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How to troubleshoot Smart DNS issues?

If you have already set Smart DNS on your device, but something is not working as expected, you may find solutions in this article.

 

Which issue have you experienced?

Streaming service is unreachable;

You lose the internet connection after setting up Smart DNS;

Smart DNS can not be activated because IPv6 was detected;

The IP addresses do not match;

Find potential solutions below.

 

Streaming service is unreachable

At first, make sure that the streaming service works with the US region. Smart DNS only unlocks streaming services of the US region.

If you have successfully set Smart DNS on your device, but your preferred streaming service is not working, here are several things you should try:

  • Try both Smart DNS servers.

    After activating Smart DNS service, you have received 2 Smart DNS server addresses. If your device has a place for 1 DNS address only, try one DNS server, then another;

  • If your device has a place for 2 DNS servers, try to enter the same Smart DNS server to both lines.

    Here is an example:

    xboxdns.png

  • Uninstall and reinstall the streaming app or at least clear the cache of that particular streaming app;

  • Reboot your device;

  • Log in to your router and set custom DNS on it. You can use 1.1.1.1 as a primary DNS and 8.8.8.8 as a secondary DNS.

    Since there are many different routers and each one has a different interface, you may want to take a look at the users manual of your router or search for steps online.

  • Smart DNS works fine with widely used streaming services such as Netflix, Disney+ or HULU. However, other services that are less commonly used, might not be accessible with Smart DNS, so feel free to contact our Customer Success Sharks and ask if your preferred streaming service should work.

You lose the internet connection after setting up Smart DNS

Smart DNS can only be activated for 1 IP address. The most common reason why you could lose the internet connection with Smart DNS is that you activated Smart DNS for a different IP address than your device (Smart TV, Xbox, etc.) has. Also, that might happen if you have a dynamic IP and the IP address of your network eventually changes.

Here is what you should do in this case:

  1. Go to our website using your laptop or phone.

  2. Make sure that your laptop or phone is connected to the same network as the device you will your Smart DNS on. 

  3. Once logged in to your account page on our website, go to the Smart DNS page.

  4. Click the Change IP button. That will activate Smart DNS for your new IP address.

    changeip.png


  5. Check if Smart DNS works on your TV or gaming console now.


Smart DNS can not be activated because IPv6 was detected

 

Smart DNS can only be activated for IPv4 (regular IP) addresses. However, some networks have both - IPv4 and IPv6 protocols enabled. If you get this error, your network has IPv6 as well.

Here are 3 potential solutions for this issue:

  • Disable IPv6 on the device that you use to activate Smart DNS on our website.

    Here are tutorials on how to disable IPv6 on different devices:

    Windows

    macOS

    Linux

  • Disable IPv6 on your router

    Some routers (not all) have an option to choose between IPv4 and IPv6 protocols.

    To find out if your router has this option, you should log in to your router and search through Internet, Network or WLAN settings. You may find an option to turn off the IPv6 there.

  • Contact your Internet Service Provider (ISP)

    You may contact the provider of your internet network and as if they could turn off the IPv6 on your network. Most of the time they can easily do that.

The IP addresses do not match.



You may have noticed that the IP address shown on your TV is different from the one that you have activated Smart DNS for. That is because you have activated Smart DNS for your external (public) IP address, but your TV only shows the internal (private) IP.

An internal IP usually looks like this - 192.168.x.x and is only used for internal communication between different devices on the same network. It is not visible publicly and does not affect the usage of Smart DNS, so you can just ignore it and proceed with Smart DNS setup.


Unfortunately, there are some situations where Smart DNS can not be successfully used. If your Internet provider is hijacking DNS (makes you use their own DNS in any case) or using a transparent proxy (a technology that intercepts requests from your device), Smart DNS might have problems.

If you have tried all the solutions above and still can not use Smart DNS as expected, try an alternative way to use VPN on your TV or console:

Set up VPN on your router;

Share the VPN connection from your Laptop.

 

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