Technical Details

• A. Observed Issues when Geo-IP Filtering is enabled

  When the Web filtering module queries the Trend rating servers on the cloud and Akamai CDN returns an IP range blocked by the customer firewall due to geopolitical concerns, the Worry-Free agent will wait for the Web filtering module querying timeout (default is 10 seconds) before it will bypass the query and allow the browser to load the browser content. This is experienced by the user as a general delay of 10 seconds for every page being loaded.

   

  Working with Akamai (Trend Micro's third-party content provider which provides localized cache servers that are geographically located close to the user's system), It was found out that there has been an in-country rate drop since July 2023 where users may have to get IP outside their country which contributes to the slow browsing.

   
• B. Browser Timeout

  A browser's default timeout is 30 seconds. Sometimes, the Web filtering module Inter-Process Communication with the agent results in a long wait time (which usually takes more or less 20 seconds) for a page to load.

   

  In some scenarios, Issue A's delay of 10 seconds, when paired together with Issue B's delay (which usually takes more or less 20 seconds) might add to a total wait time of more than 30 seconds, amplifying the web browser timeout occurrence. Hence field reports of slow browsing are more consistent, especially on customers with Geo-IP filtering enabled while those with web browser timeout are intermittent.

   

Solution

Akamai made some network modifications to increase in-country rate connection alleviating slow browsing issues.

For those customers who have their Geo-IP Filtering enabled, proceed on applying firewall exceptions to Trend Micro Rating Server's Global Akamai components listed below:

• *.trendmicro.com
• WRS/URL Filtering Official Components URL list

The issue with the Browser loading delays which leads to timeout has been fixed on Agent Version 6.7.3578 / 14.3.1105.

For more questions and support assistance, please contact Trend Micro Technical Support.