Troubleshooting
The following describes common problems with a Blocksi Filter deployment and how to resolve them. These checks apply to any MDM. Where a fix depends on a setting that is specific to your MDM, refer to the configuration guide for that MDM.
Issue | Cause and resolution |
|---|---|
Safari opens sites that your policy blocks. | The profiles have not reached the device yet, or Safari was already open when they installed. Force a device check-in from your MDM, then close Safari completely and reopen it. Confirm that both Blocksi profiles report as installed. |
A blocked site shows a security or certificate warning instead of the Blocksi block page. | The Blocksi certificate profile is missing, or it did not install. Confirm that the certificate profile is assigned to the same devices as the app and the per-app VPN profile, and that it reports as installed. |
The Blocksi Filter app shows an error when it is opened. | The app started before the filter connected. Open Safari once so that the filter activates, then reopen the Blocksi Filter app. |
The app fails to install and your MDM reports an error. | The volume purchase token is missing or expired, or there are no available licenses. Check the token in your MDM, and confirm that the app has licenses available in Apple Business Manager or Apple School Manager. |
Safari and every managed browser lose internet access immediately after the profiles install. | Two VPN profiles are installed on the device at once. Only the per-app VPN profile belongs on devices. Remove the assignment of the reference profile that your MDM uses to attach apps to the filter. |
Safari is filtered, but another browser such as Google Chrome, Microsoft Edge, or Mozilla Firefox is not. | The browser was not attached to the filter, or it was installed before the attachment was set. Confirm that the browser is deployed as a managed app and attached to the Blocksi connection, then reinstall it from your MDM. |
A managed browser has no internet access at all. | The identifier in the uploaded profile does not match the identifier used to attach the app. Correct the identifier so that both match, then reinstall the browser from your MDM. |
Traffic is filtered by the blanket policy of the organization instead of the policy of the user. | The device has no assigned user, so the user variable resolves to an empty value. Assign a user to the device in your MDM. On shared devices that have no user, use device-based filtering instead, which identifies the device by its serial number. |
Filtering worked before and has stopped. | The per-app VPN profile was uploaded again as a new profile, or the device was wiped and re-enrolled. Either breaks the link between each managed app and the Blocksi connection. Attach each managed app to the Blocksi connection again, then reinstall the apps from your MDM. |