v7.5: Using DC Agent : DC Agent troubleshooting (general)

DC Agent troubleshooting (general)

Topic 50201 / Updated: 26-May-2010

Applies To:

Websense Web Filter 7.5 Websense Web Security 7.5

Overview

If you are using DC Agent for transparent identification, but it doesn't seem like user and group clients are being filtered properly, use the steps below to identify the source of the problem.

Locate error messages

To start troubleshooting DC Agent user identification problems, start by assessing the status of the Websense DC Agent service:

1.	On the DC Agent machine, open the Windows Services dialog box (Start > Administrative Tools > Services) and make sure that the Websense DC Agent service has started. If the service has stopped, right-click the service name and attempt to start it.

Regardless of whether the service starts, was already started, or refuses to start, continue with the next step.

2.	Open the Windows Event Viewer (Start > Administrative Tools > Event Viewer) to look for error messages and warnings from the Websense DC Agent service.

The most common DC Agent errors are:

ERROR_BAD_NETPATH, which indicates a network communication issue.

ERROR_ACCESS_DENIED, which indicates a permissions issue. Although they do not make any changes to the domain, both Websense DC Agent and Websense User Service must run with domain administrator privileges. If you suspect a permissions issue, you can enable directory service auditing to find out what user and group information Websense software is trying to access.

See DC Agent errors (post-installation) for troubleshooting steps for both of these issues.

Make sure that users are being identified correctly

To ensure that users are being identified correctly, start with the following procedure:

1.	Log on to a machine whose users do not appear to be getting identified properly.

2.	Open a browser and navigate to 4 or 5 distinctive Web sites.

3.	Go to the DC Agent machine and check the Windows Event Viewer for error messages. If error message appear, see DC Agent errors (post-installation) for troubleshooting suggestions.

4.	If there are no errors, open TRITON - Web Security and use investigative reports to see if your Internet activity (in step 2) is being logged to the correct user.

If the correct user name appears associated with the requests, there may be a policy configuration issue, rather than a user identification issue. Use the Check Policy tool in TRITON - Web Security to troubleshoot the issue.

If the user name is incorrect, see DC Agent doesn't see some or all users.

If no user name information appears, verify that the Websense DC Agent and Websense User Service components are able to communicate with your directory service.

You can also use the TestLogServer utility, installed on the Log Server machine, to verify that user names are being recorded correctly. Note that using TestLogServer requires that Log Server be stopped. Perform this test during a low-traffic period.

1.	On the Log Server machine, stop the Websense Log Server service.

2.	Open a command prompt and navigate to the Websense bin directory (C:\Program Files\Websense\bin, by default).

3.	Run TestLogServer.exe. This tool runs on port 55805, listening for data sent by Filtering Service and displaying the data to the terminal.

4.	Go to another (filtered) machine, log on, open a browser, and navigate to 2 or 3 sites.

5.	Return to the Log Server machine and check the information displayed by TestLogServer.

If the correct user name appears associated with the requests, there may be a policy configuration issue, rather than a user identification issue. Use the Check Policy tool in TRITON - Web Security to troubleshoot the issue.

If the user name is incorrect, see DC Agent does not see some or all users.

If no user name information appears, verify that the Websense DC Agent and Websense User Service components are able to communicate with your directory service.

6.	Enter Ctrl + C to stop TestLogServer.

7.	Restart the Websense Log Server service.

v7.5: Using DC Agent : DC Agent troubleshooting (general)