Health check failure for DRTR Service (drtr.rating) and BCWF update error on the ProxySG

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Article ID: 168974

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Updated On:

Products

ProxySG Software - SGOS

Issue/Introduction

ProxySG Health Check failing for DRTR.


BCWF has update errors as well. Health check on DRTR service failing despite DNS is working and no blocking from firewall.


Have tried TECH241722 but failed to fix the issue for DRTR rating service. 

Cause

Key appliance maybe corrupted, will need to turn off Web Pulse Service and re-apply appliance key.

Resolution

To solve this issue:

1. Turn off WebPulse service at Configuration ---> Threat Protection ---> WebPulse, then unchecked Enable WebPulse service option.


2. Make sure BCWF is not enabled.


3. Apply the settings, and then refer to 168179
to renew appliance-key. Alternatively you may apply at management console:


4. After the appliance certificate is renewed, you must perform hardware reboot.

5. Once rebooted, you may view the DRTR health check via Statistics.

6. Once it is working, you may enable your WebPulse and BCWF back.


 

Workaround

If still fails after health checking of the DRTR rating service, you may run packet capture based on WebPulse Service IP and submit a case for BlueCoat Support for review.

To Obtain WebPulse Server IP:
https://ProxyIP:8082/health_check/edit/statistics?entry_name=drtr.rating_service
Please note that the Domain Name sp.cwfservice.net is applicable to SGOS 6.5 while in SGOS 6.6 and later this has changed to webpulse.es.bluecoat.com.

Example :

 Domain name: sp.cwfservice.net  	DNS status: success
      Enabled  	OK  	UP
      IP address: 8.28.16.201  	        Enabled  	OK  	UP
        Last status: Success.
        Successes (total): 1  	(last): Tue, 08 Mar 2016 07:01:44 GMT  	(consecutive): 1
        Failures  (total): 0  	(last): Never  	(consecutive): 0  	(external): 0
        Last response time: 1262 ms  	Average response time: 1262 ms
        Minimum response time: 1262 ms  	Maximum response time: 1262 ms
      IP address: 199.116.169.245  	        Enabled  	OK  	UP
        Last status: Success.
        Successes (total): 1  	(last): Tue, 08 Mar 2016 07:01:44 GMT  	(consecutive): 1
        Failures  (total): 0  	(last): Never  	(consecutive): 0  	(external): 0
        Last response time: 1066 ms  	Average response time: 1066 ms
        Minimum response time: 1066 ms  	Maximum response time: 1066 ms
  

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