Verify the following:

• Is the URL categorization feature enabled? It is not enabled by default.
   
• Are you aware of the URL categories requirements and limitations?

• Are you having an issue with a specific URL? You can try the following commands to do some specific testing on URL categorization:

setup url test <test URL> (tests the cache first, and WebPulse if needed)
setup url update <test URL> (do a new WebPulse query to resolve and update the cache)

• Is your PacketShaper able to access WebPulse servers? Use the setup url show service command to see if service points are listed. If they aren't listed, you could be experiencing network or firewall/security issues.

If you still are having problems with URL categorization, get the output of the following commands before contacting Support:

setup url show service
setup url show statistics
setup url show cache
setup show