Resolving health check failure for DRTR (drtr.rating) on the Edge SWG (Proxy SG).

Products

• ProxySG Software - SGOS

Issue/Introduction

You may receive email alerts and/or notice errors similar to these in the Edge SWG (Proxy SG) event logs:

• "Health Monitor (WARNING): Health Check Status is 'WARNING'"
• "Cannot establish connection to service drtr_service_204_246_129_201"

This can also cause problems when accessing web sites that were previously working. Restarting the Edge SWG (Proxy SG) appliance does not resolve the issue.

Resolution

These errors may be caused due to the following reasons:

• Stale DNS cache entries on the Edge SWG (Proxy SG).
• Stale entries in the DNS server that the Edge SWG (Proxy SG) is using.

First, ensure that the correct IPs are resolved by your DNS server, to do this preform a lookup against any public DNS server for webpulse.es.bluecoat.com.  In this example Google DNS was used as it will return geo-specific results:

(using Windows command line):

C:\>nslookup
> server 8.8.8.8
Default Server:  google-public-dns-a.google.com
Address:  8.8.8.8

> webpulse.es.bluecoat.com
Server:  google-public-dns-a.google.com
Address:  8.8.8.8

Non-authoritative answer:
Name:  one-webpulse-perf.es.geodns.bluecoat.com.akadns.net
Addresses:  168.149.132.65
          168.149.132.33
          168.149.132.177
          168.149.132.1
Aliases: webpulse.es.bluecoat.com

Next, clear the DNS cache on the Edge SWG (ProxySG) Management Console:

• Go to Maintenance > System and Disks> Tasks
• Select Clear DNS Cache.

Then, disable and re-enable DRTR, from the Edge SWG (ProxySG) CLI (telnet/ssh), by entering the following commands:

enable  (enter the enable password at the prompt)
conf t
content-filter
bluecoat
service disable
service enable