Most Asked Support Questions

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This section is intended to provide a quick reference for explaining and providing guidance on common customer experiences.


After installing the Dynamic Internet Guard filtering solution on our local network, users are experiencing slower than usual surfing speeds.

For some earlier versions of the Dynamic Internet Guard software installed on the AP-040 product model, the bandwidth management default setting, which controls max upload and download speeds on a per user basis, were set to 146 kbps/1.46 Mbps, resulting in lower than expected performance for some users.

  • Starting in software version 1.57, these defaults were increased to 500 Mbps/500 Mbps, eliminating the problem. The user bandwidth management settings can be edited at any time by accessing Management Console → Content Filtering → User Profile Management → User: Extended.
  • The Firmware update released with the version 2.1 software update implemented overall optimizations to increase system performance under certain network configurations. For systems purchased prior to June 2011, please ensure you have completed this update to ensure optimal system performance.

With the Dynamic Internet Guard filtering solution installed on my local network, traffic from my network's DHCP Server is being blocked.

When a DHCP Server is active already on the local network in which the Dynamic Internet Guard is installed, the appliance needs to be defined for DHCP Relay to ensure the DHCP requests will pass successfully from the DHCP Server to the clients on the network.

  • To configure this setting, log in to the Management Console and navigate to Network Services → DHCP Server.
  • Change the setting from the default position of 'Disabled' to 'DHCP Relay', and in the field 'DHCP Server IP address' define the IP Address of the DHCP Server on your local network.
  • From the 'DHCP Server Interface' list menu, ensure the port facing the DHCP Server on your local network is selected'.

After installing the Dynamic Internet Guard, traffic to our web server is being blocked.

To avoid traffic to/from specific devices on your local network from being filtered, you can add the IP Address of a device to the Do Not Filter List, resulting in all traffic to/from that IP Address bypassing the filter.

  • To do so, log in to the Management Console and navigate to Firewall Settings → Do Not Filter List.
  • Enter the IP Address of the Network device and a description/label, and click 'Add' to update that IP Address to the list. From this moment on, the traffic will bypass the filter regardless of whether a profile related to that IP Address is defined in the system.

Users are Being Prompted with a Security Warning for a NetSpark Security Certificate.

When the HTTPS (SSL) Inspection option is enabled for a user's profile, their secure traffic is unencrypted within NetSpark's secure filtering environment for inspection and quilting, and then re-encrypted for delivery to the end user with NetSpark acting as the certificate authority (with transparency to the details of the site's original security certificate). In order for this process to be completed successfully, NetSpark's security certificate must be downloaded and saved for each Internet browser on the computer.

To do so, the certificate must be downloaded from the respective browser to ensure the correct certificate is received. Certificates may be downloaded from the link provided in the Profile Manager, which can be accessed from the User Profile Management section of the Management Console.

Click here for instructions on how to correctly set up this feature using the Profile Manager.

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