accessible but chatbot responses blocked?

edited October 2023 in Firebox - Other

Trying to figure out what is causing responses to be blocked. A client wants to potentially implement but when we go to the website, its accessible, but when we talk to the AI we are talking to a wall. Dropping onto the guest network has the same issue. However, dropping onto a hotspot allows us to chat with the AI.

Problem is, I've look through HTTPS, Geolocation, HTTP policies and proxy policies and watched traffic monitor and nothing is obvious as to what is blocking it. Application control isn't used, Web blocker is only used on the guest network. There are no denies showing in traffic monitor.

I have tried whitelisting the domain in geolocation to be safe, HTTPS allow under domain names for skipping content inspection, HTTP proxy, but I'm just stumped.

I even tried it on another client's location and the chat works perfectly, but then I discovered that client doesn't use Proxy rules (which I suspect may be the issue). So something is blocking that traffic/responses.

Any direction or thoughts?


  • james.carsonjames.carson Moderator, WatchGuard Representative

    Hi @Gakusei
    I would suggest using the developer tools in your web browser to see what pages your website is actually going to. Chances are there's a resource it's trying to use that you're not accounting for in your proxy.

    (If you push F12 in Chrome/Firefox, and go to the Sources tab, then load the page the system will display what pages are being accessed.)

    -James Carson
    WatchGuard Customer Support

  • Hello, @james.carson

    I did so and I do not see any other pages other than the terms and conditions (which I also whitelisted just in case). Then I decided to bypass the proxies for this specific website via http and https from a test machine IP to . The chat is still being blocked, and yet I am still not seeing anything in the traffic monitor suggesting anything is being blocked. I also excluded under http proxy exclusions. Is something else in the firewall potentially blocking the chat function from working that may be outside the policies?

    Any other ideas?

  • Is there any other action we can take on this? Would an official support request be something that can help resolve this, or is this outside of the scope of those?

  • james.carsonjames.carson Moderator, WatchGuard Representative

    Hi @Gakusei If you're unable to find the resource(s) the site is using, a support request would be the next step.

    -James Carson
    WatchGuard Customer Support

  • Thank you, James. I will do so.

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