Error: "There was an unsupported response from the server" when logging into financial websites via Web Isolation.

Products

• Web Isolation Cloud

Issue/Introduction

When users attempt to access the Northern Trust login portal (https://login.ntrs.com/) through Remote Browser Isolation (RBI), the page fails to authenticate. After entering credentials and clicking the login button, the web application displays the following error message: "There was an unsupported response from the server"

 

Cause

The Symantec Web Isolation container alters or strips Akamai's background telemetry scripts by design. Consequently, Akamai flags the session as a bot and blocks the login request with a standard HTML security page instead of the JSON data structure expected by the Okta Sign-In widget, causing the frontend app to crash.

Resolution

Update the Web Isolation policy to Inspect requests for *.login.ntrs.com (or login.ntrs.com) instead of isolating them.