Web Site Won't Load When Going Through the Proxy

[Wavecrest Support]

There are various reasons why a particular web site may not load completely or at all when going through the proxy.

Below are some scenarios and actions you take to try to resolve the issue.


1) Suddenly, users can not reach an internal site. They could last night. What happened? This may be a DNS issue. The product keeps DNS information for 24 hours before it drops it and refreshes the cache. If the name or IP of a particular site changed within the 24 hours, users may not be able to reach it through the proxy until the cache refreshes. If this happens, try restarting the product service, which will cause an immediate refresh of the cache and start accepting new DNS information.

2) Users are getting asked for authentication when trying to reach a site through the proxy, but they don't get prompted if I remove the proxy settings. The sites that do this are challenging the login name for authentication. They do not issue this challenge for IP addresses. Our product does not authenticate, so it sends the request for authentication of the login name back to the site. Obviously, many people still want to use login names for reporting, so to address this occasional issue we have added a hidden screen to the product. Should you experience this issue, type http://127.0.0.1:7999/advancedsettings/proxysettings/index.html into your Cyfin browser address bar (replace 127.0.0.1 with the IP address of your Cyfin machine). Once on the hidden screen, go to Bypass Authentication. Type in the domain of the site that is prompting users (you can add more than one). Click Submit to save the change when done. This will bypass authentication only for the sites entered here, thus eliminating the login prompt while still having users pass through the proxy.


3) A site simply won't load when going through the proxy. I get "Page Not Found" or a similar message. Can you reach it when you remove the proxy settings and go Direct to the internet? If it still will not load, the issue may exist in your network. It might also be the site itself, but if you can't reach the site going direct then it is not the proxy. If it does load only when going direct, you should get profiling information and send it to Support. Put the proxy back into the browser settings, and follow these steps:
1. Go to Help-->Profiling and select the "medium" option. Click submit.
2. Try to access the problematic site (using a browser pointed to Cyfin).
3. Once the error is apparent, go to Help-->Profiling and select the "off" option. Click submit.
4. Email the following file to support@wavecrest.net.

'..\wc\cf\log\sprofile.htm'

Please include the username or IP that was used to access the site and the name or URL of the site in question.
Support will respond to you after examining the file.
_________________
Email support@wavecrest.net
Toll-free 877-442-9346 (US and Canada)
Direct 321-953-5351
International 001-321-953-5351 (outside US and Canada)
Fax 321-953-5350