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Network Error: gateway_error There is a problem with the network gateway from Web Security Services

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Article ID: 237832

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Updated On:

Products

Web Security Service - WSS

Issue/Introduction

Going through WSS 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

 

Cause

Origin content servers return a 504 bad gateway for HTTP GET request when accessing sign in page going through WSS.

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

Environment

WSSA Agent 7.5.1

Web Security Services

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 WSS portal and goto ---> Policy--->Content & Malware Analysis--->Scanning Exemptions--->Select Destinations Tab--->+Add

KB Article: Disable protocol detection on Web Security Services

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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