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Web pages load very slowly through InterScan VirusWall (ISVW)

    • Updated:
    • 4 Dec 2013
    • Product/Version:
    • InterScan VirusWall 7.0
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
Summary
Web pages take a long time to load, especially when viewing pages with many pictures or images.
In the ISVW debug log, the following error message appears:
query ID for (192.xxx.x.xxx)(-654202688) from remote agent and get [] ret=[202], [(0)]
Details
Public
This issue occurs because of either of the following:
  • The Domain Controller (DC) agent cannot be reached.
  • The DC Agent’s IP address setting is incorrect.
When all queries fail due to a connection error, ISVW cannot cache anything. When the caching mechanism is not working, ISVW will spend three (3) seconds to query the client machine’s user ID or group information as it tries to access each URI on a web page. Therefore, if a web page has 60 elements for example, ISVW will take 180 seconds to finish loading the entire page.
To resolve the issue, do one of the following:
Option A: Disable the DC agent feature.
If the DC agent feature is not supposed to be enabled:
  1. On the ISVW console, go to Administration > User Identification.
  2. Select one of the following options:
    • No identification — No user or group identification is used for the connection and the global user policy applies.
    • IP address — Users will be identified by an IP address.
  3. Save the changes.
Option B: Ensure that the DC agent IP address is correct.
  1. If the DC agent feature must remain enabled, make sure that the DC agent’s IP address is correct:
  2. On the ISVW console, go to Administration > User Identification.
  3. Check the IP address under Domain Controller Agent.
  4. Do one of the following:
    • If the IP address is incorrect, remove the existing entry and add a new one containing the correct IP information.
    • If the IP address setting is correct, configure the firewall to ensure that the ISVW machine can access TCP port 65015 of the DC agent machine.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1099303
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