Troubleshooting methods

When problems arise on an appliance, you can use different methods to solve them.

Rule tracing

You can create and review rule traces on the user interface. The traces record how rules were processed to deal with requests sent from clients of Web Gateway, as well as with the responses to these requests that were received from the Web.

Reviewing these traces enables you to find out which rules were processed and what actions, for example, block actions, they executed for a particular request.

Tracing information is shown on the user interface for:

  • Cycles — Request, response, or embedded objects cycle that a rule action was executed in
  • Rules — Rules that were processed in these cycles
  • Rule sets — Rule sets that these rules belong to
  • Rule Criteria — Criteria that matched to let a rule action be executed
  • Properties — Properties and the values they had when the rule criteria matched
  • Actions — Actions that were executed when the rule criteria matched
  • Events — Events that were executed when the rule criteria matched

Recording and inspecting data in files

You can record data on appliance behavior in files and inspect them. The following types of files can be created for this purpose:

  • Log files — Log events and functions, such as access to an appliance or updates of files
  • Rule tracing files — Record the processing of rules
  • Feedback files — Backtrace processes that went on before the failure of a function
  • Core files — Record memory content after the failure of a function has caused an appliance to terminate operation
  • Connection tracing files — Record activities on connections between an appliance and other network components
  • Packet tracing files — Record network activities of an appliance

Using network tools

You might need to test whether connections from an appliance to other network components still work. Several tools are available for this purpose, including ping, nslookup, ipneigh, and others.

Using system tools

You can use system tools to perform a service restart on Web Gateway and also to display the AV threads that are currently running.

Restoring a configuration

When other troubleshooting methods do not work, it might be necessary to remove a faulty appliance configuration and replace it with a backup.

Having a backup available can also help in other situations, for example, when you want to discard changes applied to an existing configuration.

Options are provided for creating backups and using them to restore configurations.

Resetting the appliance password

Troubleshooting includes the option to reset the appliance password. This password is the root password that is required when accessing an appliance from a system console using the command line. This password is also known as root or console password.

Resetting this password may be required, for example, if you cannot remember it or look it up somewhere.