Site or URL doesn't load, loads slow, loads partially, page cannot be displayed or Policy Denied
Article ID: 167025
Updated On:
Products
Advanced Secure Gateway Software - ASG
ProxySG Software - SGOS
Issue/Introduction
- A blank page loads when going through the proxy.
- Site does not load.
- URL does not load.
- Site only partially loaded.
- Page cannot be displayed.
- Getting Policy Denied
Resolution
Policy Trace and Packet Capture are needed to get a full picture of traffic-related issues. (This supporting data is required for a Service Request)
Policy Trace
How to use policy trace to debug access issues
Packet Capture
Using packet captures - Quick start guide
Upload sysinfo, event logs, and other required files to case
How to send service information from a ProxySG to Symantec Network Protection to update a Service Request?
The below techniques can be used to identify slow or failing URLs for use in data collection filters.
- URL in the browser address bar
- If the trouble is with a link, hover over the link to check the full URL. Take a screenshot or make a note of it. Right click>Properties can also show the resource.
- If the object not loading is an embedded object on the page, right click on the page - view html source. The objects on the page should be visible in the source by filename or url.
- Press F12 in your browser or another shortcut to run Developer Tools
- Under Debugging, press the Pause button with 2 bars in it, and make sure the page is set to Never Break on Exceptions
- Go to the Network tab and make sure it is recording
- Refresh the page
- Look for denied resources or failed authentication challenges in the HTTP Response column and identify the resource that was requested and the response
- Look under the Console tab for failed resources that were called by a script rather than the browser.
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