Troubleshooting: Unable to Access a Website Due to URL or Domain Whitelisting

Version Affected: All Versions
 
 

Overview

You may be unable to access certain websites or links within your workspace due to network restrictions, and see an error indicating the website cannot be reached (for example, "This site can't be reached").

Cause

This happens when the requested website or domain has not been added to your organization's whitelist, when network policies restrict access to unapproved URLs, or when you have not yet obtained authorization to access the site.

Resolution:

To request that a URL be whitelisted:

1. Submit a request in writing or through your formal ticketing system. The request must come from your supervisor or project manager (or be submitted by you and CC'd to them for approval), and should include the project name and the URL(s) to be whitelisted.
2. Your Helpdesk will verify the request -- confirming your authorization and checking with your supervisor or project manager that the requested URLs are necessary -- before proceeding.
3. Once verified, your Helpdesk will add the URLs to the whitelist, confirm they are properly formatted and do not violate any network or security policies, and document them for tracking purposes.
4. Your Helpdesk will test the newly whitelisted URLs to confirm they are accessible, then notify you once whitelisting is complete.

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.