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Fix Login Failures on Specific Websites

Login Issues on Specific Websites can interrupt web access, policy enforcement, or evidence collection. Use this runbook to restore service, preserve logs, and prove the corrective action during security review.

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Issues

  1. https://www.facebook.com/ is accessible via proxy but login fails.
  2. Login to specific websites using Facebook or Google credentials fails via proxy.
  3. Login works on https://www.facebook.com/ but fails on https://accounts.google.com/
  4. Login fails on both https://accounts.google.com/ and https://www.facebook.com/

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Solution

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Case 1: Facebook accessible via proxy but login fails

When https://www.facebook.com/ is accessible via proxy with HTTPS inspection enabled, HTTPS and SSL certificate configuration in the browser are correct. If HTTPS inspection is not configured, follow Configure HTTPS Inspection. Inability to log in on Facebook usually means the Cookie Filter section is enabled with Global TRUE. Set the policy under Privacy Control > Cookie filter > Deny to Enabled FALSE. Search for “Strip cookies from all connections profiled as NO LOGIN” to find it.

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Case 2: Login fails on a specific website using Facebook or Google credentials via proxy

Confirm the target website is HTTP or HTTPS. For HTTPS, configure the HTTPS Inspection section; follow Configure HTTPS Inspection. If login to https://stackoverflow.com/ via Facebook or Google fails, the Elevated Privacy section is likely enabled with Global TRUE. Set the policy under Privacy Control > Elevated Privacy > Elevated policies to Enabled FALSE. Search for “Blocks the third-party cookies” to find it.

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Case 3: Facebook login works but Google account login fails

Login works on https://www.facebook.com/ and other sites but fails only on https://accounts.google.com/. In that case, the corporate policy under Header Filter > Insert is likely enabled. Set the policy under Privacy Control > Header Filter > Insert to Enabled FALSE. Search for “Enforce use of corporate Google Account, for all users who are NOT ALLOWED PERSONAL GOOGLE ACCOUNTS” to find it.

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Case 4: Login fails on both Google and Facebook

Login fails only on https://accounts.google.com/ and https://www.facebook.com/. In that case, the “Block Particular User Login to Facebook or Gmail” policy is likely enabled. Set the policy under Real Time Content Security > Content modifier > Rewrite Policies to Enabled FALSE. If the global section is enabled but the policy under that section is disabled, that individual policy does not work.

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Capture useful evidence

Collect evidence before restarting services or changing policy. Keep screenshots, command output, and relevant SafeSquid logs with the incident ticket.
Expected result: the native log prints up to 100 recent lines. Each line starts with a date and time, then a [thread or request id] and a module name such as network:. Record the affected user, source IP address, requested URL, timestamp, browser error, SafeSquid policy section changed, and verification result.

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Next steps