Network Error: gateway_error There is a problem with the network gateway from Cloud SWG
Article ID: 237832
Updated On: 01-07-2025
Products
Issue/Introduction
Going through Cloud SWG with WSSA agent and accessing the sign in link for www.hawaiianairlines.com or www.jetblue.com, a Network Error block page is being returned/displayed to the browser.
Network Error
Your request could not be completed. There is a problem with the network gateway.
The gateway may be temporarily unavailable or there may be a network problem.
The gateway may be temporarily unavailable, or there man be a network problem.
Tech support information: gateway_error
For assistance, contact your network support team.
Example screen shot showing Network Error block page trying to access the sign in page at www.hawaiianairlines.com
Example screen shot showing Network Error block page trying to access the sign in page at www.jetblue.com
Environment
WSSA Agent 7.5.1
Cloud Secure Web Gateway (Cloud SWG)
Cause
Origin content servers return a 504 bad gateway for HTTP GET request when accessing sign in page going through Cloud SWG.
Screen shot showing the HTTP GET request error: 504 Bad Gateway response when accessing the sign in page to www.hawaiianairlines.com
Screen shot showing the HTTP GET request error: 504 Bad Gateway response when accessing the sign in page to www.jetblue.com
Resolution
Disable protocol protection for the following two domains by adding a Content & Malware scanning destination exemption for the two domains (accounts.jetblue.com, www.hawaiianairlines.com) in WSS portal policy. Login to Cloud SWG portal (Formally known as WSS portal) and goto ---> Policy--->Content & Malware Analysis--->Scanning Exemptions--->Select Destinations Tab--->+Add
KB Article: Disable protocol detection on Cloud SWG Portal Policy
https://knowledge.broadcom.com/external/article?legacyId=tech256967
If you are using Universal Policy Enforcement (UPE), the Management Center administrator will need to update their current protocol detection policy to disable detection for the same two domains (accounts.jetblue.com, www.hawaiianairlines.com) and push the new policy to the WSS enforcement domain.
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