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Client Browser Configuration and Common Errors for Symantec Web Isolation

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Article ID: 172654

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Updated On:

Products

Web Isolation

Issue/Introduction

End users that use Firefox, Chrome, Edge, or Internet Explorer cannot access any isolated website when Symantec Web Isolation has been deployed.

The browser displays one of the following, instead of the isolated page:

There is no access to the localstorage. Please contact your system administrator

“There is no access to the localstorage, Please contact your system administrator”
No detailed diagnostics were found
"No detailed diagnostics were found."
Isolation server is probably down
"Isolation server is probably down"
...
"White screen"

Cause

The cause of these errors will either be access to cookies / localstorage being blocked by the browser, or failure to access the "shared domain".

Resolution

Shared Domain Access:

The "shared domain" URLs are:

  • https://global-shared.fire.glass
  • https://global-noauth-shared.fire.glass

Try to open both of these directly in the user's browser, and make sure that they load normally. Make sure that you don't see a certificate warning, or a proxy notification / block page. When the page finishes loading, it should be blank. If you see the below:

 This website should never be accessed directly... You probably did something wrong.
It means the URL is not being forwarded to the Web Isolation gateways, which is required. When integrating with a ProxySG, the CPL provided by the wizard will configure forwarding these URLs for you.

 

Browser Cookies / LocalStorage Access:

1. Browser Configuration:


Internet Explorer:

  1. From the Tools menu, choose Internet Options.
  2. Display the Advanced tab.
  3. Under Settings, scroll down to the Security section.
  4. Check Enable DOM Storage and click OK.

Firefox DOM Storage:

  1. In the address bar, type about:config and press Enter.
  2. Click I accept the risk!
  3. In the about:config page, search for the dom.storage.enabled entry. The default value for this entry is “true”. If the listed value is “false”, double-click dom.storage.enabled to change the value to “true”.

Firefox 3rd Party Cookies:

  1. In the address bar type about:preferences and press Enter.
  2. Click "Privacy & Security"
  3. Under "Content Blocking" make sure that cookie blocking of "All third-party cookies" / "Unvisited Websites" / "All cookies" is not enabled.

Chrome:

  1. In the address bar type chrome://settings and press Enter.
  2. Click Advanced.
  3. Under Privacy and Security, click Site Settings.
  4. Under Site Settings click Cookies.
  5. Make sure "Allow sites to save and read cookie data" is enabled.
  6. Make sure "Block third-party cookies" is disabled.

Edge:

  1. Click the "..." button in the upper right
  2. Click Settings.
  3. Click Privacy & Security.
  4. Make sure the Cookies setting is set to "Don't block cookies".

 

2. Browser Addons / Extensions

Browser privacy extensions will commonly come with an option to disable third-party cookies / localstorage access, or to enable it on a whitelisted URL basis. When you see these issues, try to test with all browser extensions disabled. Assuming that works, you can re-enable one at a time until you know which extension is configured to block them, and then look into its specific settings.
 

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