47
Troubleshooting
378
Websense Web Security and Websense Web Filter
Check the Windows Event Viewer or websense.log file for error messages from
Filtering Service (see Troubleshooting tools, page 432).
Log off of TRITON - Web Security, restart Policy Server, and then restart
Filtering Service (see Stopping and starting Websense services, page 314).
Wait 1 minute before logging on to TRITON - Web Security again.
User Service is not available
When User Service is not running, or when Policy Server cannot communicate with
User Service, Websense software cannot correctly apply user-based filtering policies.
User Service may appear to have stopped if you restarted Policy Server after restarting
other Websense Services. To correct this issue:
1. Restart the Websense Policy Server service (see Stopping and starting Websense
services, page 314).
2. Start or restart Websense User Service.
3. Close TRITON- Web Security.
Wait 1 minute before logging on to TRITON - Web Security again.
If the previous steps do not fix the problem:
Check the Windows Event Viewer or websense.log file for error messages from
User Service (see Troubleshooting tools, page 432).
Navigate to the Websense bin directory (C:\Program Files\Websense\bin or /opt/
websense/bin, by default), and make sure that you can open websense.ini in a text
editor. If this file has been corrupted, replace it with a backup file.
High CPU usage on the Filtering Service machine
When the CPU on the Filtering Service machine is overloaded (whether by the
volume of processing being performed by Filtering Service, or by demands from other
software running on the Filtering Service machine), users may experience slow
browsing, as requests for sites take longer to process.
During times of peak CPU usage (exceeding 95%), Filtering Service may be unable to
process requests at all, leading to incorrect filtering.
To address this issue, start by using the Task Manager (Windows) or top command
(Linux) to determine which processes on the machine are causing CPU usage to peak.
Are there applications that could be run from another machine?
Can you move Filtering Service to a dedicated machine?
If Filtering Service is using a high amount of processing time:
Evaluate the amount of traffic being processed by Filtering Service. DNS lookups
can require a fair amount of processing time; you may want to install an additional
Filtering Service instance for load balancing.