What should I do if only some of websites cannot be accessed on MERCUSYS Router?

If all the other websites are accessible but you are unable to access some specific websites when connected to MERCUSYS Router, please refer to the following steps for troubleshooting.

1. Try different end-devices and web browsers. Exclude the possibility that it’s the problem of one specific device.

2. Connect a PC to the modem/gateway directly if you have one, by pass the MERCUSYS router. Verify if the PC could access the specific website successfully. If so, please go to the next step. If not, it should be either the specific website issue or your modem/ISP issue.

3. If your modem/gateway is working fine directly on your client devices, please try to do MAC Clone on MERCUSYS router:

1) Connect your PC to one of the LAN ports on the router via Ethernet cable.

2) Login the web management page of your MERCUSYS router by referring to How to log into the web-based interface of the MERCUSYS Wireless AC/AX Router?

3) Go to Advanced > Network > Internet and focus on the MAC Clone section.

4) Choose an option as needed (enter the MAC address if Use Custom MAC Address is selected), and click Save.

Locate the MAC Clone Setting on the router’s web management page.

4. Change DNS server of the MERCUSYS Router. Go to Advanced > Network > DHCP Servert > set Primary DNS to 8.8.8.8 and Secondary DNS to 1.1.1.1.

Locate the DNS Setting on the router’s web management page.

5. Verity there is no filtering rule such as Parental Control on the router. Reset the router to test if necessary.

6. Go to Advanced > Network > Internet > Advanced Settings > Change MTU Size on the Router’s web management page and click Save. For example, set it to 1400 for a test.

Locate the MTU Setting on the router’s web management page.

If you are still having issue and the above has not helped, please contact MERCUSYS Technical Support with the following information:

1). Results of the above attempts.

2). Internet Service Provider’s information and connection type of MERCUSYS router (Static IP, Dynamic IP or PPPoE).

3). Which website(s) cannot be accessed and which can. Get the website address.

4). Ping the website that can be accessed and the website cannot be accessed and get the screenshot. You may refer to How to Use the Ping Command

5). Network topology of your MERCUSYS router. Is it a complicated network? Is there a VPN connection?