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Unable to contact URL categorization service

Andy Smith over 5 years ago

First time in over 2 years that I've seen this issue. None of our 3 proxy servers are able to connect to the URL categorization service.

Unlikely to be an internal issue as all other connectivity is fine. Is this a Sophos outage and is anyone else experiencing it?

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0 Andrew Meek over 5 years ago

Still seeing this service flapping, anyone else still having a few problems despite support saying all resolved?
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0 Gavin Harding over 5 years ago in reply to Andrew Meek

We are still getting intermittent connections issues so still not 100% resolved.
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0 Andrew Meek over 5 years ago in reply to Gavin Harding

Thanks Gavin, same overnight we are seeing new alerts through. Tests this morning have passed but they look like new not historical notifications.

Looks to be flapping.
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0 WendyCooke over 5 years ago in reply to Andrew Meek

We are having the same - tests show ok but still getting the Connection to URL categorization service error alerts.
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0 Gavin Harding over 5 years ago in reply to WendyCooke

We are having the same
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0 Andrew Meek over 5 years ago in reply to Gavin Harding

We are still having the same, as of 11:40am BST
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0 Andrew Meek over 5 years ago in reply to WendyCooke

SophosSupport just replied to me on Twitter saying there are no remaining issues, open a case if still having problems. Have referenced this article to them. A bit like Sophos saying yesterday they were not aware of any issues, 1 hour after this forum was already busy with multiple reports.
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0 Gavin Harding over 5 years ago in reply to Andrew Meek

we still have issues event though the connectivity is testing ok

	Connection to URL categorization service	08/13/2019, 11:38 AM	The appliance has failed to reach the URL categorization service for more than 10 minutes. You must resolve this issue in order to get correct policy results.
	Connection to URL categorization service	08/13/2019, 07:49 AM	The appliance has failed to reach the URL categorization service for more than 60 minutes. You must resolve this issue in order to get correct policy results.
	Connection to URL categorization service	08/13/2019, 06:59 AM	The appliance has failed to reach the URL categorization service for more than 10 minutes. You must resolve this issue in order to get correct policy results.

0 Andrew Meek over 5 years ago in reply to Gavin Harding

Has anyone on this thread had the continued alerts investigated and resolved by Sophos, the same as reported by Gavin above with tests passing but appliances still firing through alerts?
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+1 GregH over 5 years ago in reply to Andrew Meek

Hi All, We have seen some appliances continue to send alerts even though the categorization (and connection test) are now working successfully. A reboot of the appliance should clear this, however if this does not work for you, or a reboot is not practical, then contact Sophos Support as they do now have a process to reset the alerting via the Support Access tunnel.
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+1 GregH over 5 years ago in reply to Andrew Meek

Hi All, We have seen some appliances continue to send alerts even though the categorization (and connection test) are now working successfully. A reboot of the appliance should clear this, however if this does not work for you, or a reboot is not practical, then contact Sophos Support as they do now have a process to reset the alerting via the Support Access tunnel.
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