Find the Right Troubleshooting Runbook
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.Quickstart path
- Run the base diagnostic checklist to identify whether the fault is network, DNS, or proxy. It can also be authentication, SSL inspection, reporting, or local system health.
- Find a complete connection log when a user, device, or URL needs transaction-level evidence.
- Select the runbook below, collect screenshots and logs before changes, then verify user access and policy enforcement after recovery.
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
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
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
Evidence expectations
Each incident record should include the affected user or source IP address and the requested URL. It should also include the timestamp, browser error, and SafeSquid log excerpt. Add screenshots of policy changes and post-fix verification. Keep this evidence with the incident ticket. It supports SOC 2 change management, ISO 27001 incident handling, and NIST SP 800-53 auditability.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.