanggan

  1. 1Simulasikan dengan server DNS yang dikirim via DHCP/PPPoE
  2. 2Ukur latency query
  • SERVFAIL + butuh sistematis — jalan +trace
  • Respon lambat — cek cache hit ratio & backend
  • Parsial per domain — cek authoritative/zone

Checklist DNS

0 / 5 selesai

Escalation

L1

Customer Service

  • Verifikasi identitas pelanggan
  • Cek status akun & pembayaran
  • Cek ONT / kabel basic
L2

NOC

  • Cek OLT, PPPoE session, optical power
  • Troubleshoot jaringan akses
L3

Network Engineer

  • Cek routing, backbone, BGP
  • Koordinasi peering / upstream
L4

Vendor / Upstream

  • Penanganan issue eksternal

Version History

v1.0Publikasi awal13 Sep 2026

Related SOP

SOPNOCIncident

Customer Internet Down

Procedure for handling customer internet down incidents.

PPPoEONTOLTFiber
SOP-NOC-003 20 Sep 2026 10-15 menitIntermediateP2 · High
SOPNOCIncident

BGP Session Down

Procedure untuk investigasi session BGP yang down / flapping.

BGPRoutingBackbonePeering
SOP-NOC-007 20 Sep 2026 15-30 menitAdvancedP2 · High
TroubleshootingNOCTroubleshooting

WiFi Troubleshooting

Panduan pengecekan koneksi WiFi pelanggan yang sering putus / lambat.

WiFiLatencyCustomer
TS-NOC-007 20 Sep 2026 10 menitBasic
SOPPROVISIONINGActivation

New Customer Activation

Workflow aktivasi layanan pelanggan baru dari sales order hingga handover.

PPPoEONTOLTVLAN
SOP-PROVISIONING-001 20 Sep 2026 60-120 menitIntermediate

Was this SOP helpful?