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Support Center

CLOSED: DNS not Working for Japanese Users

Last Updated: Jun 17, 2014 06:49AM CEST
Update: Please use new DNS
Update: We have lost patience with the Japanese ISPs, which refuse to acknowledge routing issues in their network. As a result we are setting up new servers, which will hopefully end up with different routing out of Japan. If you are a Japanese customer who has lost access to our DNS then please do contact the support of your ISP with your traceroute results. Please see below.
Update: Unfortunately OCN is proving to be hard to deal with. If you are an affected customer please do contact them and provide them with a traceroute to our DNS (see below). 
Update: Open Computer Network (NTT) in Japan has a routing issue. We have contacted the ISP to have them solve the issue. 
Update: Initial trace routes from users indicates that traffic from some ISPs in Japan is not reaching our servers. The traffic drops of in Japan, which indicates an issue with a router at a connection point in Japan. Please do keep providing trace routes as described below.
Some users in Japan are currently reporting issues with connectivity to our DNS. If you are experiencing this issue please perform a traceroute to our servers and send the result to
  • If you are on a PC please open the program “Command Prompt”.
  • If you are on a Mac please open the program “Terminal” found in the folder Applications > Utilities. 
  • On a PC write the following without quotes “tracert” and hit enter.
  • On a Mac write the following without quotes “traceroute” and hit enter.
  • Copy and paste the result and send it back to us or take a screenshot.


First step of troubleshooting should always be to restart device(s) and router. Then check your account status in your account home. You should always see 3 green check marks if the device you are using to visit the account home is set up correctly.

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Before You Contact Support

  1. Verify that your device or connected router is using Unlocator.
  2. Restart device and router.
  3. Check your account status from a computer or device that is connected to Unlocator by visiting your account home.
  4. If the above steps don’t work please contact support describing your issue and steps taken to fix it.
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How to Format an IP Address

Some devices require you to use 3 digits pr. decimal when setting a DNS. You can format our DNS in the following ways:

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