Self help – troubleshooting

Read below for tips that may help with your set up. If you continue having trouble, please let us know using the Contact Form and one of our team will be in touch

What if I can still access inappropriate websites?
  1. Check another website such as www.gambling.com or www.bet365.com to see if these are blocked.  If they aren’t, please go to step 2. If they are blocked, please tell us the website you were able to access by emailing us at [email protected] or via the contact us form so we can block these.
  2. Follow the instruction guides here and double check that the DNS settings are correctly set.
  3. Make sure that you have disabled the IPv6 option as per the guide or enter the IPv6 DNS settings: Primary: 2600:14c0::39 and Secondary: 2600:14c0:1::39
  4. Restart your device and re-test

Contact our helpdesk on [email protected] or by filling out the contact us form here

Why are we still able to access all gambling (e.g. freelotto) and inappropriate sites?

If you are still able to access www.freelotto.com, it means the safety filter is not working.  There could be a number of reasons for this. In the first instance, try to work your way through the instructions provided, including rebooting your device before checking.  If it still isn’t working, please fill out the contact form and we will reach out to try to hel

I don’t see the Block Page?

Most websites use Https:// which is secure and may mean that the webpage does not load and says “Connection timed out”. When you go to a website with http:// then the block page will show.

I don't use Wireless, what do I do?

The DNS settings can still be applied by entering the DNS settings on the Ethernet Adapter instead of Wifi. Follow the instruction guides and right-click on the little monitor screen icon for Windows 7,8,10.

How to switch back your DNS addresses to ‘Automatic’

Follow the instruction guides here and select the option of Automatic. This will disable the settings entered. If you require further assistance please contact us on [email protected] for fill out the contact form here.

What happens if I have manually added another DNS address to my child’s device?

You can choose whether or not you wish to change to our DNS filtering service. If you do, we recommend you write down or take a photo of your existing settings in case you wish to change your DNS address back at any point in time.

The iPad instructions don’t work for my device. Can I still apply the safety filter?
  1. Check another website such as www.gambling.com or www.bet365.com to see if these are blocked.  If they aren’t, please go to step 2. If they are blocked, please tell us the website you were able to access by emailing us at [email protected] or via the contact us form so we can block these.
  2. Follow the instruction guides here and double check that the DNS settings are correctly set.
  3. Make sure that you have disabled the IPv6 option as per the guide or enter the IPv6 DNS settings: Primary: 2600:14c0::39 and Secondary: 2600:14c0:1::39
  4. Restart your device and re-test

Contact our helpdesk on [email protected] or by filling out the contact us form here

My child is having issues accessing school resources while using their device at school.

It could be that the Switch on Safety settings are conflicting with your child’s school network settings. If this is an issue, we recommend that this is raised with the relevant school IT Lead.

Do you have a guide for Linux users?

Sorry, we do not have a guide for Linux devices.  If you are able to find out how to update the DNS address yourself, you are welcome to use the safety filter.

How do I know what version of Windows my device is running on?

You are operating Windows 10 if your start button looks like  

You are operating Windows 7 if your start button looks like 

You are operating Windows 8 if your home screen looks like  

    Can I use IPv6 and have the extra safety filter?

    Yes. Primary: 2600:14c0::39 and Secondary: 2600:14c0:1::39

    How do I set my IPv6 DNS

    The instruction guides to set up your extra safety filter ask you to disable IPv6.  If you do not want to disable IPv6, but want to have the extra safety filter, please follow the existing instruction guides but use the following DNS settings for IPv6.

    Primary: 2600:14c0::39 and Secondary: 2600:14c0:1::39

    How do I remove the DNS settings?

    For all devices, please follow the instruction guides through the FIND steps.  At the point you reach the SWITCH instructions please follow the below steps (follow your device type):

    • For Chromebook
      Select “Automatic name servers” and then the “X” in the top right hand corner to reverse the safety filter.
    • For iPad
      Select “Automatic” and then “Save” to reverse the safety filter.
    • For Windows 7/8
      Select “Obtain DNS server address automatically” and then click “OK” to reverse the safety filter.
    • For Windows 10
      Select “Obtain DNS server address automatically” and then click “OK” to reverse the safety filter. 
    • For Macbook
      Select the DNS address added and click the minus sign “-”.  Repeat for both DNS addresses added. Then click “OK” to reverse the safety filter.  
    • For Android Hold down on “Wifi network” for 3 seconds. Select “Modify network”. Select “Show advanced settings”. Click on “IP settings” and select “DHCP”.

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