Threat Isolation service returns error code : unable to process your document

Products

• Email Security.cloud

Issue/Introduction

When trying to view a document using the Isolation service via Firefox. You get the following error :

Environment

Email Security.cloud

Cause

The error is caused by either the browser restricted mode or the loss of the cooky during the redirect mode to docisolation.prod.fire.glass

Resolution

In order to fix this error, you can try the following steps :

1 - You can clear your browser cache  ( This mostly resolve the Issue )

2 - Depend which browser you will be using, under Security settings, try to whitelist the following links within your browser :

Add https://isolation-instances.wss.prod.fire.glass    as well as   https://docisolation.prod.fire.glass

Save the settings, close your browser and reopen again.

 

Note: If the above solutions did not work, please try to disable the cookie tracker within your browser,  try unchecking Cookies under custom settings of your browser. Generally the settings are under :

1. Click Settings
2. Select Privacy & Security in the left-hand side menubar
3. Under Browser Privacy → Enhanced Tracking Protection
4. Select Custom and uncheck Cookies
5. Restart the browser and try to load the page again.