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 2019

    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 Moderator, 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.

  • hi, it happen to our watchguard M270 firmware OS v12.5.2,
    Error 'WebBlocker Service is not available'

    What to do, please help?

  • Almost every Error 'WebBlocker Service is not available' error I have gotten goes away on its own after a few minutes. Maybe check your DNS servers to make sure that they are resolving quickly.

    Gregg Hill

  • edited June 5

    We used google dns, 8.8.8.8 and 8.8.4.4 and nothing happen, still, Error 'WebBlocker Service is not available'

    Until now, we need to disable the web blocker to enable the browsing.
    is there any way to resolve the web blocker issue?

    I tried to install WB server , but it only support V12.1 below

  • What WB type are you using?
    WB Cloud is the only one supported
    The SurfControl has been terminated

    WebBlocker Server version 1.0 Available for Fireware 12.2
    https://www.watchguard.com/wgrd-blog/webblocker-server-version-10-available-fireware-122

    From the V12.2 Release Notes:
    WebBlocker Server with SurfControl End of Life
    The local WebBlocker Server with SurfControl is not supported in Fireware v12.2. If you use Policy Manager v12.2 to save a configuration file to a Firebox that runs v12.1.x or lower and uses a local WebBlocker Server with SurfControl, the configuration file will be automatically updated to use WebBlocker Cloud.
    If you want to continue to use the local WebBlocker Server with SurfControl, save your configuration file with Fireware Web UI or Policy Manager v12.1.x.
    It is important to understand that, after 30 November 2018, all new and cached queries made to the WebBlocker Server with SurfControl will return uncategorized responses.

  • We are using web blocker cloud and our watchguard M270 firmware OS upgraded to V12.5.2.

    DNS 8.8.8.8, and 8.8.4.4

  • Time for a support incident

  • Thank you Bruce, We will send this cases to online support.

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