My company's site is incorrectly showing as "P2P/File sharing"

[heyt]

Hello there, filez.com is domain of my company. It recently came to my attention from several customer of mine that my company's website is being diagnosed as "P2P/File sharing" by opendns. I have already explained through the "Flag for review" link, but no feedback has been received. This is definitely a mistake and I'd like it rectified ASAP as it is severely negatively impacting our business. Customers can't use our SaaS products and prospects are getting scared off.

[Aref Alsouqi]

I think the only way to trying to sort out this issue would be via contacting OpenDNS support. However, how this issue is affecting your customers? if a customer is using Google DNS to resolve your website, how OpenDNS miscategorization comes into play?

[heyt]

Thank you for your reply. The customers who reported these issues were having problems accessing our website while using the WiFi provided by the airport or the hotel. It would be inconvenient for us to ask these customers to modify their DNS, as this would cause unnecessary trouble for our customers. Could you please tell me how to get in touch with OpenDNS support?

[Aref Alsouqi]

Just realized that submitting a request to OpenDNS support has to be done now through this community.

[bigevilbeard]

@heyt not an expert here, but looking at your screen shot this has not been blocked by a default OpenDNS policy or by their categorised sites, this has been block by the Wi-Fi provider (BAC Wi-Fi, or British Airways Connect Wi-Fi) as you mentioned this was at an airport, so this makes sense.

Therefore, it's the company BAC Wi-Fi that has decided to block access to your site, by utilising OpenDNS to enforce their policy. It's not a default block by OpenDNS independent of a user's or organization's specific configuration.

Hope this helps.

[heyt]

Thanks for the reply.
You can observe the screenshot I sent. Mentioned the reason for the interception is "此站点因以下类别的原因而被阻止：P2P/File sharing". This Chinese message means "This site was blocked for the following category: P2P/File sharing".
Also, the information "Host: block.opendns.com" is displayed in the diagnostic information.
I logged in community.opendns.com looked up my domain filez.com and it showed that the domain was tagged as "P2P/File sharing" and "Pornography", which is completely wrong.
Customers in Malaysia and Australia have reported the same problem, not just at airports but also at hotels.
So, I think the reason it that filez.com was tagged incorrect label on the community.opendns.com.

[heyt]

add two more screenshots @bigevilbeard 

[bigevilbeard]

Thanks for the additional info here. Given that your customers in Malaysia/Australia also experiencing the same issue, and it is happening over a few network environments, it does indicates that the root cause is indeed an incorrect categorisation of your site filez.com within the OpenDNS database.

I can only assume that these companies (like BAC Wi-Fi, hotels, etc.) that use OpenDNS/Cisco Umbrella for content filtering often configure their policies to block categories such as "P2P/File sharing" and "Pornography" by default, or as part of their standard security posture. If your domain is erroneously tagged with these categories, then any network using OpenDNS/Cisco Umbrella with a policy to block these categories could inadvertently block your site and the incorrect tagging is causing the widespread blocking issue for your domain.

Hopefully you can get this fixed and sorted out. Best of luck!

[heyt]

I found the solution in the FAQ, 

but after following the instructions twice for the explanation, I didn't receive any feedback. Currently, the incorrect marking on filez.com still persists.

Do you know if there are any other ways to remove the incorrect tagging? Thank you very much!