Contacting Technical Support for database download issues

Web Security Help | Web Security Solutions | Version 7.8.x

If you are still experiencing Master Database download problems after completing the troubleshooting steps in this Help section, send the following information to Websense Technical Support:

The exact error message that appears in the Database Download dialog box

External IP addresses of the machines attempting to download the database

Your Websense subscription key

Date and time of the last attempt

Number of bytes transferred, if any

Open a command prompt and perform an nslookup on download.websense.com. If connection to the download server is made, send the IP addresses returned to Technical Support.

Open a command prompt and perform a tracert to download.websense.com. If connection to the download server is made, send the route trace to Technical Support.

A packet trace or packet capture performed on the Filtering Service machine during an attempted download.

A packet trace or packet capture performed on the network gateway during the same attempted download.

10.

The following files from the Websense bin directory (C:\Program Files or Program Files (x86)\Websense\Web Security\bin or /opt/Websense/bin/, by default): websense.ini, eimserver.ini, and config.xml.

Go to support.websense.com/ for Technical Support contact information.