"Network Error" and "tcp_error" when going through the Cloud SWG

Products

• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

Users going through Cloud SWG (formerly known as WSS) get the following error when attempting to access a website: 

"Network Error" and "tcp_error"

The error could be returned when routing through all Cloud SWG pods or only one (1) Cloud SWG pod.

A report from the Cloud SWG Portal could potentially show "Error 503" in the status: 

Network Error

A communication error occurred:

"Operation timed out".

The web server may be down, too busy, or experiencing other problems preventing it from responding to requests.

Tech support information: tcp_error

Resolution

The problem is caused by that specific website blocking the Cloud SWG data-center Egress IPs: 

See Cloud SWG ingress and egress IP addresses

To resolve this, either: 

1. Bypass that specific website from the Cloud SWG, or 
2. Customer would require to engage the website administrator to request an allowlist for all Egress IP addresses from Cloud SWG data centers.

Geolocation: It could be that the registered country information of the Egress IP is different from its actual geolocation and the website incorrectly doesn't allow that Egress IP.