K9 Web Protection Not Responding (Windows)

Symptoms

You cannot access the internet and you receive an error stating "K9 Web Protection Not Responding"

Cause

This issue is caused by one of six things:

  1. Your K9 Web Protection installation has been tampered with in an effort to bypass filtering.

  2. K9 has been uninstalled incorrectly.

  3. Your computer has not been rebooted after properly uninstalling K9.

  4. Another program is preventing K9 from working properly.

  5. Another program has interfered with the K9 upgrade process, causing your K9 installation to become corrupted.

  6. Your K9 installation has become corrupt because of another program or a bug in K9.

Solution

NOTE: You will never need to restore or reinstall Windows to resolve a problem with K9. The K9 Support Team can always help you resolve a problem like this, however, we ask that you please perform the following steps before contacting K9 support:

  1. Restart your computer and see if that resolves the problem.

  2. If restarting your computer does not fix the problem, download the latest version of K9 from this link and install it over top of the corrupt installation. A warning about other programs interfering with the K9 upgrade might display. If so, click [YES] to proceed.

    You may or may not be asked to restart your computer after the installation. If you are asked to restart, please do so. If you are not asked to restart after 60 seconds, restart your computer manually at this time.
  3. After your computer restarts, check to see if you can access the web. If not, go to the Start Menu, then select Run

  4. Type "cmd" (without quotes) and click [OK]. This should open a black DOS box.

  5. Type "ping google.com" and press [Enter]. After a few seconds, you should see 4 lines similar to the following:

         Reply from 64.233.167.99: bytes=32 time=100ms TTL=243

         Reply from 64.233.167.99: bytes=32 time=145ms TTL=243

         Reply from 64.233.167.99: bytes=32 time=144ms TTL=243

         Reply from 64.233.167.99: bytes=32 time=60ms TTL=243



    If you DO NOT see information similar to above, something besides K9 is blocking your access to the internet (since K9 cannot block PING requests). Please investigate other potential causes as shown in this support article.

  6. If you DO see information similar to above, your ping was successful. Please shut down every software firewall (and other security software running on your computer). Some firewalls will cause problems when K9 is installed unless you change some settings in your firewall.

  7. If you are able to access the internet after shutting down your firewall, please configure your firewall to "always allow" K9 to access the internet.

  8. If you still cannot resolve the problem, please try these final steps before contacting K9 support:
    1. Go to the Start Menu and select Run.
    2. Type "services.msc" and press [Enter].
    3. In the Services list, click on "Blue Coat K9 Web Protection" to highlight it.
    4. Under the "Startup Type" column, does it say "Automatic" or "Manual"? If it says "Manual", do the following:
      1. Double-click the words "Blue Coat K9 Web Protection" to open the Properties window.
      2. Change the "Startup type:" to "Automatic".
      3. Click [OK].
    5. Click the blue "Start the service" link in the upper left-hand corner. If you get an error, please continue with step #8.
  9. Uninstall K9, reboot your computer, then reinstall K9. To Uninstall K9 please click your Windows Start menu, select Programs, select Blue Coat K9 Web Protection, and then click "Uninstall Blue Coat K9 Web Protection." DO NOT ATTEMPT TO UNINSTALL WITHOUT A PASSWORD. By design, K9 will block all web access should one attempt to uninstall without using a password. Attempts to modify K9 at a registry level will have the same effect.
  10. If the un-installation will not proceed, please click here to contact support. Be sure to explain the following in detail:
    1. The steps you took to troubleshoot the issue.
    2. The results you received, including any error messages.
    3. Include your K9 license number. This can be found in your license email, or under the title "user license" when you click the link below (or enter the address in a web browser on the affected computer):
    4. http://127.0.0.1:2372/about