Error "An unknown error occurred" when accessing websites through the Proxy

Products

• ProxySG Software - SGOS

Issue/Introduction

Users may encounter an "An unknown error occurred" message when attempting to log in to specific websites while using the corporate network. This issue typically occurs when the web proxy incorrectly challenges the authentication headers for a site that does not support it, or when the proxy strips necessary authentication information. This article provides steps to identify if proxy authentication is interfering with your web traffic and how to configure a bypass rule.

Resolution

To resolve login errors caused by proxy authentication conflicts, follow these steps to implement a bypass rule for the affected URL:

1. Identify the affected URL and path. (e.g., example.com/login)
2. Access the Proxy Management Console.
3. Add a new CPL (Content Policy Language) rule to the policy layer to bypass authentication for the specific URL.

Use the following CPL syntax:

cpl

 

url.host.substring="example.com" url.path.substring="login" authenticate(no, upstream_authentication)

Replace example.com with the host domain and login with the specific path causing the failure.

4. Install the policy.
5. Clear the browser cache and cookies and attempt to access the site again.

If the issue persists, collect a policy trace to confirm that the rule is matching correctly and that the traffic is not being intercepted by a conflicting rule.

Additional Information

If you need further assistance configuring proxy policies, or if you continue to see authentication errors after applying the bypass rule, please contact our support team. See Contact Broadcom support to open a new case.