communication failure with 'dei_upstream_error'

Products

• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

communication failure while visiting a Destination Domains configured under Connectivity > Dedicated IP Addresses feature.

Environment

Cloud SWG with Dedicate IPs feature enabled

Cause

dei_upstream_error often comes because of at the website not allowing access when request is coming from Dedicated IPs. Common reason could be following 

• If webserver gets lots of traffic from the Dedicated IP , Sometimes Web application firewalls at OCS(origin content server) may drop/do not respond to traffic coming from Dedicated IP address.
• Remote site blacklisting Dedicated IP addresses assigned to specific Cloud SWG customer tenant.

Resolution

This is upstream error with respect to Cloud SWG, hence needs to worked out at OCS(origin content server) end to whitelist Dedicated IP address.

To view a complete list of your Dedicated IPs, click the Download Dedicated IP Addresses link on the Connectivity > Dedicated IP Addresses portal page. The JSON file contains IP addresses per Dedicated IP site.  In addition to accessing your complete list of your dedicated IPs from CloudSWG portal, you can open up a browser and go to URL https://pod.threatpulse.com/mydedicatedip to see the dedicated IP being used.