When trying to enter bypass code, you receive an error indicating that the code does not exist or does not work.
Step 1: Has the code expired?
Look on the dashboard to make sure that the code has not expired. You can find this by going into Policy List -> Bypass Codes and looking for the Expiration date.
Step 2: Is the code being applied to the right policy?
Make sure that the bypass code is selected within the policy that the user is being applied to. You can find this in your Policies -> Bypass Codes -> Linked Policies.
If you do not see the policy that your user is being applied to, you will need to add it to the policy in your policy list. Navigate to Policies -> Policy List -> Select Policy -> Edit Custom Block Page -> Select Bypass Codes.
Step 3: Send us a diagnostic.
If the two steps above have not solved your issue, we ask that you open a new Support ticket and send us the results of a diagnostic test that you have run from a machine experiencing the problem.
The diagnostic tool provides us with information on how the query is handled, if you can reach our block page bypass landers, and some other important account information needed for troubleshooting.
Once the test is done, it will provide you with a URL. Please include this URL when replying or opening a new Support ticket.
- Windows: http://www.opendns.com/download/windows/diagnostic
- Mac: http://www.opendns.com/download/mac/diagnostic
If you are using the Anyconnect: Umbrella Roaming Security Client, you can find the diagnostic tool in the following locations:
- Windows: C:\Program Files (x86)\Cisco\Cisco AnyConnect Secure Mobility Client\UmbrellaDiagnostic.exe
- OS X: /opt/cisco/anyconnect/umbrella/bin/UmbrellaDiagnostic