• Overview
• Pre-requisites
• General Troubleshooting Procedure
• Diagnostics and Tools
  • Use Lookup domain to review how a domain is being classified and handled by the ITP policy
  • Request end users to send logs via the desktop app
• Common Error Codes and Messages

Overview

This guide provides admins with a general process to follow in order to identify and troubleshoot common Internet Threat Protection issues. Use this doc to map symptoms to causes and apply resolutions before escalating to support.

Pre-requisites

• admin access to SIA org

General Troubleshooting Procedure

Step 1: Identify the symptom

For example, a public site or a local website is unexpectedly inaccessible to end users in your org; your network firewall is blocking swg agent traffic; users in your org are experiencing high latency; end users are accessing sites that they shouldn’t be able to access.

Step 2: Verify the environment

Check for network connectivity, verify your ITP policy configuration, and verify that your org has an SIA or SIA+SPA license.

Step 3: Collect logs and diagnostic info

• admins can request that end users send logs via the CSE desktop app;
• admins can capture an http archive file (HAR file) so that they can view calls and responses associated with a web session;
• admins can review how a specific domain is being handled by using the Lookup domain search function in the ITP policy.

Step 4: Apply relevant fixes

Step 5: Escalate to support

Diagnostics and Tools

Use Lookup domain to review how a domain is being classified and handled by the ITP policy

Request end users to send logs via the desktop app

Common Error Codes and Messages