# Troubleshooting and Diagnostics

#### <span style="font-weight: 400;">How can I determine the filtering status of my device or network?</span>

<span style="font-weight: 400;">The most effective way to verify the filtering status is through the </span>[nslookup](https://docs.safedns.com/books/installation-guides/page/how-to-check-the-filtering-status)<span style="font-weight: 400;">[ ](https://docs.safedns.com/books/installation-guides/page/how-to-check-the-filtering-status)command. Because the SafeDNS service is DNS-based, using this diagnostic command allows you to see which DNS server is resolving your requests and whether the filtering is active on your specific device or network.</span>

<span style="font-weight: 400;">For users on mobile platforms, we suggest using the </span>[Network Analyzer Guide](https://docs.safedns.com/books/installation-guides/page/network-analyzer-guide)<span style="font-weight: 400;"> to troubleshoot internet and filtering issues on iOS and Android devices. If a domain is loading partially or failing to block as expected, additional network tools like </span>**Wireshark**<span style="font-weight: 400;"> or </span>**DNSQuerySniffer**<span style="font-weight: 400;"> can be used to perform a more granular analysis of the traffic.  
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#### <span style="font-weight: 400;">How do I clear the DNS cache on my router or device?</span>

<span style="font-weight: 400;">The </span>**DNS cache**<span style="font-weight: 400;"> refers to the temporary storage of information regarding previous DNS lookups that is maintained on a router, operating system, or web browser. When you make changes to your filtering settings or if a domain's IP address changes, your device might still use the old information stored in this cache, leading to inconsistent filtering results.</span>

[Clearing the DNS cache](https://docs.safedns.com/books/installation-guides/page/how-to-clear-dns-cache)<span style="font-weight: 400;"> is a standard troubleshooting step that forces your device to request fresh information from the SafeDNS servers. This ensures that any updated policies, such as newly blocked or allowed categories, are applied immediately across your network and devices.  
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#### <span style="font-weight: 400;">How can I contact SafeDNS Support?</span>

<span style="font-weight: 400;">SafeDNS provides </span>**24/7 Support**<span style="font-weight: 400;"> to assist with any issues regarding the setup or management of your filtering services. You can reach the support team through a </span>[live chat](https://www.safedns.com)<span style="font-weight: 400;"> available on any page of the safedns.com website and Dashboard, or by sending feedback directly from your </span>**Personal Account**<span style="font-weight: 400;"> by navigating through the </span>[Dashboard to Help and then Feedback](https://www.safedns.com/dashboard/feedback/)<span style="font-weight: 400;">.</span>

<span style="font-weight: 400;">For more in-depth technical assistance, you can send an email to </span><support@safedns.com><span style="font-weight: 400;">. While you can also reach the team via </span>[phone](https://safedns.com/contact-us)<span style="font-weight: 400;">, please be aware that complex troubleshooting often requires running several diagnostic commands - such as </span><span style="font-weight: 400;">nslookup</span><span style="font-weight: 400;"> to check filtering status - and sharing those results with a technician, which is more efficiently handled via text-based communication.</span>