WSS Agent fails to connect when using IPv6-only router
Article ID: 436767
Updated On:
Products
Issue/Introduction
Users connecting to IPv6-only router report that their internet is not working when the WSS Agent is active. The WSS Agent fails to connect to the Cloud Traffic Controller (CTC) or the nearest Data Center (DC).
Symptoms
• WSS Agent shows a status of "Reconnecting."
• Internet browsing is unavailable for the user.
• System network settings show a valid IPv6 address but no IPv4 address assigned by the router.
Environment
WSS Agent
Protocol: IPv6 enabled, IPv4 disabled/unavailable on the local router
Cause
The WSS Agent currently requires a valid IPv4 address to establish the initial tunnel to the Cloud SWG infrastructure. In certain ISP router configurations, the router may only provide an IPv6 address to the endpoint. Since the WSS Agent does not support tunnel establishment over an IPv6-only network, the connection fails.
Resolution
To resolve this issue, the local network/router must provide a valid IPv4 address to the endpoint where the WSS Agent is installed.
Steps for the End User:
- Verify IP Configuration: Check the network status on the workstation to confirm if an IPv4 address is missing.
- Contact ISP Support: Contact ISP support and request that IPv4 be enabled on the home router configuration.
- Restart Connection: Once the ISP has enabled IPv4, restart the router and the WSS Agent to establish a new connection.
- Verify Connectivity: Confirm the WSS Agent status changes to "Connected" and internet browsing is restored.
Additional Information
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