cPanel CNAME record is being ignored

Question

I'm using cPanel version 11.42.0 (build 23).

As the title suggests, I'm having problem trying to point my domain to a heroku app by setting a CNAME: www.my-site.com. 14400 IN CNAME something.herokuapp.com

I've also removed the A record of my root domain, my-site.com. 14400 IN A x.x.x.x (server IP address) I've waited for more than 4 hours, but the CNAME is still not propagated. When I ran a DNS lookup for www.my-site.com (via http://mxtoolbox.com/SuperTool.aspx), it says that no CNAME record exist. Instead, there's an A record for www.my-site.com pointing to x.x.x.x (this record does not exist in my cPanel's Advanced DNS Zone Editor).

I also ran a DNS lookup for my-site.com, and it says that there's an A record for it pointing to x.x.x.x (Even though I've deleted the record?)

It's as if there's another zone file that "overrides" my cPanel zone file.

Here is my current DNS configuration (in advanced dns zone editor):

localhost.my-site.com.  14400   IN  A   127.0.0.1
mail.my-site.com.   14400   IN  CNAME   x.x.x.x 
ftp.my-site.com.    14400   IN  A   x.x.x.x 
cpanel.my-site.com. 14400   IN  A   x.x.x.x 
webdisk.my-site.com.    14400   IN  A   x.x.x.x 
whm.my-site.com.    14400   IN  A   x.x.x.x 
webmail.my-site.com.    14400   IN  A   x.x.x.x 
autoconfig.my-site.com. 14400   IN  A   x.x.x.x 
autodiscover.my-site.com.   14400   IN  A   x.x.x.x
www.my-site.com.    14400   IN  CNAME   something.herokuapp.com

What should I do? Thanks!

Answer 1

It seems that the domain provider somehow "blocked" any changes made by clients in the cPanel.

I solved this by directly contacting their tech support to make the necessary changes.