What should I do if I cannot open a website through Deco network?

Deco X20 , Deco BE65-5G , Deco M1300 , Deco HC4 , Deco X25 , Deco X3600(2-pack) , Deco Voice X50 , Deco E4R , Deco E4S , Deco X4300 Pro , Deco X60(3-pack) , Deco W6000 , Deco X3600 , Deco X1500-4G , Deco X50-PoE , Deco S4(2-pack) , Deco WB10800 , Deco W7200 , Deco P9 , Deco X68(1-pack) , Deco P7 , Deco X20-DSL , Deco X20-4G , Deco PX50 , Deco BE95 , Deco BE5000 , Deco S7 , Deco X76 Plus , Deco S4 , Deco BE65 Pro , Deco XE70 Pro , Deco X20(2-pack) , Deco X90 , Deco X3000-5G , Deco W2400 , Deco X95 , Deco BE25 , Deco X96 , Deco W6000(2-pack) , Deco XM73 , Deco X20(1-pack) , Deco X68(3-pack) , Deco XE75 Pro , Deco XE200 , Deco X20-Outdoor , Deco M9 Plus , Deco M3W , Deco W3600 , Deco X68(2-pack) , Deco X50-DSL , Deco X68 , Deco WM9000 , Deco X58-4G , Deco X5700 , Deco S4(3-pack) , Deco M4(3-pack) , Deco BE25-Outdoor , Deco XE5300 , Deco M5 , Deco M4 , Deco HX20 , Deco XE75 , Deco M3 , Deco X75 , Deco X20(3-pack) , Deco M5 Plus(3-pack) , DecoX5700 , Deco X50-4G , Deco S7(3-pack) , Deco X3600(3-pack) , Deco BE85 , Deco X50-Outdoor , Deco Voice X20 , Deco X73-DSL , Deco X50-5G , Deco X5400 Pro , Deco X80 , Deco X60(2-pack) , Deco HB6300-PoE , Deco X60(1-pack) , Deco X68(1 pack) , Deco 5G , Deco M5 Plus , Deco S4(1-pack) , Deco BE11000 , Deco X50 , Deco X55 , Deco E4 , Deco E3 , Deco BE63 , Deco HB6300-Outdoor , Deco BE65 , Deco X80-5G , Deco X55 Plus , Deco X5700(2-pack) , Deco AC1200 , DecoX5700(2-pack) , Deco X60
Recent updates may have expanded access to feature(s) discussed in this FAQ. Visit your product's support page, select the correct hardware version for your device, and check either the Datasheet or the firmware section for the latest improvements added to your product. Please note that product availability varies by region, and certain models may not be available in your region.
If all the other websites are accessible but you are unable to access a specific website when connected to Deco network, please refer to the following steps to troubleshoot.
- Disconnect the main deco from the modem, and then connect a PC to the same port on the modem via the same Ethernet cable.
- 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.
- If the PC could access the specific website when connected to the modem directly, please refer to the link to find the MAC address (Physical Address) of the PC’s wired network adapter.
- Refer to the link to clone the PC’s MAC address on the Deco for a try.
If the problem still cannot be resolved, for the Deco devices that support homecare , you may also try the following troubleshooting:
Step 1. Check if the Antivirus feature on the Deco blocks this website.
Launch the Deco app, tap Protecting Your Network part, then you will be able to see the threats detected and blocked.
If Antivirus blocks this website, which means this website is listed as a malicious site in Trend Micro’s database.
On the Deco M5, you can click on Malicious Content Filter and then add the blocked website to the Allow List.
Note: Some Deco models with the HomeCare feature may not support the Allow List feature, but do not worry since they will add this feature via firmware updates in the future.
For the Deco models that do not support the Allow List feature now, you may disable the Antivirus feature, or go to the website https://global.sitesafety.trendmicro.com to test the category of the blocked website, then apply classify the blocked website to be a different category which won't be blocked by the Antivirus feature.
Step 2. Check if the Parental Control feature on the Deco blocks this website.
- Confirm if you have set a Parental Control profile for the device that cannot access a specific website. If so, remove the device from the parental control profile to verify the problem.
- If the Parental Control feature blocks this website but you have not blocked this website specifically, that means this website may belong to the Categories you blocked on the Parental Control page.
- To solve the problem, go to the website https://global.sitesafety.trendmicro.com to test the category of the blocked website, then remove this category on the Parental Control>Filter Level page.
To get to know more details of each function and configuration please go to Download Center to download the manual of your product.
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