The purpose of this article is to provide initial troubleshooting steps when a health check is failing.
The first thing we want to do when we have a failing health check is try to force a health check manually while capturing traffic in a packet capture so that we can see what happened during the connection attempt. This can be done as follows:
Go to Maintenance > Service Information > Packet Captures
Apply packet capture filter depending on the health check that has issues. Some examples:
For an Authentication realm health check: "port 53 or port 88 or port 389" For an ICAP or Forwarding host health check: "host 184.108.40.206" (220.127.116.11 being the ICAP or forwarding server's IP) For DRTR health checks: "host webpulse.es.bluecoat.com"
Start the capture
Go to Configuration > Health Checks > Select the failing health check and click on "Perform Health Check" once (letting it finish).
Stop the capture
Send the In order to send information to Symantec Technical Support:
-Go to Maintenance > Service Information > Send Information > Send Service Information tab -Enter the case number -Check the Packet Capture, Sysinfo and Event Log before clicking Send.
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