Troubleshooting
& FAQ.
Fix websites not loading, slow internet, DNS device offline, and other common issues with your Harbor Privacy setup.
Something not working right? Most issues have a quick fix. Start here before reaching out.
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Troubleshooting
A website or app stopped working
01
Check the query logOpen your dashboard and look at the query log. If you see the domain in red, it's being blocked. Use the whitelist steps in Managing Your Network, or contact us.
02
Try on a different deviceIf the site works on another device, the issue may be specific to that device's cache. Clear the browser cache or restart the device.
03
Contact usEmail support@harborprivacy.com. We can usually diagnose and fix remotely within a few hours.
Internet seems slow
Harbor Privacy adds less than 5 milliseconds to DNS resolution — imperceptible in normal use. If your internet feels slow, the cause is almost certainly your ISP or WiFi. Run a speed test at fast.com to check your connection.
The Pi device lost power
If the Raspberry Pi is unplugged or loses power, your internet still works — your router falls back to a backup DNS server automatically. Plug the Pi back in and wait about 60 seconds for it to restart. Everything returns to normal on its own.
Something changed on my router
If you get a new router, change router settings, or your ISP makes changes, your Harbor Privacy setup may need to be reconfigured. Contact us before making major network changes and we can advise.
Help
Frequently Asked Questions
Will this slow down my internet?
No. DNS resolution takes under 5 milliseconds. Most customers notice pages loading faster because ads and trackers are no longer loading.
Does it block Netflix, YouTube, or streaming services?
No. Streaming services are never blocked. If you ever have an issue, check the query log or contact us — usually resolved in minutes.
What happens if the Pi goes offline?
Your internet continues to work. A cloud backup DNS server takes over automatically within about 60 seconds if your Pi is unreachable.
Can I see what websites my family is visiting?
The query log shows domain names — you can see that youtube.com was visited but not which videos. This is by design. The system is built for privacy, not surveillance.
Does it protect my phone when I'm not at home?
Yes, if a DNS profile was installed during setup. Check Settings → General → VPN & Device Management on iPhone to confirm it's active.
Do I need to do anything to maintain it?
No. The device updates blocklists automatically and restarts itself if anything goes wrong. Just keep it plugged in.
What if I get a new router or move?
Contact us before making changes. A new router usually needs a quick reconfiguration we can walk you through or handle remotely.
Is my browsing data being collected?
No. Your DNS queries are processed locally on the device in your home. Nothing is sent to us or any third party.
What's covered in the 30-day support period?
Any issues related to your installation — blocked sites, device configuration, performance questions. After 30 days we're still happy to help — reach out and we can discuss options.