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Fix Websites That Are Not Accessible

Website Not Accessible 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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Connection failed to proxy or origin

When the user accesses the website, the browser displays “Connection to 192.168.27.30:80 failed”. A user accesses https://abc.safesquid.com/ via proxy and logs in with a corporate email ID. The browser can then show “Connection to abc.safesquid.com:443 failed”. Error showing "Connection to abc.safesquid.com:443 failed"

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Possible causes

The destination website can be down, or the user can fail to reach the site because of internet slowness.

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Website or origin unreachable

Check whether the website is opening without proxy configuration inside the browser (No proxy in the middle). If the website is not opening without a proxy, then it is not the problem with SafeSquid. If it is opening without a proxy, run the command below. It verifies whether the website is resolving.
To check SafeSquid server is connecting to 192.168.27.30 on port 80
When the website cannot be reached, example output: telnet 192.168.27.30 80 Trying 192.168.27.30… telnet: Unable to connect to remote host: No route to host When the website is reachable, the output is: telnet WEBSITE PORT_TO_CONNECTON When the website cannot be reached:
When the website can be reached: root@dev:~# telnet 192.168.27.30 80 Trying 192.168.27.30… Connected to 192.168.27.30. Escape character is ’^]’.

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On-premises with directory services (conditional DNS)

When the server is in an on-premises environment with directory services, the directory DNS server performs DNS resolution. Check the configuration on the local internal network. Check its address record on an active directory (AD) or local DNS server. Run the below commands on the command prompt for abc.safesquid.com
If the website is resolving to the local internal network e.g. (10.10.11.78,10.10.128.106) Configure conditional forwarding to the SafeSquid local caching DNS server. Go to the path: /etc/bind/ and create a file.
root@swg:/etc/bind# vim named.conf // This is the primary configuration file for the BIND DNS server named. // // Please read /usr/share/doc/bind9/README.Debian.gz for information on the // structure of BIND configuration files in Debian, BEFORE you customize // this configuration file. // // If you are just adding zones, please do that in /etc/bind/named.conf.local include “/etc/bind/named.conf.options”; include “/etc/bind/named.conf.local”; include “/etc/bind/named.conf.default-zones”; include “/etc/bind/safesquid.dns.conf”; include “/etc/bind/abc.safesquid.com”; Go to the path
And create a file
Add below lines
Command to restart bind9 service:
Verify whether the website is resolving to the local IP successfully or not.

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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