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💻Safetica On-Prem/Cloud: How to resolve issues with web resource inaccessibility and collect logs

This article provides a guide on how to proceed in case of issues related to web resources.

 

Applies to: Safetica On-Prem

 

In this article, you will learn more about:

 

 


Requirements

1. Safetica Console

2. Review exceptions for Safetica in your other security solutions: How to set up exceptions for Safetica Client in your antivirus

 

 

 

Exclude trusted websites

If Safetica disrupts access to a trusted website that doesn’t need protection, admins can whitelist it. Websites or IP addresses can be excluded from SSL/TLS inspection so that Safetica will not affect their secured communication. This is particularly useful for websites that require specific certificates or use HTTP/3. This ensures uninterrupted access for users while maintaining overall security.

✍️Use case: Troubleshooting issues when a well-established website cannot be accessed by users with installed Safetica Client.

Examples of trusted websites: Government portals, banking websites.

 

How to exclude a trusted website

  1. In Safetica console, go to Settings > Protection exclusions.
  2. Click Exclude and go to the Websites tab.
  3. Enter the domain name or IP address of the websites you want to exclude.
  4. Click Exclude website.
  5. The websites will be added to the Protection exclusions list.

✍️Tips:

  • Add multiple websites at once, separated by a comma.
  • You can exclude domain names and IP addresses:
    • IP addresses, including ports (e.g., 192.168.10.10 or 192.168.10.11:443).
    • CIDR ranges or subnet masks (e.g., 192.168.0.0/24).
    • Domains and subdomains (e.g., google.com or maps.google.com)
    • Entire domains with all subdomains using wildcards (e.g., *.office.com).
  • URLs with protocols or directories are ignored (e.g., https://www.company.com or company.com/our-profile).

 

 


Collecting logs:

  1. In Safetica Console, go to Devices > Detaill > right-click > choose Run Troubleshooting and wait for activation.



  2. Run STSupportTool.exe. You can find it either:
    • on the affected device in C:\Program Files\Safetica\Tools, or
    • on the Safetica Server in C:\Program Files\Safetica Management Service\Tools
  3. Click Create application issues report.
  4. Check the Network monitoring logs checkbox and click Run.
  5. Reproduce the issue. Once done, click Reproduced and wait for the monitoring to finish.
  6. Click Report, describe the issue, and proceed by clicking Next.
  7. Finish the wizard and upload the obtained .sfx output to upload.safetica.com.