Troubleshooting - checking the CSP (standalone server)

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Article ID: 178315

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Web Security.cloud

Issue/Introduction

 

Resolution

Troubleshooting - checking the CSP (standalone server)

The two main issues that may occur with the Client Site Proxy for a standalone server are:

  • Service Hanging - Cannot contract upstream proxy

  • Service does not respond to client requests

Use the following checks to troubleshoot these issues:

  • Service Hanging - Cannot contract upstream proxy - The service does not respond to client requests.

    1. On the CSP server open a cmd prompt.

    2. Run nslookup.

    3. Enter the host name of your proxy address.

    The proxy address details for your site are included in your provisioning documentation.

    Four lines are returned: the name of the DNS server name, the IP address, the 'proxy address' name, and its IP address. If the nslookup does not resolve, check the CSP DNS settings and your firewall. Ensure that this server is allowed DNS access to the Internet. When the issue is resolved, restart the SquidNT service.

    Example error in log:

    c:\ClientSiteProxy\var\logs\cache.log
    2006/09/22 15:58:12| Performing DNS Tests...
    FATAL: ipcache_init: DNS name lookup tests failed.
    
  • Service is not responding to client requests - This issue can happen if the CSP service cannot contact the upstream proxy server. Ensure that the CSP system can resolve the upstream name, and that it can access this address on port 3128. When the issue is resolved, restart the SquIdNT service.

    Another cause of this issue is that the IP address is not provisioned for the service. Check whether it is provisioned in the portal.

    Example error in log:

    2006/09/25 13:40:59| TCP connection to [Proxy Address]/[Port] failed
    2006/09/25 13:40:59| Detected DEAD Parent: [Proxy Address]/[Port]/0
    2006/09/27 09:46:29| Failed to select source for 'http://www.google.com/'
    2006/09/27 09:46:29|   always_direct = 0
    2006/09/27 09:46:29|    never_direct = 1
    2006/09/27 09:46:29|        timedout = 0
                        
    

    In the log example, the proxy address is shown as [Proxy Address] and the Port is shown as [Port]. These entries are replaced with the details included in your provisioning documentation.

    Example client errors (displayed in web browser ):

    ERROR
    The requested URL could not be retrieved
    --------------------------------------------------------------------------------
    While trying to retrieve the URL: http://www.examplewebsite.com/isapi/redir.dll?
    The following error was encountered:
    Connection to [Proxy Address] Failed
    The system returned:
       (10060) WSAETIMEDOUT, Connection timed out.
    The remote host or network may be down. Try the request again.
    

    In the log example, the proxy address is shown as [Proxy Address]. This entry is replaced with the proxy details included in your provisioning documentation.

    ERROR
    The requested URL could not be retrieved
    --------------------------------------------------------------------------------
    While trying to retrieve the URL: http://www.examplewebsite.com/
    The following error was encountered:
    Unable to forward this request at this time.
    This request could not be forwarded to the origin server or to any parent caches. 
    The most likely cause for this error is that:
    The cache administrator does not allow this cache to make direct connections to 
    origin servers, and all configured parent caches are currently unreachable.