Using the Realtime Log Viewer

• Realtime Log Lines can help you resolve an incorrectly blocked or broken webpage or an app that is malfunctioning.

Situation

A webpage or app is blocked or appears to be "broken" -- some content is not loading at all, or the text/pictures/icons are not displaying correctly.

How to Troubleshoot

1. Identify your filter username (Remote Device) or your IP address (Local Device)
2. Visit the Realtime Log Viewer in the DrawBridge Console as shown in the screenshots below
3. Enter your Remote Device filter username or IP address and tap Refresh Line Stream
4. Back to the browser with the broken website or the app that won't load correctly, tap the page reload button or close the app and reopen it
5. Watch the Realtime Log Viewer and identify the blocking traffic

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Resolution

Add the domain(s) in question to the Always Allow via the Access Policy Dashboard Allow / Website button, reloading the filter as-needed to apply the changes. See HowTo doc: Allow or Block a specific Website.

Sometimes a URL needs to be bypassed from the filter

In addition to checking for Blocked URLs you should also check the TLS Log for URLs that have an "error in handshake" or "EOF" message. If you want to get those URLs working then you will need to add them to the Bypass Filter policy.

Permissions Note: Some Accountability Policies may restrict the ability to Allow a website or category and/or to Bypass a website from filtering. In such a case, you will either not be given the option to Allow a website or category and/or to Bypass the Filter, or you will receive a permissions related error message.

Should this page be fixed for all Compass customers?

If the problem you encountered is likely to affect more customers, feel free to send links or screenshots of the broken webpage to support@compassfoundation.io with the details. The Page Classifying team will review the data for possible inclusion in a ruleset update.