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TRITON - Web Security Help 
431
Troubleshooting
Hybrid service unable to authenticate connection
In hybrid filtering environments, Sync Service provides an account identifier each 
time it connects to the hybrid service to send or retrieve information. This identifier is 
unique to your organization, and updated each time the WebsenseAdministrator 
password changes.
Under rare circumstances, possibly involving a serious problem with the Policy 
Database, the connection between your on-premises software and the hybrid service 
may be lost. In these cases, you must request a security token, used to generate a new 
identifier for your hybrid filtering account. The security token is sent to the contact 
email address specified on the Settings > General > Account page in TRITON - Web 
Security.
To request a new token:
1. Click the Get Token button that appears next to the “unable to authenticate 
connection” 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 to 
the hybrid service.
3. Monitor the administrative email account associated with your hybrid filtering 
account. It may take some time for the request for a new security token to be 
processed.
4. When you receive an email message from the hybrid service, go to the Settings> 
General > Account page in TRITON - Web Security.
5. Scroll down to the Hybrid Filtering section of the page and enter the Security 
token provided in the email message,
6. Click Connect.
The temporary token is verified and used to resume communication between Sync 
Service and the hybrid service.
Missing key hybrid configuration information
In hybrid filtering environments, Sync Service provides an account identifier each 
time it connects to the hybrid service to send or retrieve information. This identifier is 
unique to your organization, and updated each time the WebsenseAdministrator 
password changes.
Under rare circumstances, possibly involving a serious problem with the Policy 
Database, the connection between your on-premises software and the hybrid service 
may be lost. In these cases, you must request a security token, used to generate a new 
identifier for your hybrid filtering account. The security token is sent to the contact 
email address specified on the Settings > General > Account page.
If you receive the alert message, “Missing configuration information; connection to 
hybrid filtering lost,” either no contact email address has been provided, or the contact 
email address is no longer valid.
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Troubleshooting
432 
Websense Web Security and Websense Web Filter
In this case, in order to maximize the security of your organization’s private data, you 
must contact Websense Technical Support directly to update your hybrid filtering 
account.
Troubleshooting tools
The Windows Services dialog boxpage 432
The Windows Event Viewerpage 432
The Websense log filepage 432
The Windows Services dialog box
On Microsoft Windows machines, Filtering Service, Network Agent, Policy Server, 
User Service, and all Websense transparent identification agents run as services. You 
can use the Windows Services dialog box to check the status of these services.
1. In the Windows Control Panel, open the Administrative Tools folder.
2. Double-click Services.
3. Scroll through the list of services to find the service you are troubleshooting.
The service entry includes the service name, a brief service description, the 
service status (started or stopped), how the service starts, and what account the 
service uses to perform its tasks.
4. Double-click a service name to open a properties dialog box with more detailed 
information about the service.
The Windows Event Viewer
The Windows Event Viewer records error messages about Windows events, including 
service activities. These messages can help you identify network or service errors that 
may be causing Internet filtering or user identification problems.
1. In the Windows Control panel, open the Administrative Tools folder.
2. Double-click Event Viewer.
3. In the Event Viewer, click Application for a list of error messages, warnings, and 
informational messages.
4. Scroll through the list to identify errors or warnings from Websense services.
The Websense log file
Websense software writes error messages to the websense.log file, located in the 
Websense bin directory (C:\Program Files\Websense\bin or /opt/Websense/bin, by 
default).
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TRITON - Web Security Help 
433
Troubleshooting
The information in this file is comparable to that found in the Windows Event Viewer. 
In Windows environments, the Event Viewer presents messages in a more user-
friendly format. The websense.log file, however, is available on Linux systems, and 
can be sent to Websense Technical Support if you need help troubleshooting a 
problem.
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Troubleshooting
434 
Websense Web Security and Websense Web Filter
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A
accessing TRITON - Web Security, 17, 275
account information
configuring, 30
hybrid filtering, 164
actions, 44
Block, 44
Block File Types, 45
Block Keywords, 45
Confirm, 45
Permit, 44
Quota, 45
selecting for presentation reports, 104
active content
removing, 154
Active Directory
hybrid configuration, 172
Native Mode, 64
ActiveX content
removing, 154
Add
category filter, 49
custom LDAP groups, 68
keywords, 208
limited access filter, 197
policies, 76
protocol filter, 51
adding
Always Scan or Never Scan list entries, 156
category filters, 49
clients, 69
email domains (hybrid), 188
file types, 224
filtered locations, 165
limited access filters, 197
policies, 76
protocol filters, 51
to Websense-defined protocols, 220
unfiltered destinations, 168
administrative roles, 268
administrators, 268
accessing TRITON - Web Security, 282
adding to role, 288, 291
concurrent access to same role, 296
conditional policy permissions, 270
delegated, 271
deleting from role, 288
Filter Lock, effects of, 297
in multiple roles, 272, 291, 296
notifying of responsibilities, 275
overview, 269
permissions, 269
permissions, setting, 288, 292
reporting, 278, 296
reporting permissions, 270, 289
Super Administrator, 269
tasks for delegated, 276
tasks for Super Administrator, 272
tracking changes made, 313
unconditional policy permissions, 270
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viewing role definition, 278
Websense user accounts, 281
alerts, 322
category usage, 316
category usage, adding, 320
category usage, configuring, 320
configuring limits, 317
configuring methods, 317
email, 318
Health Summary, 22
methods for sending, 316
pop-up, 318
preventing excessive, 317
protocol usage, 316
protocol usage, adding, 322
protocol usage, configuring, 321
real-time database updates, 323
Real-Time Security Updates, 323
SNMP, 318
system, 316
system, configuring, 319
Websense health, 322
alternate block messages, 92
Always Scan list
adding sites, 156
deleting entries, 156
anonymous logging, 338
applets
quota time, 46
application scanning, 152
Apply Policy to Clients, 79
Apply to Clients, 77
ASCII characters, extended
searching investigative reports, 418
audit log, 313
authentication
selective, 236
B
backing up Websense data, 324
backup files
naming, 324
storing, 328
backup utility, 324
command reference, 330
configuration file, 328
running, 327
scheduling backups, 326
stopping scheduled backups, 330
bandwidth
larger than expected, 414
logged for blocked requests, 121
managed by Content Gateway, 222
managed by Network Agent, 221
managing, 221
setting limits, 222
used by categories, 221
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used by protocols, 221
Bandwidth category, 40
bandwidth logged, blocked requests, 129
bandwidth savings
History page, 25, 28
bar chart, 122
Block, 44
File Types, 45
Keywords, 45
Block All filter, 54
and filtering precedence, 80
block messages
changing frame size, 89
creating alternate, 92
creating custom, 88
customizing, 87
for file types, 223
protocol, 86
block pages, 85
changing logo, 89
content variables, 90
Continue button, 45
password override, 46
reverting to default, 91
source files, 87
Use Quota Time button, 45
blocked and locked, 297
categories, 298
file types, 298
keywords, 298
protocols, 299
blocked requests
bandwidth logged, 121
blocked requests, bandwidth logged, 129
blocking
based on keyword, 208
file types, 223
posts to some sites, 213
protocols, 215
blocking NIC, 365
BlockMessageBoardPosts, 213
browse session, 347
browse time
Internet (IBT), 98, 347
bypassing decryption, 160
C
cache file
logging, 340
cached changes, 21
catalog
database, 342
report, 99
categories
added to Master Database, 40
adding custom, 206
Bandwidth, 40
bandwidth usage, 221
custom, 203
defined, 32, 38
editing custom, 203
Extended Protection, 41
list of all, 39
locking for all roles, 297, 298
logging, 337
Productivity, 40
renaming custom, 205
Security, 41
selecting for presentation reports, 103
Special Events, 40
categorizing content, 149
Category Bypass settings, 160
category filters, 48
adding, 77
creating, 49
defined, 37
duplicating, 48
editing, 50
renaming, 50
templates, 49, 54
category management, 202
category map
User Activity Detail report, 132
category usage alerts
adding, 320
and logging, 337
configuring, 320
deleting, 320
changes
caching, 21
reviewing, 21
saving, 21
changing roles, 270
changing URL category, 211
character set
MBCS, 370
character sets
used with LDAP, 67
charts
choosing for Today page, 25
Current Filtering Load, 23
Filtering Service Summary, 24
History page, 26
Today page, 23
Today’s value, 22
Check Policy
Find User, 228
Check Policy tool, 227
CLI, Directory Agent, 429
clients, 59
adding, 69
administering, 60
applying policies, 59
assigning policies, 77, 79
computers, 59, 61
editing, 70
groups, 62
move to role, 71
networks, 59, 61
selecting for presentation reports, 102
users, 59, 62
clients, managed, 268
adding in roles, 275
applying policies, 280
assigning to roles, 278, 289, 292
deleting from roles, 289, 295
in multiple roles, 278, 292
moving to role, 273
overlapping roles, 293
columns
for detail investigative reports, 127
combining
hybrid and on-premises filtering, 163
components, 302
DC Agent, 305
Directory Agent, 306
eDirectory Agent, 306
Filtering Plug-In, 306
Filtering Service, 303
Linking Service, 306
Log Database, 305
Log Server, 305
Logon Agent, 306
Master Database, 304
Network Agent, 303
Policy Broker, 303
Policy Database, 303
Policy Server, 303
RADIUS Agent, 306
Remote Filtering Client, 180, 304
Remote Filtering Server, 180, 304
Sync Service, 306
TRITON - Web Security, 304
Usage Monitor, 304
User Service, 305
Websense Content Gateway, 304
Websense Security Gateway, 304
computers
clients, 59
conditional policy permissions, 270
conditional Super Administrator, 270
Configuration utility
accessing, 339
Log Server, 339
configuring Log Server, 334
Confirm, 45
in multiple Policy Server environment, 308
console mode
eDirectory Agent, 390
consolidation
and full URL logging, 346
and Internet browse time, 414
log records, 334
contacting technical support, 29
content
categorization, 149
threat scanning, 151
Content Gateway, 304
content stripping, 154
Continue button, 45
copy
presentation reports, 100
Copy to Role, 200
filters, 49
policies, 75
copying
category filters, 48
limited access filters, 48
presentation reports, 100
protocol filters, 48
creating
category filters, 77
limited access filters, 77
policies, 76
protocol filters, 77
Current Filtering Load chart, 23
custom block messages, 88
custom categories, 203
adding, 206
creating, 202
editing, 203
renaming, 205
custom LDAP groups, 67
adding, 68
editing, 68
managing, 286
custom logo
block pages, 89
presentation reports, 101, 106
custom protocols, 214
creating, 219
editing, 216
identifiers, 217
renaming, 218
unable to create, 405
custom URLs
defined, 209
filtering precedence, 209
customer support, 35
customize
block messages, 87
History page, 27, 28
Today page, 24, 25
D
database
catalog, 342
for scanning, 157
Log Database, 342
Log Database jobs, 342
Log Database partitions, 342
maintenance job, 348
Master Database, 32
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