Content Filter

IT_Field_Support
IT_Field_Support Posts: 96  Ally Member
edited April 2021 in Security
Hi,

we have an issue with on of our many USG40w. Users are blocked from browsing internet because the Content Filter seems to be non working. The erreor is "service unavailble" on the user web access. In the log I can see an event type Alert :
connectivitycheck.gstatic.com : Service is unavailable, error code 10, Rule_id=8 (Content Filter)

we have a licence for the Content Filter, Firmware is 4.35.

How I can troubleshoot this ?

Thanks,

Davy



All Replies

  • IT_Field_Support
    IT_Field_Support Posts: 96  Ally Member
    Now we have the problem on an another router, any idea ?
  • itxnc
    itxnc Posts: 69  Ally Member
    edited April 2020
    On all of our routers. CF goes out briefly then comes back. Never have gotten a fix for it. But you can eliminate the access problem by setting the unavailable setting to Pass or Warn:


  • Jeremylin
    Jeremylin Posts: 166  Master Member
    As my setting on this part, since the database could not include and category all websites.
    configure Warm as these two parts, and check again

  • IT_Field_Support
    IT_Field_Support Posts: 96  Ally Member
    edited April 2020
    Hi guys,


    I made the change last friday from "block" to "pass" in case the CF is unavailable, thanks for your confirmation. It would be good to have more details about this issue by Zyxel...

    Davy
  • Hello ...
    any progress on that issue ?
    can we have something like a temporary cache  to validate when service is offline ?
  • Zyxel_Cooldia
    Zyxel_Cooldia Posts: 916  Zyxel Employee
    Hi @ AdilsonBernert,
    Thanks for the suggestion. The category service is real-time query to Content Filter server.
    You can follow Jeremylin suggestion to adjust action to “Pass” in Action When Category Server is unavailable.
  • Labber
    Labber Posts: 3
    Same issue here.  Any official comment on why the service is now unavailable the majority of the time?
  • Zyxel_Cooldia
    Zyxel_Cooldia Posts: 916  Zyxel Employee
    Sorry for inconvenience caused. we will check on the cloud server.
    We will share the finding once we have addressed the root cause.
    To avoid this symptoms happens again, you can add A DNS record on your device temporarily, the following guide for your reference.

    Add DNS A record at “CONFIGURATION > System > DNS ”
    FQDN:  webres1.zyxel.ctmail.com
    IP       : 216.163.188.49

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