Error: Access denied Your credentials could not be authenticated With Endpoint Protection Web Traffic Redirection

Products

• Endpoint Protection
• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

Users receive an Access Denied error page from the Web Security Service (WSS) when browsing on computers with the Symantec Endpont Protection (SEP) client Web Traffic Redirection (WTR) feature enabled.

One of the following Access Denied messages are displayed in the browser:

Your credentials could not be authenticated:
"Credentials are missing.".
You will not be permitted access until your credentials can be verified.
This is typically caused by an incorrect username and/or password, but could also be cause by network problems.
Tech support information: authentication_failed

or

Your credentials could not be authenticated:
"The specified Client-ID Agent session does not exist.".
You will not be permitted access until your credentials can be verified.
This is typically caused by an incorrect username and/or password, but could also be cause by network problems.
Tech support information: authentication_failed

Environment

Microsoft Windows

Cause

This problem can happen when the Web Security Service (WSS) responds with the wrong authentication challenge to a request from a user that has not authenticated to the service through Seamless Identification. WSS should respond with a 407 HTTP response, but in certain circumstances, can respond with a 401 HTTP response code instead.

Resolution

This problem is fixed in the latest version of WSS. WSS now sends a 407 HTTP response code in all situations when a client requires authentication through Seamless Identification.