What should I do if only some of websites cannot be accessed on Halo network?

If all the other websites are accessible but you are unable to access a specific website when connected to Halo, please refer to the following steps for troubleshooting.

1. Try different end-devices and web browsers. Exclude the possibility that it’s the problem of one specific device.

2. Connect a PC to the modem/gateway directly if you have one, by pass the router. Verify if the PC could access the specific website successfully. If so, please go to the next step. If not, it should be either the specific website issue or your modem/ISP issue.

3. If your modem/gateway is working fine directly on your client devices, please try to do MAC Clone on Halo when your computer is connected to Halo by an Ethernet cable.

For details, you may refer to How to Configure MAC Clone on MERCUSYS Whole Home Mesh Wi-Fi Router if it fails to connect to the internet?

4. Change DNS server of the Halo. Launch MERCUSYS App, go to More > Advanced > IPv4 > Internet Connection Type > disable Obtain DNS Automatically > set Primary DNS to 8.8.8.8 and Secondary DNS to 1.1.1.1.

For details, you may refer to How to change DNS server settings on my Halo.

5. Verity there is no Parental Control setting on the Halo. Reset the Halo to test if necessary.

6. If you are still having issue and the above has not helped, please contact MERCUSYS Technical Support with the following information:

1). Results of the above troubleshooting steps.

2). Internet Service Provider’s information and connection type of your MERCUSYS router (Static IP, Dynamic IP or PPPoE).

3). Which website(s) cannot be accessed and which can. Get the website address.

4). Ping the website that can be accessed and the website cannot be accessed and get the screenshot. You may refer to How to Use the Ping Command

5). Network structure of your MERCUSYS router. Is it a complicated network? Is there a VPN connection? Is the website built by yourself?