Use the following troubleshooting steps to diagnose the issue:
- Examine the error response. The page contains the description of the error and additional details from the antivirus engine.
- Examine the event log messages. If the ProxySG appliance is not able to establish a connection with the Content Analysis appliance, it logs the following message: Cannot establish a connection to service.
- Examine the ProxySG appliance log files for the failure reasons. All file-scanning failures, such as timeout, file too big, and decompression errors, are logged here.
Once the cause has been determined, search support.symantec.com for a possible solution.