No Internet access (Troubleshooting connection)

Symptom

You are not able to browse the Internet.

Solution

If you are having issues browsing the Internet, or if you receive an error that states "K9 Web Protection Not Responding," please follow the steps below to test your Internet connection. If you continue having issue with the error "K9 Not Responding" please see this article for Windows, and this article for Mac.

Please follow the network troubleshooting steps below BEFORE contacting K9 Support.

You may be unable to access the Internet using K9 in a couple cases:

Case 1: Your firewall is blocking K9

If you are using a desktop firewall, it may appear that you cannot access the Internet. To resolve this issue, you will need to configure your firewall to "always allow" the following program to access the internet:

C:\Program Files\Blue Coat K9 Web Protection\k9filter.exe

Please consult your desktop firewall documentation for instructions on how to do this. Note that the location of this file will be different if you chose to install K9 in a different location.

Case 2: You are connected behind a proxy server

If you are REQUIRED to use a proxy server to access the Internet, you will be unable to use K9 Web Protection at this time. Examples of environments where proxy servers are common include schools, businesses, libraries, and hotels -- potentially any environment where one internet connection is shared over a large network.

Case 3: Someone has attempted to bypass or uninstall K9 without the password. Reinstalling K9 will usually correct this issue. Please note, that reinstalling over a corrupt install of K9 DOES NOT change your password or settings, but will replace the K9 files needed to function or uninstall.

Even when K9 is Not Responding, you will be able to access our website. Please download the installer, and then run it. You can find the installation file from the following website:

http://www1.k9webprotection.com/getk9/download-software.php

Or you can browse to our website www.k9webprotection.com and then click "Get K9 Now", and then "Download Software".



Network Troubleshooting Steps

The first thing to try is to reboot your computer. If after that you still see the error message, manually refresh your browser by pressing the F5 key while your browser is open.

Next, please try the following connectivity test.

1. Click START, then click RUN (On a Mac, Please use Spotlight to find Terminal, and then continue with step 3)

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

3. 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 see these results, then you know that you have a network connection that leads successfully to the Internet. If you receive results with zero's at the end of each line (or if you see cannot connect to host), then you know that your network is not connecting to the Internet.

The next step is to disable any other security programs that you have installed. It is possible that another program is having a conflict which is causing the loss of Internet access. Also, you may need to uninstall some security programs in order to completely disable them.

If you are still having issues getting to the Internet, then you should try disabling your network connections. You can do this by opening the Control Panel, clicking Network Connections, (For Mac, go to System Preferences, and then to Network.) and then right-clicking on your Wireless and Local Area connections, and then choosing Disable. After leaving all the connections Disabled for a moment, please right-click on them again, and choose Enable. After a moment, please try to access the Internet again; remember to press the F5 key while your browser is open to force it to refresh.

If you are still having issues, you should make sure that your router is not causing the issue by connecting directly into your modem and then try to access the Internet while directly connected to the modem. I would also recommend that you power cycle your modem at this time by removing the power cord from the modem for a moment, and then reconnect it.

If you continue to have issues after following the above steps, please see K9 Not Responding (Windows) or K9 Not Responding (Mac).