Smart DNS troubleshooting

This article will help you if you have already Set Up Smart DNS on your device, but something doesn't work as expected.

Loss of internet connection once Smart DNS is set up | Smart DNS couldn't be enabled due to IPv6 |

Streaming service is unavailable

Loss of Internet connection once Smart DNS is in place

You can activate our Smart DNS service only for 1 IP address. Therefore, one of the main reasons you may lose the internet access with Smart DNS is that you have activated Smart DNS for a different IP address than the one of your device (PlayStation, Router, Nintendo, Smart TV, etc.).
You might also experience this if you have a dynamic IP address and the IP address of your network changes.

So here's what you need to do in this situation:

1.  Login to your account dashboard while using your laptop or a smartphone.
2. Please make sure that your laptop or phone is connected to the same network as the device on which you will be using your Smart DNS.
3. After logging in to your online account, go to the Smart DNS section.
4. Click the "Get a new Smart DNS" button and then click "Enable Smart DNS"

      5. Test whether the Smart DNS is now working on your TV or gaming device.

Smart DNS couldn't be enabled due to IPv6

Smart DNS can only be enabled for IPv4 addresses (normal IPs). For some networks, however, both protocols - IPv4 and IPv6 - are enabled. Should you get this error, your network also has IPv6.

We offer how-to tutorials on disabling IPv6 on different devices:

Mac | Windows | Linux | Router

Streaming service is unavailable

If you have successfully set-up Smart DNS on your device, however, your preferred streaming service does not work, here are several steps you should try:

• Clear the cache of that specific streaming application;
• Uninstall and reinstall the streaming application;
• Reboot your device;
• If your device has the capacity for two DNS servers, try entering the same Smart DNS server on both lines;

In some situations, Smart DNS cannot be used successfully. If your Internet Service Provider diverts the DNS while using a technology called "transparent DNS proxy", they intercept all DNS queries (TCP/UDP port 53) and transmit the results transparently. This forces you to use their DNS addresses without being able to change them. Smart DNS might have issues.

In other cases, port 53 may be blocked. You can check the port status by contacting your Internet Service Provider (ISP).

Should the above solutions not work for you and you still can't use Smart DNS as foreseen, try an alternative way to use CyberGhost VPN on your TV or console:

How to share a VPN connection over Ethernet on Windows

How to use CyberGhost with your game console

For any additional information or concerns - it is best to approach the Support Department:

via e-mail: support@cyberghost.ro
via on-line request: https://support.cyberghostvpn.com/hc/en-us/requests/new
via 24/7 Live! Chat Sessions on our website