> For the complete documentation index, see [llms.txt](https://docs.cloudeka.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cloudeka.ai/reference/how-to-troubleshooting-dns/troubleshooting.md).

# Troubleshooting

This section contains several issues that may occur during the DNS checking and domain category change processes, along with the steps that can be taken to address them.

## Domain Does Not Appear on the Palo Alto Website

**Solution:** The domain may be too new or has not yet been indexed by Palo Alto Networks. Wait approximately **24–48 hours**, then perform the check again. For more information, see the [Palo Alto URL Filtering](/reference/how-to-troubleshooting-dns/checking-in-palo-alto-url-filtering.md) section.

## PTR Record Invalid

**Solution:** If the check indicates that the **PTR Record is invalid**, contact the DNS administrator or hosting provider to properly configure the PTR Record.

After the configuration has been corrected, perform the check again to ensure that the PTR Record is valid.

## Category Change Request Is Rejected

**Solution:** If the category change request is rejected, review the feedback or information provided by Palo Alto Networks. Update the documentation or required supporting information, then resubmit the request with more complete information.

## Domain Is Still Blocked After a Category Change

**Solution:** If the domain is still blocked after the category change, the change may not have been fully applied due to **cache update or propagation**.

Wait until the change has been fully applied, then perform the check again. If the domain remains blocked after this process, contact **Palo Alto Support** for further assistance.