Error: The proxy server isn't responding with Web Traffic Redirection

Products

• Endpoint Protection
• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

On computers with the Symantec Endpoint Protection (SEP) client Web Traffic Redirection (WTR) feature enabled, Internet Explorer is unable to reach any external Web sites, and returns the error message "The proxy server isn't responding". Other browsers may successfully connect to the Web Security Service (WSS).

Environment

Internet Explorer

Cause

Enhanced Protected Mode is a feature in Internet Explorer that prevents the browser from connecting to resources hosted on the local computer. If this feature is enabled, the browser will fail to connect to the WTR Local Proxy Service (LPS) hosted on the local computer's loopback interface.

Resolution

To allow the Internet Explorer browser to connect through the SEP WTR engine, disable the Enhanced Protected Mode configuration for Internet Explorer.

Disable IE Enhanced Protected Mode

1. ​Open Internet Explorer
2. Click the gear icon > Internet Options, select Advanced, and uncheck Enable Enhanced Protected Mode and Click OK to save the settings
3. Restart the computer to ensure the settings take effect

Note: This setting can also be enabled through Windows Group Policy. If the affected computers have a Group Policy Object (GPO) configuration that enables IE Enhanced Protected Mode, ensure this GPO is removed from the affected computers.

For more information on IE Enhanced Protected Mode, see Enhanced Protected Mode add-on compatibility.