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Problem

Possible Solutions

An end-user did not receive the Welcome email from the Web Security service.

  • Validate user/email exists in Admin Portal (Policies > Users).
  • Check the end-user “Spam” folder.

An end-user cannot set the initial password

  • Validate that the password is 8 or more characters in length.
  • Validate retype.
  • Validate user/email exists in Admin Portal (Resources > Users).

An end-user cannot login to the Web Security service.

  • Click “Forgot Password” to send a new forgot password link to the end-user, and ask the user to reset the password.

After logging on to the Web Security service, end-user cannot check the “I agree” checkbox on the “Acceptance Use Policy” (AUP) page.

  • Try to check it after logging in using a different browser.
  • Report back to the Web Security Service Support (see contact details below).

After the end-user checked the AUP flag, and click next, user was not able to browse to the original URL.

  • Refresh the browser.
  • Restart the browser.
  • Try to access the Web Security service using a different browser, and report back to Web Security Service Support (see contact details below).

Every URL requires login to the Web Security service.

  • Try to access the Web Security service using a different browser and report back to the Web Security service support (see contact details below).

End-user cannot browse to a certain URL.

  • Check the policy and protection rules applied to the specific user.

Some content is blocked.

  • Check the policy and protection rules applied to the specific user.
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