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Troubleshoot unexpected website blocks

Minetta Gould
  • Updated

    In this article

When a website that used to work is suddenly blocked—especially if it’s a single site or tool, not the entire internet connection—the cause is often less obvious than a standard category block. Follow this guide to identify and resolve these cases using the Query Log and policy settings.

Check the block method 

The Method column in the Query Log reveals exactly why a request was allowed or blocked, even when the reason isn’t obvious.

From the DNS Query Log, select Preferences and toggle on Method to view the detailed block reason.

Method values to note:

  • Blocked Categorizing – No preassigned category; blocked because Uncategorized & Unknown Sites is enabled or FirstSight is active
  • Blocked Unknown – Uncategorized domain; blocked by the policy
  • Blocked Blacklist – On a block list (could be policy-specific or Universal)
  • Blocked - Per AppAware – Blocked by AppAware
  • Blocked Security Block – Blocked by a Threats category

Find the policy update

These 3 values are the most common reasons for the unexpected block.

Query Log ValuesResolution
Method = Blocked Categorizing

This happens if the policy blocks Uncategorized & Unknown Sites or if FirstSight is enabled.

FirstSight temporarily blocks brand-new domains until they are categorized, even if Uncategorized blocking is off.

Disable Uncategorized & Unknown Sites or FirstSight in the policy’s Labs section to regain domain access.

Method = Blocked Blacklist

Policy column is blank

Domains on the Universal Block List are blocked across all policies, and don’t appear in policy-level block lists so show up as blank in the Policy column.

  1. In the Query Log, locate domain block
  2. Open the Actions menu and try adding it to the Allow List
  3. If the message says REMOVE FROM UNIVERSAL BLOCK LIST, the block is universal

Note: MSP clients can’t edit Universal List entries and the Actions menu message will not acknowledge the Universal List. Confirm Universal List inclusion from the Domain Report tool.

Method = Blocked - Per AppAware

The block came from AppAware, which applies app-level blocking based on your policy.

Adjust the policy's AppAware settings to allow the domain.

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