Site or URL doesn't load, loads slow, loads partially, page cannot be displayed or Policy Denied

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
Uploading files from Edge SWG (Proxy SG) or ASG directly to your Technical Support case via Management Console GUI?

 

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 - to view the 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.

 

Other related solution:

Some web pages load slowly, or a blank page loads when going through the ProxySG appliance (RFC 1323)