Could not verify TXT DNS record

[Anna Nguyen]

Hi everyone,

I got a issue that I failed to verify the TXT DNS record, I also tried to remove and add new value to domain provider, but it does not work

This lasted for several days, and stop me from setting up the system

What should I do now?

[Benjamin · Accepted solution]

HI @Anna Nguyen ,

The adding of txt record is straight forward. I have not ran into issue. Sometimes it may take a day or two for confirmation but usually successful. Since these happen behind the scenes, it probably be good to raise an Atlassian ticket to have support investigate. 

https://support.atlassian.com/contact/#/

[John Funk]

Agreed - I have never seen a problem with this step. As long as you get the text pasted into your DNS record it should be good. Check it in another hour. 

[Anna Nguyen]

I would like to ask that Do I need to add domain in the session "Domain" or just need to add in the session "Email" only

I see others's DNS record also include SPF record, but my DNS record check does not show that DNS, is there any wrong here?

[John Funk]

Can you list here the actual steps you have taken?

[Dirk Ronsmans]

Most times this is due to a TTL on the records that is too low and it times out.

Can you share the details and how you set it up like @John Funk  asks?

[Anna Nguyen]

@John Funk 

I follow those steps:

1. Add on the domain in "Email domain"

2. Copy 4 DNS records as above image

3. Send them to IT team to add DNS records on domain provider

4. Then I click "Run DNS records check"

[John Funk]

Did you check with IT to make sure that they did indeed add them?

[Dirk Ronsmans]

@Anna Nguyen ,

You can always use a site like https://mxtoolbox.com/SuperTool.aspx# to test if the record is actually there and whether it is a problem on your or Atlassian's end.

Just change the record type to TXT and search for the value

[Anna Nguyen]

Thanks @John Funk and @Dirk Ronsmans 

I will check the txt record type on that link to make sure IT team already add them or not

[Anna Nguyen]

Hi @John Funk

Finally I can verify all the DNS records, but why I still could not add the email address, could you please help this step

[Dirk Ronsmans]

@Anna Nguyen ,

Did you first add the domain on the 2nd tab? You'll have to add a domain for the email before you can add the actual email addresses from which you wish to send.

[Anna Nguyen]

Hi @Dirk Ronsmans 

I already add the domain and it's verified 

[Anna Nguyen]

It shows as below image, it has 2 tabs and the email domain is verified

[Dirk Ronsmans]

@Anna Nguyen ,

that should be it though. Reading through the documentation I can't see any specific permissions required. Are you an Org admin? (I assume yes since you can see the email domain details but never hurts to verify).

According to the docs once the domain is verified you should be able to add the email address through that button.

If that remains grayed out and you have the appropriate permissions you might need to raise an issue with Atlassian themselves to have a look at your instance (https://support.atlassian.com/contact)

[Anna Nguyen]

Thanks @Dirk Ronsmans 

Yes I was granted Org admin role to set up this. Is this because me and other colleague add on the same email domain to verify in different pages?

[John Funk]

Yes, agree with Dirk on that. 

[Anna Nguyen]

@Dirk Ronsmans , @John Funk 

do I need to verify the company domain? or email domain is okay

[Dirk Ronsmans]

That should not be an issue.

The 2nd domains entry is used to Claim the user account allowing you to manage them under the created security policies (and if you want to using Atlassian Guard also provide SSO/User provisioning)

Afaik, these 2 are unrelated.

I'll try and get someone from Atlassian to look at this question but I feel like this might be something that only a support engineer can really get to the cause of.

[Anna Nguyen]

Thanks for your information @Dirk Ronsmans 

[Andy Heinzer · Accepted solution]

Hi @Anna Nguyen 

If I understand correctly, you are trying to verify a domain within our Atlassian Cloud services.  However from what I can see of our cloud sites, you don't appear to be a site-admin or org-admin currently for any Cloud sites.  I would recommend reaching out to your site-admin, and ask them to create a support ticket for this over in https://support.atlassian.com/contact

This way our support teams can work with your admin in order to help with the configuration aspects here.

Thanks

Andy

[Anna Nguyen]

Hi @Andy Heinzer 

I have just been granted the role yesterday to set up this, I see my role as attached image, so this is not the role to customize the email domain right?

[Andy Heinzer]

That screenshot does make it seems like your account is an org admin, however from the tools on my side, I don't see your account being an org/site admin of any cloud site.  Perhaps this is a problem on our side.   I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/48/PCS-330246

[Anna Nguyen]

Thanks @Andy Heinzer