> For the complete documentation index, see [llms.txt](https://academy.shade.inc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://academy.shade.inc/help-center/security/shade-is-blocked-by-my-internet-provider.md). # Shade is blocked by my internet provider Some internet providers run DNS and security filters that block sites flagged by third-party reputation lists. If one of these lists wrongly flags Shade, your provider may block Shade even though nothing is wrong with your account or your files. {% hint style="info" %} This is a network-level block, not a problem with your Shade account. Your files are safe, and access returns as soon as the block is lifted or bypassed. {% endhint %} ### Signs that your provider is blocking Shade * Shade loads on mobile data or a hotspot, but not on your home or office Wi-Fi. * Your browser shows a page such as **"Suspicious Site Blocked"**, **"The site could be risky; Advanced Security has blocked access"**, or **"This site can't provide a secure connection"** (`ERR_SSL_PROTOCOL_ERROR`). * The desktop app can't sign in or mount drives, while other websites work normally. * Providers where we've seen this: **Spectrum**, **Cox**, **Xfinity**, and **T-Mobile Home Internet**. ### Get access right away Use any one of these options. They work immediately and don't depend on your provider. #### 1. Use a VPN Connecting to any VPN routes your traffic around your provider's filter. If your company already has a VPN, turn it on and reload Shade. #### 2. Turn off your provider's security filter | Provider | Feature name | How to turn it off | | ---------------------- | -------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Spectrum | Security Shield | My Spectrum app → **Internet** → **Manage Service** → **Security Shield** → turn off. Business accounts: [SpectrumBusiness.net](https://www.spectrumbusiness.net/). | | Cox | Advanced Security | Cox Panoramic Wifi app → **Connect** → **Advanced Security** → turn off. [Cox Advanced Security help](https://www.cox.com/residential/internet/learn/advanced-security.html) | | Xfinity | CyberSecure (formerly xFi Advanced Security) | Xfinity app → **Allow Access** on the blocked site notification, or turn off CyberSecure. [Use Xfinity CyberSecure](https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security) | | T-Mobile Home Internet | Advanced Cyber Security | T-Life app → **Manage** → gear icon → **Privacy & policies** → **Privacy dashboard** → turn off **Advanced Cyber Security**. [T-Mobile Advanced Cyber Security help](https://www.t-mobile.com/support/home-internet/advanced-cyber-security) | You can turn the filter back on once your provider has unblocked Shade. #### 3. Change your DNS servers Many provider blocks happen at the DNS level. Switching your computer or router to a public DNS resolver usually restores access: * **Cloudflare:** `1.1.1.1` and `1.0.0.1` ([setup instructions](https://one.one.one.one/dns/)) * **Google Public DNS:** `8.8.8.8` and `8.8.4.4` ([setup instructions](https://developers.google.com/speed/public-dns/docs/using)) Changing DNS on your router applies it to every device on your network. After changing it, restart your browser (and the Shade desktop app) so the new settings take effect. #### 4. Use mobile data or a hotspot Mobile data networks and hotspots have not been affected. Tethering to your phone is a quick way to keep working. ### Request an unblock from your provider Shade has already contacted each affected provider directly. Requests filed by customers can still speed things up, because providers often prioritize tickets tied to a real customer account. This step is optional. When you submit a request, include the address you're trying to reach (for example `app.shade.inc`) and mention that Shade is a legitimate business application that was flagged by mistake. | Provider | Where to request an unblock | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Spectrum | [Security Shield unblock request form](https://www.spectrum.net/support/forms/verify_url_security). Spectrum says approved requests can take up to 48 hours. See also [How to unblock a website in Security Shield](https://www.spectrum.net/support/internet/how-unblock-website-security-shield). | | Xfinity | [Check a site's status](https://spa.xfinity.com/check-url-status), then go to [spa.xfinity.com](https://spa.xfinity.com/) → **Report an issue** → **I can't reach a website that I want to go to**. Xfinity usually responds within three business days. [Xfinity instructions](https://www.xfinity.com/support/articles/report-blocked-website) | | Cox | Cox has no public unblock form. Contact [Cox support](https://www.cox.com/residential/support.html) and ask them to review the block, or turn off Advanced Security as described above. | | T-Mobile Home Internet | In the T-Life app, go to **Cyber Security** → **Threats blocked** or **Sites blocked**, open the Shade entry, and select **Unblock for 1 hour**. To report the block as a mistake, contact [T-Mobile Customer Care](https://www.t-mobile.com/contact-us). | | Other providers | Contact your provider's support and ask them to remove the block on Shade's domains. | ### For IT and network administrators If your organization uses its own firewall, DNS filter, or secure web gateway, add Shade's domains to your allowlist. The full list of domains, ports, and protocols Shade uses is in the [Shade Network Configuration Guide](/help-center/security/shade-network-configuration-guide.md). ### Still blocked? If none of the steps above work, contact us through **Help** → **Contact us** in the Shade app, or email . Tell us your internet provider and include a screenshot of the block page so we can escalate it with them. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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