OpenDNS Diagnostic Tool: What to Provide Support When Asked
Support will often ask for the results of our diagnostic tool, especially when troubleshooting difficult issues. The steps to using the tool are straightforward, but it's very important to send the link that's generated by the tool, rather than a screenshot of the information or having the information pasted.
The tool can be found here:
Microsoft Windows : Download Here
Mac OS X : Download Here
Linux: No tool, see Terminal instructions here
Running the Cisco AnyConnect Umbrella Roaming Module? This is a different diagnostic test! To run, follow these instructions:
Windows: Run the diagnostic executable from: C:\Program Files (x86)\Cisco\Cisco AnyConnect Secure Mobility Client\UmbrellaDiagnostic.exe
Mac OS X: Open up the terminal and run
tail -n 15000 /var/log/system.log | egrep -i "acumbrella|kernel|launchd|vpn|dns|configd|racoon|umbrella"
Also, attach a zipped copy of the "/opt/cisco/anyconnect/umbrella/data/beacon-logs/service' folder.
Instructions for use of the Diagnostic Tool on all three operating system types is below
Microsoft Windows
When you first run the tool, you'll be asked for account information, ticket information and a domain to test with. This information is all optional, but if there is a specific domain you are having trouble accessing, please include it the Domain to test field:
Click Run tests. The tests should only take a few moments to complete and at the bottom of the diagnostic output there will be an ID displayed. This is the ID you'll want to send to the Umbrella Support team.
In the example above, support needs the Diagnostic ID number. "Diagnostic ID 953406"
Please do not send this example ID. Send the ID that appears in your diagnostic result.
If the Diagnostic does not run, provide the results of the following command prompt commands:
Apple Mac OS X
When you first run the tool, you'll be asked for account information, ticket information and a domain to test with. This information is all optional, but if there is a specific domain you are having trouble accessing, please include it the Domain to test field:
Click Run tests. The tests should only take a few moments to complete and at the bottom of the diagnostic output there will be an ID displayed. This is the ID you'll want to send to the Umbrella Support team.
In the example above, support needs the Diagnostic ID number. "Diagnostic ID 953406"
Please do not send this example ID. Send the ID that appears in your diagnostic result.
If you would like to run the test manually, please issue the following commands:
- /usr/bin/dig +time=10 myip.opendns.com
- /usr/sbin/traceroute -I -w 2 208.67.222.222
- /usr/sbin/traceroute -I -w 2 208.67.220.220
- /usr/sbin/traceroute -I -w 2 api.opendns.com
- /usr/sbin/traceroute -I -w 2 bpb.opendns.com
- /usr/sbin/traceroute -I -w 2 block.opendns.com
- /usr/bin/dig @208.67.222.222 +time=10 debug.opendns.com txt
- /usr/bin/dig @208.67.222.222 -p 5353 +time=10 debug.opendns.com txt
- /usr/bin/dig +time=10 debug.opendns.com txt
- /usr/bin/dig +time=10 whoami.akamai.net
- /usr/bin/dig +time=10 whoami.ultradns.net
- /usr/bin/dig @208.67.222.222 +time=10 myip.opendns.com
- /usr/bin/dig @ns1-1.akamaitech.net +time=10 whoami.akamai.net
- /usr/bin/dig @pdns1.ultradns.net +time=10 whoami.ultradns.net
- /usr/bin/nslookup -timeout=10 -class=chaos -type=txt hostname.bind. 4.2.2.1
- /usr/bin/nslookup -timeout=10 -class=chaos -type=txt hostname.bind. 192.33.4.12
- /usr/bin/nslookup -timeout=10 -class=chaos -type=txt hostname.bind. 204.61.216.4
- ping -n 5 www.opendns.com (www.opendns.com)
- ping -n 5 rtr1.pao.opendns.com
- ping -n 5 rtr1.sea.opendns.com
- ping -n 5 rtr1.lax.opendns.com
- ping -n 5 rtr1.chi.opendns.com
- ping -n 5 rtr1.nyc.opendns.com
- ping -n 5 rtr1.lon.opendns.com
- ping -n 5 rtr1.mia.opendns.com
- ping -n 5 rtr1.sin.opendns.com
- ping -n 5 rtr1.fra.opendns.com
- ping -n 5 rtr1.hkg.opendns.com
- ping -n 5 rtr1.ams.opendns.com
- ping -n 5 rtr1.ber.opendns.com
- ping -n 5 rtr1.cdg1.opendns.com
- ping -n 5 rtr1.cph1.opendns.com
- ping -n 5 rtr1.dfw.opendns.com
- ping -n 5 rtr1.otp1.opendns.com
- ping -n 5 rtr1.prg.opendns.com
- ping -n 5 rtr1.ash.opendns.com
- ping -n 5 rtr1.wrw.opendns.com
- ping -n 5 rtr1.syd.opendns.com
- ping -n 5 rtr1.jnb.opendns.com
- ping -n 5 rtr1.yyz.opendns.com
- ping -n 5 rtr1.yvr.opendns.com
- ping -n 5 rtr1.nrt.opendns.com
- ping -n 5 rtr1.dub1.opendns.com
- ping -n 5 rtr1.dxb1.opendns.com
- ping -n 5 rtr1.mum1.opendns.com
- ping -n 5 rtr1.sao1.opendns.com
- /bin/ps wwaux
- /sbin/ifconfig -a
- /usr/sbin/scutil --dns
- /usr/sbin/netstat -rn
- /usr/bin/curl -Ls block.a.id.opendns.com/monitor.php
- /usr/bin/curl -Ls -c /dev/null bpb.opendns.com/monitor/
Linux/Unix
To provide diagnostic information for a Linux/Unix machine, please run the following commands and provide the results in your reply to the support ticket:
nslookup -type=txt debug.opendns.com.
nslookup -type=txt debug.opendns.com. 208.67.222.222
nslookup -type=txt debug.opendns.com. 208.67.222.222 -port=443
nslookup -type=txt debug.opendns.com. 208.67.222.222 -port=5353
traceroute 208.67.222.222
traceroute api.opendns.com.
traceroute bpb.opendns.com.
ifconfig
If you are asked to test a specific domain:
nslookup domain.com
nslookup domain.com 208.67.222.222
nslookup domain.com 208.67.220.220
nslookup domain.com 4.2.2.1
traceroute domain.com
Below are two example screenshots of the results of these commands. Your results will look similar but may differ in content of the results:
