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Troubleshooting

SafeSquid troubleshooting must restore service without destroying audit evidence. Start with the broad diagnostic checklist, then use the incident-specific runbook that matches the symptom, affected control, and business impact.

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Quickstart path

1. Run the base diagnostic checklist to identify whether the fault is network, DNS, proxy, authentication, SSL inspection, reporting, or local system health.
2. Find a complete connection log when a user, device, or URL needs transaction-level evidence.
3. Select the runbook below, collect screenshots and logs before changes, then verify user access and policy enforcement after recovery.

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Service and access failures

• Website not accessible
• Connection failure on websites
• Proxy server refusing connection error
• Product failure
• Interface access denied
• Unable to login specific website

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Policy and security failures

• SSL certification errors
• SafeSearch not working
• Whitelisted website blocked
• Custom categorisation not working
• SSO authentication fail
• Failed to fetch LDAP entries

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Platform and reporting failures

• DNS failure
• Disk space and RAM are full
• Blank report page
• Not generating performance plot
• Installation issues
• No tar-ball support

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Evidence expectations

Each incident record should include the affected user or source IP address, requested URL, timestamp, browser error, SafeSquid log excerpt, screenshots of policy changes, and post-fix verification. Keep this evidence with the incident ticket for SOC 2 change management, ISO 27001 incident handling, and NIST SP 800-53 auditability.

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Next steps

• Use Audit and Forensics to plan retention and investigation evidence.
• Use Reporting Module to validate reports after recovery.
• Use Configuration Portal to confirm policy changes in the SafeSquid interface.