In this article

This article provides a list of common issues related to deployments, network connections, filtering policies, and dashboard data. Use this guide's links to troubleshoot your DNSFilter account. 

If these suggestions do not resolve the problem, contact our Support team. Include HAR files (filtering policies, block pages, webpages not loading) and/or Roaming Client logs (any agent-related issue). Use the Windows, macOS, or iOS diagnostic tool to create the log file.

Deployment issues  

If issues occur while deploying DNSFilter, use this list to check your organization's environment for conflicts:

• The Roaming Client fails to install or come online. Confirm the environment meets all prerequisites before installation
• The Site or agent behaves inconsistently or won’t activate. Check for software or network tools that may conflict with DNS filtering
• Users on VPN cannot browse or bypass filtering. Ensure the VPN configuration allows DNS traffic to reach DNSFilter
• Sites show inactive status or don’t filter correctly. Verify the correct IP addresses are added in the DNSFilter dashboard
  • This manifests most commonly with the Unknown Page, which looks similar to a Block Page but contains this message: If you're seeing this page, something is wrong. Please contact your DNS-Based content filtering provider for assistance 
• Unexpected filtering or mismatched Site activity; unable to save Site due to duplicate IP error. Make sure the same IP address is not assigned to multiple Sites
• DNS traffic isn't reaching DNSFilter:
  • DNS response is slow  
  • Dashboard Sites show inactive or do not come online
  • The macOS Roaming Client is offline after installation
  • DNS requests don’t reach DNSFilter or show incorrect IP locations. Check whether the ISP uses transparent DNS proxying or CGNAT
    • Known service providers include Comcast and T-Mobile
  • Users bypass the filtering policy. Confirm DNS settings enforce DNSFilter and block alternate resolvers
  • Filtering does not work on Apple devices. Ensure system settings allow DNS traffic to reach DNSFilter 
  • Local resources fail to resolve with Roaming Clients. Verify:
    • Local Resolvers are configured for IPv4 mode 
    • Firewall EDNS0 settings aren't blocking traffic
    • Dashboard configurations are complete with domains and resolvers
• There's an issue with the Windows Roaming Client:
  • A Windows machine returns a WMI 'ExecQuery' failed message and cannot install the agent
  • It cannot bind to the correct port
  • There's limited internet connectivity once installed and online

Internet connectivity, Filtering Policy, and Block Page issues 

If these resources do not solve the problem, submit a request to our Support team that includes HAR files reproducing the error. 

• Policy changes or filtering behavior doesn’t update, clear browser and Operating System cache 
• Filtering policies fail or Block Pages do not appear. Check whether the ISP is intercepting DNS traffic 
• Remote staff lose Wi-Fi access in public places like airports or hotels
• When connected to the organization's VPN, users lose internet access, policies do not work, and/or the DNSFilter dashboard does not register DNS traffic
• Websites aren't loading correctly:
  • The website is on the Allow List, but the content category is blocked
  • The issue is isolated to Apple devices or the Safari browser
• The Roaming Client icon is active but users can still access blocked domains
• Users in a more restricted group can access content that should be blocked
• A site that should be allowed under a policy is blocked
• My Block Page isn't working:
  • Browsers load an HTTPS error page 
  • The organization use Chrome and the Block Page does not load
  • Ads load a NODATA response 

Dashboard and Data issues

Use these articles to resolve issues found in the DNSFilter dashboard and reporting data.

• DNS queries are showing thousands of excessive returns
• Local domain resolution failed while using Roaming Clients
• Elements of the organization's Roaming Client or Relay deployment aren't auto-updating as expected
• There are duplicate users in the dashboard 
• The organization's DNS response time is slow
• The DNS Query Log or Reporting data FQDN field shows up blank or with a period "." in the field
• The Data Export tool returned an error message

Additional Resources

• Post in our Community to get help from other users and our staff
• Browse our troubleshooting support content in the knowledge base
  • Check out the Roaming Client troubleshooting section of the knowledge base 
  • Click on the Troubleshooting tag at the bottom of any troubleshooting article to see a full list of available troubleshooting and known issues articles