Troubleshooting Symantec Web Gateway URL categorization and blocking issues.

Products

• Web Gateway

Issue/Introduction

• The Symantec Web Gateway (SWG) category for a URL does not match the results of a URL database lookup via http://rulespace.com/swg-ratertool/tool.php.
  • For example, the SWG is showing that a URL is classified as "Entertainment", however the results of the URL database lookup do not show the "Entertainment" category.
• The SWG is blocking a URL that is classified as "Malware Domain" by the URL database lookup tool.

Resolution

• The Symantec Web Gateway (SWG) URL category does not match the results of a URL database lookup via http://rulespace.com/swg-ratertool/tool.php.
  • The most likely cause for this issue is that the SWG does not have the most recent content database updates.
  • To resolve this issue:
    • Verify the SWG can access the Symantec Threat Center via the "Test Connection to Symantec Threat Center" button on the Administration->Configuration->Maintenance page
    • Check for update via the "Check for Updates" button on the Administration->Updates page
    • Click "Update" to update to the latest SWG content database

 

• The SWG is blocking a URL that is not classified as "Malware Domain" by the URL database lookup tool.
  • The SWG utilizes a number of different technologies to actively detect and block malware URLs.
  • If you feel that a URL is being improperly blocked please contact Symantec Support at http://www.symantec.com/support/contact_techsupp_static.jsp.