TRITON - Web Security Help, Version 7.7 - Websense

TroubleshootingThe on-premises and hybrid portions of your Websense Web Security GatewayAnywhere solution must communicate regularly to ensure consistent filtering andaccurate reporting.Sync Service may be prevented from accessing the hybrid service due to networkproblems, either affecting Internet or internal network connections.Use a browser or the ping utility to verify that the Sync Service machine canconnect to the Internet.Make sure that an HTTPS connection to the Internet can be established from theSync Service machine. Sync Service uses port 443 to connect to the hybridservice.Make sure that Sync Service can communicate with other on-premisescomponents in the network via ports 55830 and 55831.Also verify that there is not a problem preventing the hybrid service from acceptingthe Sync Service connection.Check the Hybrid Filtering Alerts table on the Status > Alerts page forinformation from the hybrid service.Make sure that administrators have been monitoring the email account providedas a contact address on the Settings > General > Account page for messages fromWebsense Technical Support.Hybrid service unable to authenticate connectionTRITON - Web Security Help | Web Security Solutions | Version 7.7.xIn hybrid filtering environments, Sync Service provides an account identifier eachtime it connects to the hybrid service to send or retrieve information. This identifier isunique to your organization, and updated each time the admin password changes.Under rare circumstances, possibly involving a serious problem with the PolicyDatabase, the connection between your on-premises software and the hybrid servicemay be lost. In these cases, you must request a security token, used to generate a newidentifier for your hybrid filtering account. The security token is sent to the contactemail address specified on the Settings > General > Account page in TRITON - WebSecurity.To request a new token:1. Click the Get Token button that appears next to the “unable to authenticateconnection” alert on the Status > Alerts page in TRITON - Web Security.2. Verify that you receive a success message stating that the request has been sent tothe hybrid service.3. Monitor the administrative email account associated with your hybrid filteringaccount. It may take some time for the request for a new security token to beprocessed.4. When you receive an email message from the hybrid service, go to the Settings >General > Account page in TRITON - Web Security.522 Websense Web Security Solutions