Internal Error - Code 504

Products

• Web Isolation Cloud

Issue/Introduction

Reported "Internal Error- Code 504, while accessing the fireglass management console.

Environment

WI ver 1.16 Cloud

Cause

Possible connectivity of user agent issues, on the client side.

Resolution

For the particular case study this article references, there are no verified backend issues, for the reported access. See the below, for the possible causes of the reported "Internal Error - Code 504.

Possible Causes in Fireglass Management Console

1. Tenant Backend Service Timeout:
   • The tenant’s backend services might not be responding or are taking too long to process requests.
2. Network or Connectivity Issues:
   • A network issue between your browser and the Fireglass cloud service or between Fireglass and its internal backend systems.
3. Overloaded Tenant or Server Resources:
   • The tenant’s resources (e.g., allocated memory or processing power) might be exhausted.
4. Policy or Configuration Issue:
   • A recently modified policy or configuration might be causing processing delays or system instability.

Steps to Troubleshoot and Resolve

1. Check Tenant Status and Resource Utilization

• Log in to the Fireglass Management Console (if possible) and check for:
  • Current system resource utilization (CPU, memory, storage).
  • The status of the tenant's backend services.
• If tenant resources are exhausted, reach out to Symantec support for assistance in scaling the tenant.

===>>  For the above, backend checks do not show any resource utilization issues.

2. Review Recent Changes

• Check if there were any recent changes to:
  • Policies or configurations that may have introduced a processing bottleneck.
  • User access configurations or tenant-level settings.

==>> From the backend, no changes were made.

3. Network Connectivity

• Test the connection from your browser to the Fireglass Management Console:
  • Ensure there is no latency or packet loss (use tools like ping or traceroute to the Fireglass console endpoint).
  • Check if firewalls or proxies in the customer's network are blocking or delaying communication with the console.

==>> Execute the above steps, should the issue recur.

4. Browser-Specific Issues

• Clear your browser cache and cookies.
• Try accessing the console using a different browser or in incognito mode.

==>> Execute the above steps, should the issue recur.

5. Session Timeout

• If the session to the management console may have expired, re-login and verify if the issue persists.

6. Disable Potential Problematic Policies Temporarily

• If the issue appears after activating or modifying specific policies, disable those policies temporarily to see if the error clears.

Where there are further related queries, contact Technical Support.