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Information required to troubleshoot Internet Content Adaptation Protocol errors


Article ID: 171495


Updated On:


Cloud Secure Web Gateway - Cloud SWG


You visit a website/websites and you receive Internet Content Adaptation Protocol (ICAP) errors from Web Security Service (WSS). 


Web Security Service


For troubleshooting purposes, please provide the following information:

  1. Is it affecting HTTPS only, HTTP only or all browsing activity?
  2. Is it affecting a particular website/websites?
  3. Is it affecting one, a random group or all client computers?
  4. Which browser are you using? Can this behavior be repeated in a different browser?
  5. What is your current Access Method to Cloud? (Firewall / VPN also known as IPsec, Explicit Proxy, Explicit Proxy over IPsec previously known as Transproxy, Proxy Forwarding, Unified Agent, Mobile).
  6. What datacenter are you connecting to? (resource:
  7. Is it a persistent issue? (After refreshing the browser, does the error goes away?).
  8. What type of authentication (if any) do you have in place?
  9. When was the issue first noticed?
  10. If the issue is intermittent (doesn't work at certain times), please provide an estimated time-frame for the last known occurrence of the problem.
  11. Please, upload a screenshot of the error.