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. Including 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 environment was prepped before installing the DNSFilter Roaming Client
  • Remember to clear browser and Operating System cache
• The environment is free of conflicting software or hardware settings
• The organization's VPNs are set to allow DNS traffic to reach DNSFilter through our Windows Roaming Client
• All of the necessary IP address are accounted for in the DNSFilter dashboard
• Other software is not using the macOS Roaming Client listener address and port
• DNS traffic isn't reaching DNSFilter:
  • DNS response is slow  
  • Dashboard Sites show inactive or do not come online
  • Confirm your ISP is not transparent proxying DNS traffic or using CGNAT
  • End users cannot circumvent the filtering policies
  • You've updated Apple device settings to not block DNS traffic to DNSFilter
  • Local Resolvers are set to IPv4 mode
• 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. 

• If there have been recent policy updates, clear browser and Operating System cache 
• Confirm your ISP is not transparent proxying 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 it's 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 the Windows or macOS Roaming Client
• Elements of the organization's Roaming Client or Relay deployment aren't auto-updating as expected
• There are duplicate users in the dashboard 
• The iOS Roaming Client shows up as "localhost" in the DNSFilter 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 Windows and macOS Roaming Client troubleshooting sections 
  • Click on the Troubleshooting tag at the bottom of any troubleshooting article to see a full list of available troubleshooting and known issues articles