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  1. #1
    Untangler
    Join Date
    Jul 2013
    Location
    MN, USA
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    59

    Default The correct way to troubleshoot pages not loading?

    Testing my understanding...
    At my bank's website, I click on a link to go to a new page where my statements are listed. Then I should be able to click on one of the months and view the statement.

    The link to the documents is a different site than my bank. https://redirect.documentprocessingc...m/blahblahblah

    I get an error on the new browser tab:
    This site can’t be reachedredirect.documentprocessingcenter.com unexpectedly closed the connection.
    Try:
    Checking the connection
    Checking the proxy and the firewall
    ERR_CONNECTION_CLOSED

    I looked in the Untangle reports for the word "document" since that's in the name of the URL and didn't find anything (or even know what report to really look in). Then what I did was to turn off each of the Untangle APPS one at a time until the page loaded so I knew which APP was doing the damage. It was SSL Inspector. I then went to the SSL Inspector reports, All Sessions and see that URL with an UNTRUSTED Status. I'm guessing this means it blocked the web page.

    Is that the correct way to troubleshoot something like this? Or is there a better way?

    And to correct it, the only option is to add a Rule in SSL Inspector to ignore SNI Host Name documentprocessingcenter.com, right?
    Last edited by rkhanso; 03-24-2022 at 11:48 AM.

  2. #2
    Untangle Ninja sky-knight's Avatar
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    Apr 2008
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    Phoenix, AZ
    Posts
    26,518

    Default

    If you look at reports, at the top there are conditions. Set that to the client = IP of the machine you're testing on. You'll see all the apps on the left filter down to just the stuff from that machine, and you can go through them all one at a time until you find the block.
    rkhanso likes this.
    Rob Sandling, BS:SWE, MCP
    NexgenAppliances.com
    Phone: 866-794-8879 x201
    Email: support@nexgenappliances.com

  3. #3
    Untangler
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    Jul 2013
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    MN, USA
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    Default

    Perfect!
    That's exactly what I was looking for. And a way better way to find things w/o shutting off the features of the firewall, like I was.

    I bet I sure sounded stupid with my question, but if the shoe fits...

  4. #4
    Untangle Ninja sky-knight's Avatar
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    Apr 2008
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    Phoenix, AZ
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    Default

    Quote Originally Posted by rkhanso View Post
    Perfect!
    That's exactly what I was looking for. And a way better way to find things w/o shutting off the features of the firewall, like I was.

    I bet I sure sounded stupid with my question, but if the shoe fits...
    Sometimes that technique is required too... some things break and aren't "blocked" they just cannot tolerate being filtered at all. Still, reports is the first stop.
    Rob Sandling, BS:SWE, MCP
    NexgenAppliances.com
    Phone: 866-794-8879 x201
    Email: support@nexgenappliances.com

  5. #5
    That Which Lurks Below
    Join Date
    Jul 2018
    Posts
    92

    Default

    This KB article goes over the same thing sky-knight is talking about, just for reference: https://support.untangle.com/hc/en-u...-using-Reports
    rkhanso likes this.
    Græme Ravenscroft • Technical Marketing Engineer
    ('gram', like the unit of measurement)
    he/him
    Please don't reboot your NGFW.
    How can we make Arista ETM products better?

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