Troubleshooting

Error ERR_CONNECTION_TIMED_OUT When Opening Site or Site Does Not Open


Step 1. Check if the site opens in Allow Internet to all mode:

If the site does not open, check if the site opens on another device from the same IP address:

1.1. If it doesn't, we recommend contacting your provider. Most likely, the provider blocks the IP address or website address.
1.2. If the site opens, contact technical support.

Step 2. Check if the site is blocked by the Intrusion Prevention system.


If the site has opened, find the number of the blocking rule in the logs and add the rule number to IPS -> Exceptions.

Step 3. If the previous paragraph did not help, check whether the site is blocked by a Content Filter rule. To do this:

If the site opens, you can find the blocking rule by dropping the test rule down the list.

If the blocking rule has not been found, proceed to the next step.

Step 4. Determine the blocked domain or IP address (let's take Firefox as an example):

Pay attention to the status codes 4xx and 5xx; it is these requests that are blocked either by UTM or by higher-level services.
Determine which category of the content filter a particular name belongs to. To do this, go to Traffic Rules -> Content Filter -> URL for categorization:
4. Error ERR_CONNECTION_TIMED_OUT When Opening Site or Site Does Not Open.png

If you failed to solve the problem, please send the following to technical support:

1. Screenshot of the error in the browser.
2. Screenshot of sorted errors from Firefox so that problematic domains or IP addresses can be seen (changed).

Obviously reliable services can be added to Services -> Proxy -> Exceptions in the tab Destination networks.
It is not recommended to add the addresses of your network's clients to the exceptions, since in this case their web traffic will not be filtered by the content filter rules and will not be included in reports.

What to Do If Internet Does Not Work


Step 1. Check user parameters

Make sure that the user being checked is logged in to the server. Possible user statuses are described in the chapter User Tree.

Step 2. Checking the user's computer

Run ping command from the user's computer to address 8.8.8.8: Start -> Run, enter the command cmd, in the window that appears enter ping 8.8.8.8.

Step 3. Checking Internet access on the server

Go to Terminal in the web interface: run the command ping 8.8.8.8, to stop ctrl+c.

If the ping fails:

If the ping passes, go to Step 4.

Step 4. Checking the firewall
Step 5. Checking web traffic

If the user receives responses to echo requests with the command ping both by domain name and IP address, but there is no web traffic:

If you failed to solve the problem, please send the following to technical support:

1. Take screenshots of the user’s tab General in an expanded form and contact us via the support portal or email us at support@safedns.com.

2 . Enable Remote Assistant mode and contact technical support: https://www.safedns.com/resource/support-ticket.

Authorization error "The browser is outdated"

If you are using a browser that does not support UTM, then the error Your browser is outdated will appear during authorization. This version of the browser is not secure and unsupported by modern web technologies. Please install the latest version of one of the listed browsers.

Supported Browsers:

We recommend updating your browser to the minimum supported version.

To continue authorization despite the risks, you will need to click I understand the risks and wish to continue.