Error 'WebBlocker Service is not available'

During the past couple of months we seem to have experienced this same error for varied websites. Although intermittent and varied in the websites it occurs to.
User receive this error within their browser.

Request Denied by WatchGuard HTTP Proxy.
Reason: service unavailable helper='Webblocker service is not available' details='Default-WebBlocker' Please contact your administrator for assistance.
More Details:
Method: GET
Host: (depends on which site being accessed)
Path: (depends on which site being accessed)

It seems to be that the HTTP proxy is functioning OK & the issue is the box contacting the cloud based Web Blocker service.
Is there anything we can do to prevent this occuring?

Comments

  • You can install a local WB server instead of relying on access to WB cloud.

    About the On-premises WebBlocker Server
    https://www.watchguard.com/help/docs/help-center/en-US/Content/en-US/Fireware/services/webblocker/wb_onprem_about.html

  • RalphRalph WatchGuard Representative

    Hello RClarke,

    DNS plays a big role in getting categorization requests out in a timely fashion. See below Kbase article with some things to check when troubleshooting the service.
    I would first check what other logs the service is emitting at the time. If your device is logging to a log facility such as Dimension, search Event and Debug type logs for logs matching "webblocker". This should shed more light on the reason behind the error message you posted. It's usually either a resolution issue or categorization requests are taking too long.

    http://watchguardsupport.force.com/publicKB?type=KBArticle&SFDCID=kA2F00000000LRpKAM&lang=en_US

  • edited October 8

    delete

  • I'm running into this issue after going from an m400 to an m370 (same config and version) FW 12.5.1. Here's the diag logs from dimensions.

    2019-10-08 09:13:05
    FWStatus, categorize_url: curl returned error: Operation timed out after 30001 milliseconds with 0 bytes received, pri=3, proc_id=webblocker, msg_id=
    2019-10-08 09:13:05
    FWStatus, categorize_url: curl returned error: Connection timed out after 30001 milliseconds, pri=3, proc_id=webblocker, msg_id=
    2019-10-08 09:13:05
    FWStatus, result_hdlr: cloud server errors exceeded the limit:'5', marking the cloud server inactive, pri=3, proc_id=webblocker, msg_id=
    2019-10-08 09:13:06
    FWStatus, categorize_url: curl returned error: Connection timed out after 30000 milliseconds, pri=3, proc_id=webblocker, msg_id=
    2019-10-08 09:13:21
    FWStatus, scan_wb: server:'Global' is currently inactive, pri=3, proc_id=webblocker, msg_id=

  • James_CarsonJames_Carson WatchGuard Representative

    @phanaaekIT
    Your specific log is telling us that we were able to resolve a webblocker server, but didn't get a response from it for some reason, after 30 seconds.

    I'd suggest opening a support case if this didn't resolve itself, so that they can look into what's happening more deeply.

    -James Carson
    WatchGuard Customer Support

  • The issue went away the next day.

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