DNS lookups of your site's IP addresses should always resolve to Files.com IP addresses.

Your Files.com site's subdomain (e.g. subdomain.files.com) will always be resolved by DNS to our pool of IP addresses.

If your site has implemented a Custom Domain, then DNS will resolve your custom domain (e.g. files.mycompany.com) to the dedicated IP addresses of your custom domain.

Troubleshooting DNS

Incorrectly configured DNS settings, or DNS provider issues, can cause connection problems for clients, apps, and computer systems.

To determine if you're having a DNS issue, use the nslookup command to look up the IP address for your site's subdomain (e.g. subdomain.files.com) or your site's Custom Domain. The nslookup command should be run on the same system that is having connection problems. Verify that the returned IP address is one that is included in our pool of IP addresses or matches one of your dedicated IP addresses.

If the returned IP address does not match our pool of IP addresses or one of the dedicated IP addresses, then that system's DNS settings are incorrect or having issues. Ask the system administrator to check the DNS configuration.

We have found that most DNS issues are caused by 3rd party DNS services, such as OpenDNS and RIPE NCC, when their local DNS agent becomes unresponsive or contains out-of-date routing information.

Using the whois command to query the returned IP address will display the name of the organization (OrgName) which owns the returned IP address, indicating who to contact to resolve the issue. Contact your network administrator for assistance in resolving and correcting your system's DNS configuration.

If you are able to modify the DNS settings, you can verify whether a 3rd party DNS is causing the issue by changing the system's "DNS servers" setting to use a public service instead of the 3rd party DNS servers. For example, Google provides 8.8.8.8 and Cloudflare provides 1.1.1.1 as public DNS servers. If you can successfully connect using a public DNS then the issue is caused by your 3rd party DNS solution.