Hmmmm... Your internet Access is blocked

[mattysmith80]

Morning, just reaching out to see if anyone else is experiencing this issue.

 

We have a bizarre scenario where you may have a device, for example a laptop... user logs on everything is great and then randomly they will get in Edge and Chrome a message that says "Hmmmm your internet access is blocked"... But if you open up firefox you can browse the internet no problem... but then the device almost slowly dies and looses all connectivity. A reboot sorts it and the issue might go away, but then randomly happen again in a couple of days... or even a week later.

 

Our set up is Windows 11, Panda 360, Lightspeed, and the basics, nothing fancy. Mainly Asus laptops, although the same issue happens on desktops, surface devices, lenovos dells etc

 

We have performed Driver updates, bios updates, firmware updates, rebuilt devices.... just when you think ... looks like we cracked it, it pops its head up again.

 

It was just a long shot but just wondered if anyone else has had any issues like this... 

[IRL]

Yes, currently having this issue since Easter on all student laptops but not staff's. Thought it was Fortinet firewall but could also be Lightspeed as we rolled them out at the same time. Our support company said it was probably an authentication error as student devices are fully cloud and staff will be connected to on prem servers which the authentication is happening through there. Students also have Lightspeed and staff don't. The only fix I have currently is restarting the laptop, waiting for the WiFi to connect and logging in, this fixed it every time. Students have told me that this happens at home as well which could point to Lightspeed being the culprit but I can't verify this.

 

Asus and Lenovo laptops, Edge and Chrome.

Edited September 16 by IRL
Added devices.

[mattysmith80]

Thank you for the reply, glad to see we not alone... I have logged a ticket with lightspeed yesterday and sent over a load of logs to see if they can get to the bottom of it... out of curiosity what endpoint AV are you using ?

[IRL]

Sophos Intercept X.

[mattysmith80]

thank you, we have removed lightspeed to see if anything improves on a couple of devices... when looking at the lightspeed logs it shows multiple connects and reconnects to different network cards and its almost like it cant handle it... we also half wonder if the Ransomeware / zero trust element of our endpoint protection is doing something weird thats upsetting the lightspeed agent so we have taken that off a device too and left lightspeed on to see what happens

[mattysmith80]

Can I just ask, are you seeing the issue more on Asus devices ? are those the intuned and lightspeed ones ?

[IRL]

Equally amongst Lenovo and Asus devices. They're both in Intune with Lightspeed.

It is also specific to Windows as it never happens on the Chromebooks.

Edited September 17 by IRL
Additional information.

[AndyT2017]

We had this months ago, the common denominator was Lightspeed. It started off on a couple of laptops, then more devices every day (mixture of hp/Lenovo laptops and hp desktops). We also found out at that point that the uninstall routine doesn't properly remove the device driver in all cases so we had to rebuild the machines in these cases.

 

I did open a case with Lightspeed support but they wanted in-depth troubleshooting which we were unable to do as we were firefighting the issue across the school (it reached 10/15 machines a day). In the end we removed it from all our devices and ditched the product.

[mattysmith80]

1 hour ago, AndyT2017 said:

We had this months ago, the common denominator was Lightspeed. It started off on a couple of laptops, then more devices every day (mixture of hp/Lenovo laptops and hp desktops). We also found out at that point that the uninstall routine doesn't properly remove the device driver in all cases so we had to rebuild the machines in these cases.

 

I did open a case with Lightspeed support but they wanted in-depth troubleshooting which we were unable to do as we were firefighting the issue across the school (it reached 10/15 machines a day). In the end we removed it from all our devices and ditched the product.

Thank you what endpoint are you / were you using with lightspeed

[AndyT2017]

1 hour ago, mattysmith80 said:

Thank you what endpoint are you / were you using with lightspeed

Sophos Intercept X but we eliminated that as an issue as the rebuilt machines had that installed and worked properly. We also had machines that didn't have that and only had Lightspeed that still had the issue.

[RobFuller]

Windows Defender and Lightspeed, we've seen this issue too! Sounds like a Lightspeed bug 🤔

[mattysmith80]

We have done a load of log exports etc and been dealing with Lightspeed support... the person we did a support session said they have seen this before and essnetially it sounds like the lightspeed agent is timing out and then cannot continue so just blocked internet in edge... 

 

They suggest that ticking the service failure bypass on your policies will resolve it although this is only a temporary fix... we are testing it to see what happens on a small group of staff.

 

They have raised it with their development team as they have seen it before and may have a fix / working on a fix

 

[IRL]

5 minutes ago, mattysmith80 said:

We have done a load of log exports etc and been dealing with Lightspeed support... the person we did a support session said they have seen this before and essnetially it sounds like the lightspeed agent is timing out and then cannot continue so just blocked internet in edge... 

 

They suggest that ticking the service failure bypass on your policies will resolve it although this is only a temporary fix... we are testing it to see what happens on a small group of staff.

 

They have raised it with their development team as they have seen it before and may have a fix / working on a fix

 

Our setting is already on unfortunately.

[Davit2005]

People having this issue, do you also have Windows Defender and Panda 360 enabled on the clients?

 

Are the 2 conflicting?

[AndyT2017]

20 minutes ago, Davit2005 said:

People having this issue, do you also have Windows Defender and Panda 360 enabled on the clients?

 

Are the 2 conflicting?

Neither in our case.

[mattysmith80]

We us Panda, and defender totally disabled, but taken Panda off a machine, still the same...

 

Only thing that fixes it is literally just taking Lightspeed agent off... 

[IRL]

Neither for us.

[mattysmith80]

On 16/09/2026 at 10:50, IRL said:

Yes, currently having this issue since Easter on all student laptops but not staff's. Thought it was Fortinet firewall but could also be Lightspeed as we rolled them out at the same time. Our support company said it was probably an authentication error as student devices are fully cloud and staff will be connected to on prem servers which the authentication is happening through there. Students also have Lightspeed and staff don't. The only fix I have currently is restarting the laptop, waiting for the WiFi to connect and logging in, this fixed it every time. Students have told me that this happens at home as well which could point to Lightspeed being the culprit but I can't verify this.

 

Asus and Lenovo laptops, Edge and Chrome.

Can I just ask, what model of Asus laptop do you have ? and Do you know what SSD it has in it. 

[IRL]

Asus BR1100CKA/FKA eMMC/Foresee or Kingston SSDs. It happens on the Lenovo 300/500Ws as well though.