While trying to view or download some documents using document isolation or High-Risk Isolation in Cloud SWG, Firefox users experience Error: Unable to process document as below.
On-Premise Web isolation
Cloud Web isolation
(Docisolation / Web Isolation / High risk isolation of Cloud SWG)
The document isolation feature in Web Isolation relies on a set of cookies within the Browser.
If access to these cookies, or the original cookies are lost during the redirection to “docisolation.prod.fire.glass” the error “Unable to process document” will be displayed in the Browser.
This is currently known to be caused by one of below issues:
If your issue is not related to one of the listed issues above, please open a support case for further investigation at support.broadcom.com.
Open firefox. In the address bar type below and hit enter.
Under Privacy and Security, On the right side Under Cookies and Site Data click Manage Exceptions and add below sites.
as well as
Save changes. Close the browser and reopen.
Above will work in most cases. However, in some cases you may want to try unchecking Cookies under custom, close browser, reopen and test.
Check Cookies option back again and test to see if the first change is effective.
Click the hamburger icon in the top-right of the browser (Figure 1-1)