Troubleshooting errors with Exception list installation

Products

• Management Center - VA

Issue/Introduction

I have created 2 exception pages as shared objects. 1 for the default.all and 1 for user-defaults.all.

I can preview them correctly.

I have created an exception list policy, added the exception pages and upon trying to install it on the ProxySG, the operation fails with unexpected server error.

I am trying to only change the default for all exception pages and I do not want to do that from the command line or creating a shared object script to do that.

Environment

Release : 3.3.3.1

Resolution

Here are possible troubleshooting steps and potential solutions:

If you want to change the default for all exception pages without resorting to the command line or creating a shared object script, you can try the following steps to troubleshoot the issue:

1. Check Logs: Review the logs on both Symantec Management Center and the ProxySG device for more specific error messages or clues about what might be causing the "unexpected server error." Logs can provide valuable insights into the root cause of the problem.

2.  

3. Policy Configuration: Verify that the configuration of your custom exception pages is correct and doesn't contain any errors. Ensure that the URLs for the exception pages are accurate and the content of the pages is well-formatted.

4.  

5. Policy Version Compatibility: Ensure that the exception list policy you are trying to install is compatible with the version of Symantec Management Center and the ProxySG device. Check for any version mismatches that might be causing the installation to fail.

6.  

7. Resource Availability: Ensure that the ProxySG device has sufficient resources (e.g., memory, disk space) to handle the new exception list policy. Lack of resources can sometimes lead to installation failures.

8.  

9. Management Center Settings: Check the configuration settings in Symantec Management Center to ensure that there are no issues related to permissions, connectivity, or other management-related aspects.

Please refer to the Tech. Article with the URL below, for the ProxySG user-defined exception page guidelines.

https://techdocs.broadcom.com/us/en/symantec-security-software/web-and-network-security/management-center/3-3/distribute_sol/config_policy/config_shared_policy/create-and-manage-exception-pages/create-an-exception-page.html 

It's worth noting that using Symantec Management Center to manage ProxySG devices generally provides a more user-friendly approach for policy management and configuration compared to the command line. However, in some cases, there might be limitations or specific requirements that need to be addressed.

Additional docs: 

https://techdocs.broadcom.com/us/en/symantec-security-software/web-and-network-security/management-center/3-3/distribute_sol/config_policy/config_shared_policy/create-and-manage-exception-pages/create-an-exception-list.html

https://techdocs.broadcom.com/us/en/symantec-security-software/web-and-network-security/management-center/3-3/distribute_sol/config_policy/config_shared_policy.html 

https://techdocs.broadcom.com/us/en/symantec-security-software/web-and-network-security/management-center/3-3/about_upe_co/upe-use-cases/deploy-exception-pages-to-a-web-security-service.html 

https://knowledge.broadcom.com/external/article/173830/proxysg-userdefined-exception-page-guide.html