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Protected Browsing blocking https://www.paypal.com

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New Poster

Protected Browsing blocking https://www.paypal.com

Protected Browsing is blocking https://www.paypal.com

Accepted Solution

Re: Protected Browsing blocking https://www.paypal.com

I assume that you have all discovered that the problem is now resolved.

 

I had the problem as well, and over the course of a few days I exchanged emails with someone from PayPal who actually cared. I sent him screenshots of the problem happening (even from my phone).

It had been nagging at me that I had recently found some settings in my Comcast account regarding my router, and I had changed one of them. "Protected Browsing". It described that protected rousing was great for you against malware and all kinds of other bad things, and it seemed like a good idea to turn it on. So I enabled it. That's when my problem with PayPal began. But it took me a while to realize it. Once I remembered where I had made a setting change, after the days of exchanging emails with the fellow from PayPal, I went to my Comcast account settings and disabled "Protected Browsing".

 

Go to my.xfinity.com.

 

Along the top there are menu items (My Xfinity, Shop/Upgrade, Support, My Account), then there are icons. Email, TV, Home, Internet (looks like Wi-Fi), phone, etc. Click the Internet/Wi-Fi icon. You may be asked to sign in along the way.

 

There is now a 2nd level of menus. Overview, People, Devices, Help, More. Click More.

 

Scroll down to see Security Settings. All your problems lie with "Protected Browsing". When enabled, it caused the problems with PayPal. The fellow from PayPal called me this evening and asked me to verify that when the setting is enabled that I am now able to reach PayPal.com. It's true, I can.

 

So it appears that the offending problem has been resolved. Comcast had put out a patch prior to the fellow's phone call and he was calling to ensure that the patch had worked.

 

So I assume everybody's problem is solved. If not, you might try rebooting the router now that the patch is available. Otherwise, you could just disable that setting, but I'm leaving it on. Now that it allows PayPal, it can go ahead and keep blocking whatever else it's blocking as far as I'm concerned.

View answer in context
Gold Problem Solver

Re: Protected Browsing blocking https://www.paypal.com

What exactly do you mean by "Protected Browsing", and by "blocking"? What browser or app are you using, and what problem are you having? Any error messages?

 

The more details you can provide, the better.

New Poster

Re: Protected Browsing blocking https://www.paypal.com

Exactly what it means is xfinity XFI when protected browising is set to on.... when going to https://www.paypal.com it says invalid certificate and will not allow you to to to their site. When you turn it off allows you to.

Service Expert
Moved:

Re: Protected Browsing blocking https://www.paypal.com

Your post has been removed to a secure, hidden area for violating Forum Guidelines [personal identifying information]. If you are not familiar with the Guidelines you may review them here.

Service Expert

Re: Protected Browsing blocking https://www.paypal.com

Try a google of your connection is not private




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New Poster

Re: Protected Browsing blocking https://www.paypal.com

I had the same problem. I am running Safari (11.0.2) on my MacBook Pro (OS 10.13.2) and Paypal would not load because connection was not secure. It turns out that I had to turn off Protected Browsing from my Comcast iPhone app. and everything seems to be OK for now. At this point in time, there dosen't appear to be any way to add or remove specific websites from Comcast's Protected Browsing feature.

Frequent Visitor

Re: Protected Browsing blocking https://www.paypal.com

Having the same issue. Contacted customer service and at least the rep I got didn't have a clue. I dont understand why every other secure site I regularly use will communicate with my browsers (wifi) except PAYPAL. If I turn off my wifi connection and use my smartphone data, no problem, but trying to access PAYPAL from my xfinity ISP just won't happen. Is this a PAYPAL issue ultimately or will Xfinity/Comcast take up this issue?

Regular Visitor

Re: Protected Browsing blocking https://www.paypal.com

Me too! In Firefox the error page is similar, and clicking "Advanced" button on that page informed me that certificate was owned by low-xdns.xfinity.com rather than PayPal.com. I spent an hour with Comcast tech support yesterday, plus additional hours trying to troubleshoot this myself: router restarts, different devices, different browsers (Firefox, Safari), different OSs (MacOS, Ubuntu, iOS), computer restarts, changing DNS to Google or OpenDNS and flushing DNS cache. I thought this was DNS problem but got same results using different DNS. Logging into my neighbor's WiFi (with permission, of course), I had no problem. Finally came across "Protected Browsing" setting. When I slid it OFF, my problem was solved. I wish Comcast tech support (or PayPal support -- I tweeted this at them, too) knew this.

When ON this broke PayPal.png
This broke PayPal.png
Regular Visitor

Re: Protected Browsing blocking https://www.paypal.com

I actually kept a screenshot from when I turned on "Protected Browsing". It was Oct 27, 2017. I logged into PayPal successfully many times since then so something in the service changed recently.

New Poster

Re: Protected Browsing blocking https://www.paypal.com

Thanks, this worked for me.  I question what the database Comcast is using if they dont think PayPal is a safe site

Contributor

Re: Protected Browsing blocking https://www.paypal.com

How does one turn off "Protected Browsing"?
Service Expert

Re: Protected Browsing blocking https://www.paypal.com


yankees0001 wrote:
How does one turn off "Protected Browsing"?

Does this help?

https://forums.xfinity.com/t5/Xfinity-xFi/Protected-Browsing-blocking-https-www-paypal-com/m-p/30294...




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Contributor

Re: Protected Browsing blocking https://www.paypal.com

It does to a point, I was able to do it on my mobile devices and it worked. On the other hand it does not seem to work on my desktop. I have turned private browsing completely off and I still cannot access PayPal. Even stranger it's not giving me the option to give the site an exception or permission. Even stranger I cannot get Chrome, Explorer, Safari or Brave to access PayPal either. Maybe an uninstall - reinstall is inorder.
Gold Problem Solver

Re: Protected Browsing blocking https://www.paypal.com


yankees0001 wrote: ... I have turned private browsing completely off and I still cannot access PayPal. ...

Have you checked the desktop's date, time, and time zone settings? If they are off, they can cause security certificate (SSL) errors. If no luck there then, as suggested previously, perhaps one of the links at https://www.google.com/search?q=your+connection+is+not+private may help.

New Poster

Re: Protected Browsing blocking https://www.paypal.com

I’m having the same issue. I checked the date as well as it’s set to automatic. I tried to access PayPal on my phone, tablet, laptop and all of them have the same error message. As soon as I switched off the protected browsing it worked. This is a flaw with their software on the device.
Frequent Visitor

Re: Protected Browsing blocking https://www.paypal.com

First, my apologies if this isn't the most direct way to update my question/post but I couldn't find a way to "edit" my original post. In any event, after disabling the "protected mode" from my internet connection (in this case Xfinity) I was able to again access PAYPAL. While trying to arrive at a solution I discovered that allegedly Xfinity uses a 3rd party provider to maintain its safe/unsafe websites data base in its algorithm and for whatever reason PAYPAL is coming up in the "possibly unsafe" sites and therefore blocks the connection.

 

THIS ISSUE IS TOO WIDESPREAD FOR Xfinity to just ignore; I don't understand why they don't just come out an address this issue.

It doesn't make sense for Xfinity on the one hand infer that this feature is a recommended security feature and then ignore the fact its blocking legitmate sites AND THEY REMAIN SILENT.

 

 

Highlighted
Frequent Visitor

Re: Protected Browsing blocking https://www.paypal.com

I assume that you have all discovered that the problem is now resolved.

 

I had the problem as well, and over the course of a few days I exchanged emails with someone from PayPal who actually cared. I sent him screenshots of the problem happening (even from my phone).

It had been nagging at me that I had recently found some settings in my Comcast account regarding my router, and I had changed one of them. "Protected Browsing". It described that protected rousing was great for you against malware and all kinds of other bad things, and it seemed like a good idea to turn it on. So I enabled it. That's when my problem with PayPal began. But it took me a while to realize it. Once I remembered where I had made a setting change, after the days of exchanging emails with the fellow from PayPal, I went to my Comcast account settings and disabled "Protected Browsing".

 

Go to my.xfinity.com.

 

Along the top there are menu items (My Xfinity, Shop/Upgrade, Support, My Account), then there are icons. Email, TV, Home, Internet (looks like Wi-Fi), phone, etc. Click the Internet/Wi-Fi icon. You may be asked to sign in along the way.

 

There is now a 2nd level of menus. Overview, People, Devices, Help, More. Click More.

 

Scroll down to see Security Settings. All your problems lie with "Protected Browsing". When enabled, it caused the problems with PayPal. The fellow from PayPal called me this evening and asked me to verify that when the setting is enabled that I am now able to reach PayPal.com. It's true, I can.

 

So it appears that the offending problem has been resolved. Comcast had put out a patch prior to the fellow's phone call and he was calling to ensure that the patch had worked.

 

So I assume everybody's problem is solved. If not, you might try rebooting the router now that the patch is available. Otherwise, you could just disable that setting, but I'm leaving it on. Now that it allows PayPal, it can go ahead and keep blocking whatever else it's blocking as far as I'm concerned.

Frequent Visitor

Re: Protected Browsing blocking https://www.paypal.com

Thanks for the update. I wasn’t fortunate enough to get that kind of assistance and it truly irks me that ComCast/Xfinity couldn’t be bothered to update those of us who made the effort to try to make the issue public. I’ve been running with Protected Browsing off since I first posted the problem until getting YOUR notice of a resolution. A thousand thanks to your for your thoroughness and sharing.

Frequent Visitor

Re: Protected Browsing blocking https://www.paypal.com

I was happy to help, and elated to have found the problem.

 

For the record...the assistance I received was from a representative of PayPal's, not Comcast. His people contacted Comcast and forced the issue after I discovered it. Then the patch. Then the fellow from PayPal calling me to confirm the fix. I had no interaction with Comcast over this.

Service Expert

Re: Protected Browsing blocking https://www.paypal.com

Here is where I found the Protected Browsing setting:

https://internet.xfinity.com/network




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We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
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I am not a Comcast employee.

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Frequent Visitor

Re: Protected Browsing blocking https://www.paypal.com

StuckOnWords,

I understand. I however went back and forth with both Paypal and Xfinity prior to posting in this forum. My criticism was in reference to the fact that Xfinity has to be aware of the issue and the resolution by now, however they still haven't in any capacity that I am aware of informed its users that the issue is now resolved and one can go back to using the protected mode without this issue. I have a little IT background so when I could access every other secure website except Paypal after an Xfinity update, and the conversation I was getting from Xfinity let me know I probably knew more about problem solving than the rep I had the misfortune of speaking with, they essentially left it up to the community to resolve. The least they could do is announce that the issue has been resolved.

Frequent Visitor

Re: Protected Browsing blocking https://www.paypal.com

I couldn't agree more. And that (Comcast's ineptitude) was kind of my point, too. It took me working with PayPal to get the problem fixed, because clearly Comcast was incapable. I didn't realize you had also spoken with PayPal about it, so obviously I lucked out and found the right person at the right time.

 

As for letting the customers know it's been fixed, Comcast has that "big corporation" mentality. "The peons will figure it out eventually."