Users Unable to Access the Website

[Mirza_Asad2723]

Dear Concern,

Users are trying to access a website, but the website is not opening. Instead, a 'Website cannot be opened' page is displayed. I am unable to determine whether this issue is being caused by my FortiGate firewall blocking the site or if it is an issue on the ISP's end. Kindly guide me on how to troubleshoot whether the firewall is blocking the website or if the problem lies with the ISP. Please also provide troubleshooting steps and CLI commands to help resolve this issue. Additionally, I have allowed the website in the web filter under security using the FQDN type, but I am unsure whether the web filter policy is functioning correctly or how to verify it. Please explain this as well.

Website: https://english.nmpa.gov.cn/

Please help me to troubleshoot the issue. I just want find that the issue is at my firewall end or ISP end.

[dingjerry_FTNT]

Hi @Mirza_Asad2723 ,

I am not sure whether you still use the FortiGuard Category in the web filter profile or not.  Anyway, the action of the entry in the URL filter list may change to Exempt.

I can load the website and Ping english.nmpa.gov.cn as well.

So could you please try to Ping it first?

[vbandha]

Hello @Mirza_Asad2723 ,

To find out if issue is on Fortigate or ISP, you can create a test policy with a specific source and remove all security inspection on that policy. Then check if website loads from that source. 

Another thing you can try is to use the ISP connection directly on a computer and bypass fortigate. 

Then try opening the site there. 

Regards,

Varun

[Jason_ZA]

Check your Application Control policies (Under security profiles). The web filter will usually throw up a FortiGuard category violation page for the user, whereas Application Control shows the above.

[Tajfun]

Hello, 
You need to create internet access policy for one computer and set in at the top of list.

Also, please enable logging inside this policy. 

After that you can go to desired website and in logs you will see results. If something is blocking traffic, you will see this information in logs. 
After that you can define next steps 

BR 

T.