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Very poor support by websense

September 26, 2012, 11:37 am
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The below is my mail to websense.  Still they cant resolve the issue, i will be switching to new product soon

I have spent almost 5 to 6 hour of my time with the various support team for the resolution and nothing achieved till. And I am sure it is a software issue the upgrade will resolve I am sure it is not a network related issue because nothing is changed in our network for the last one year and we don't have other issues in the network. I can see the troubleshooting sessions had lot of changes in many files and many settings files change and consumed more time. I am sure the upgrade will not take that much effort and time as a experienced support persons. Not sure what is the hesitations and risk and why it is not in the scope of support as we are eligible customer and it is your product. As a customer we are not expert in doing this and it will be difficult for us. Similar issue happened on our symantec antivirus server, and support team of symantec upgraded the software during the remote session based on our request and resolved the issue in one remote session within one hour time. I can send the symantec report to you if you want to know how others support is?  Why I am sayings this is I don't understand why websense is not doing this service to their customer. I am not happy at all the service of websense and the support is very poor in terms of my experience.  If you still not willing to help us and don't want us to use websens, please close this ticket and we will need to review our usage of wesense and might consider to switch to other vendor. They are ready to give their solution with competitor price. Note that since this bad experience, we might need to review our DLP solution to other vendor. No more explanation is required please close this ticket if you don't help us to upgrade our product remotely. I will forward all the corresponding upon the closing to the websense management and sales  for their understanding and for their future commitment to atleast other customers why thy can't do the remote upgrade service?

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Unable to connect to the Websense download server: DNS lookup failed

March 10, 2014, 11:38 am
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All of a sudden since late Friday, 3/7, my 7.8.1 Web Security installaiton gets this.  I rebooted the server.  When I use IE from the server, I can browse to any website.

How can I troubleshoot this?  Thank you!

Michael R.

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Home page blocked

March 11, 2014, 2:06 am
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Hello all,

We recently have been having an issue with the whole/inks of our home page being blocked (This webpage is not available appears after a delay), it not a filtering issue but a problem with our firewall.  Websense technical support have suggested some IP addresses we need to unblock but the problem persists every few days.

We believe the server/cluster which hosts our Cloud Security service has a range of IP's, all of which need to be unblocked.

Does anyone know where i can get this information as Websense technical support have been useless.

Thanks

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Wifi configuration in Websense

February 25, 2014, 2:33 pm
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When I am connected to my company's wifi how Websense does the filtering? How to check wifi network configuration in Websense?

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v5000 g2 appliance backup/restore

March 11, 2014, 5:05 am
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Can you backup the appliance configure in version 7.5 and restore it after a fresh 7.8 install?

 

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Alarm messages in Content Gateway by SMTP for virtual IP failover

March 12, 2014, 1:25 am
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Hello,

Acctually in version 7.8.1 there is no an alarm by SMTP  in Content Gateway when a node in the cluster fails and other node can assume the failed node's responsibilities.

The customer can not see when the node fails in a cluster environment and other node take the Virtual Ip address.

 

Thanks.

 

 

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Where is the Endpoint Installation Package?

March 12, 2014, 4:59 am
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Newbie question - sorry

I've clean installed Websense web filtering on a Windows 2008 R2 Server. But I can't work out from the documentation how to connect a client.

Do I just set the websense server as a proxy server in the browser settings? (This doesn't work for me)

Do I need a client installed on each machine - if so where do I download it from?

Many thanks

 

Daryl

 

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Websense Exploer Reporter Scheduler

February 21, 2014, 2:13 pm
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We are currently experiencing an issue where the Websense Reporter Scheduler will not start.  Not sure what the issue is, but so far my attempts to find a resolution in either the Knowledge Base or the Forums has failed. 

 

We are a 7.5 Triton Standalone instance and hotfixes are up to date.

 

Thanks

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Reporting on Quota Time Usage

March 12, 2014, 8:40 am
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We would like to have a report that allows us to report on the Quota time usage of users and the sites they were visiting during the quota time.

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rollback from 7.8.2 to 7.7.3

March 12, 2014, 10:01 am
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Is there a way to roll back the deploy of Triton 7.8.2 on windows ?  This deploy has caused an issues where one of my network agents will not longer start properly.  I have tried the various fixes for getting a network agent to respond and be able to attach to the console but nothing seems to work. 

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Time based policy assignment to user/Group/OU/IP

March 12, 2014, 5:51 am
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In our organization we get requests for allowing access to specific sites/categories for specific users/groups for a limited time window. We have configured specific policies for the same. Whenever such access is requested, we manually provision them, and maintain a track to revoke the same, after the requested time expires. It would be better to have an option to specify date and time while assigning the policy (Much like we can do while provisioning access by creating an Exception).

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Clobbered on a new installation

March 12, 2014, 12:29 pm
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I am doing a brand new WS 7.8 Installation and I performed all of the steps in the listed url

http://www.websense.com/support/article/kbarticle/How-to-Back-Up-and-Restore-the-7x-Policy-Database

I did everything the document wanted me to do, but I was not sure exactly what the "noclobber" option does.

This is a 7.8 Installation, I am copying the policy.wsdb over from a 7.7 server and everything seemed to go ok. I am not sure what went wrong but the policy server would not start after I performed these steps. Is NoClobber necessary to do in this type of scenario?

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Local GRE Tunnel Endpoint IP

March 12, 2014, 1:19 pm
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I'm in the process of performing a clean install of 7.8.2 because the 7.6.7 version we have in production is very unstable. The content gateway wccp section has an additional requirement when configuring service groups. It is called Local GRE Tunnel Endpoint IP Address and I dont really understand it too well. According to a KB, the requirements are below. Does this mean the tunnel endpoint IP is the P1 interface according to the last requirement:

If GRE is selected for Packet Forward Method or Packet Return Method, also specify Local GRE Tunnel Endpoint IP Addresses. These are Content Gateway tunnel endpoints for the associated Router IP Addresses.
A Local GRE Tunnel Endpoint IP Address:

Must be IPv4

Must be unique and not assigned to any device

Must be a routable IP address

Should reside on the same subnet as the proxy. If it is not, you must define a route for it.

Is not intended to be a client-facing proxy IP address

Is bound to the physical interface specified for the service group (on a V-Series appliance, eth0 = P1; eth1 = P2)

 

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WebSense RTM Client

January 14, 2014, 5:03 am
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After doing a Windows optional update this morning the WebSense RTM Client service will not continue to run.

When I start it, it will start OK and run for about a minute and then stop.

 

Any ideas/fixes would be much appreciated.

 

Eric

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is this still applicable to Websense 7.8? (Carrying over configuration and policy settings)

March 12, 2014, 1:27 pm
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It doesn't show 7.8 on here, if it is not applicable, can you please direct me to what is?

 

http://www.websense.com/support/article/kbarticle/How-to-Back-Up-and-Restore-the-7x-Policy-Database

 

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After installing and configuring Websense 7.8

March 12, 2014, 5:38 pm
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When I add my GC server and test the connection, I get the following

Unable to connect to the directory

I use the full distinguished name option with Active Directory Native mode.

I use account\domain name

I do not want to copy the policies from another server, I want to designate the policies on my own and use it as the new normal. Where am I going wrong here?

 

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Mixed versions of filtering agents?

March 13, 2014, 3:47 am
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Hi,

Our environment consists of a regional policy server, with a filter agent and network agent installed at each branch office (around 20), with most of these installed on Windows 2008 servers.  We have a few stragglers running on 2003, which we're just about to start replacing.  I understand Windows server 2012 is only supported on v7.8, which we're not at right now.

My question is, can I install the v7.8 filter agent on the new boxes and it work correctly with our existing policy server, or will I need to upgrade the policy server and all the other filter agents to 7.8 as well?

 

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Request for "Allow access" action for "File Blocking"-"File Types"

March 13, 2014, 5:10 am
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"Web Security"-"FileBlocking"-"FileTypes" classifications currently have actions of "Do not block" & "Block access".    Request an additional action of "Allow access".

Under a "File Type" option (such as "Executable Files")  we use use "Category Specific Blocking" where most categories are set "Block access".  Do have instances where we wish to set exceptions to allow our users access to that file type for a particular domain.

Have tried creating a Custom Category and adding the allowed domain.  For that File Type have set the created Custom Category to "Do not block".  Unfortunately the user is still blocked from accessing the file.  Assume the Category "Block access" setting is taking priority over the Custom Category "Do not block"  as per the "Web Category"'s precedence rules.

The "Allow access" action applied to a Custom Category should allow me to overide a general Category "Block access" for specific list of domains.

 

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Not able to Open or Manage cases online

March 14, 2014, 5:02 am
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Hi Websense,

Thanks for the products that you have and for the awesome tech support service that provided over the years.

Can you try to fix the online case creation experience better? it seams that it doesn't work .

Can't create a case nor manage the cases opened.

 

Besides that you i know that you guys are trying you best so keep it up.

Thanks and Best Regards,,

Yes

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How to preserve an installation and configuration

March 13, 2014, 5:06 pm
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Hello, I have just completed a major installation of Websense 7.8 on a Windows 2008 R2 64 Bit server. I made some mistakes along the way which required more overhead than I anticipated. Now I have it installed exactly as I want it, with all of the services and configuration. What I want to know now is how EXACTLY to preserver THIS configuration as a fail safe if something goes wrong and I want to go back to it. What do I need to do in order to preserve this installation and configuration? I want to be sure that if something like the policy server goes corrupt I will have means to restore it immediately.

Thank you

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