Troubleshooting

To troubleshoot whether your connection is protected, click the Protection Checker at the bottom of the ESET NetProtect portal to open the test connection page, where you can check the ESET NetProtect status on your current connection:

Connection protected—Your current connection is protected, and no action is required.
Connection not protected—Your current connection is not protected. See the list of potential problems below.

Click the potential problem to expand details:

Potential problem	Details
Check if you are connected to the right network	Ensure you are connected to the network where you activated ESET NetProtect during the initial setup.
Verify that the service is active	Open the Home tab and verify that your service has a Protected status.
Disable your VPN or iCloud Private Relay	If you use Apple's iCloud Private Relay, disable this feature on your Mac or iPhone.
Use your service provider's default DNS server	To protect your connection, the DNS server must be set to the one provided by your service provider. Check your DNS configuration. If you do not remember the DNS configuration, contact your service provider.
Check your protection settings	Open your device details and ensure the protection is not paused. If the protection is active, ensure the protection settings are enabled.
Check your protection settings	Open your device details and ensure the protection is not paused. If the protection is active, ensure the protection settings and Web Content Filter are enabled.
Check your browser or operating system	Your web browser may be causing the problem. Try using a different one to see if it helps. In addition, some operating systems have their own security solutions. Try disabling them and check if this resolves the issue.