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
ping command from the user's computer to address
184.108.40.206: Start -> Run, enter the command
cmd, in the window that appears enter
- If address
220.127.116.11responds to echo requests, check
- If address
18.104.22.168does not respond to echo requests, go to Step 3.
- If address
google.comresponds to echo requests, go to Step 5.
- If the message 'failed to detect node google.com' appears, the DNS provider may not be working, check with the command
nslookup google,com 22.214.171.124, instead of
126.96.36.199specify the DNS address of the provider:
- If there is no response, contact your provider.
- If there is a response, check the primary DNS address on your computer (the local SafeUTM address must be specified); also check that the DNS server is running on SafeUTM in Services -> DNS.
Step 3. Checking Internet access on the server
Go to Terminal in the web interface: run the command
ping 188.8.131.52, to stop
If the ping fails:
- Check the server settings, addresses, and interface masks.
- Make sure that the network equipment you are using is in good condition, the network cables are properly embossed and do not have fractures and breaks; check the signal indicator on the network card (you can see it in Services -> Network Interfaces), restart the switch and modem (if used).
- If you are using an Ethernet connection, you need to run the command
arp -an | grep <provider_gateway_address>. If the MAC address of the provider's gateway has not been determined, then it makes sense to try rebooting the Server by reconnecting the network cable. After that, check for the MAC address of the provider's gateway. This solution helps if the provider's switch port "freezes". If after the specified measure the MAC of the provider's gateway does not appear in the MAC address table, contact the provider. It should be noted that when changing network equipment, no access to the Internet may be due to the fact that your Internet provider uses binding to the MAC address.
If the ping passes, go to Step 4.
Step 4. Checking the firewall
- Disable the Firewall module in the web interface section Traffic Rules -> Firewall. If the web interface is not available, the firewall can be turned off using the local menu.
- If access to the Internet has appeared, find the rule prohibiting access to the network in the firewall, alternately enabling the rules.
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:
- Make sure that all proxy settings are not used in the browser.
- Temporarily turn off the Windows firewall and antivirus software.
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 firstname.lastname@example.org.
2 . Enable Remote Assistant mode and contact technical support: https://www.safedns.com/resource/support-ticket.