Q&A: What Data Does Silverline Need for WAF Proxy Troubleshooting?


  • The intent of this article is to provide a guideline that can be used for troubleshooting general proxy availability and intermittent connectivity or backend application slowness related issues.



  • Silverline WAF
  • Proxy
  • WAF Policy



  • Please collect and gather the following data so that we may quickly identify the issue or be able to provide better assistance.
  • Then open a ticket with the SOC.

Data Collection

Check if any changes to your DNS or application recently took place, and include that information. Check with application owner. This is key to effective troubleshooting.

  1. List out the steps to reproduce the issue that you are experiencing/reporting
  2. Fill in the following template with information. The more information provided, the better.
    • 0) How is the impact observed? Support ID in case of WAF blocks, timeouts, resets, etc.

      1) Proxy label/FQDN and request URI

      2) Public source IP address of the impacted client/testers

      3) Scope of impact (all users, some users, users of a specific carrier or region, etc.)

      4) Steps to reproduce impact

      5) Output of the failure condition from browser, curl, etc.

      6) If the issue can be reproduced using the browser, collect a HAR file. 
      For instructions refer How to Generate HAR Files

      7) Traceroutes to proxy VIP from affected clients, if available

      8) Packet capture on client, if available

      9) Testing account/credentials (if necessary)

      10) Start time of observed impact, end time if applicable, or ongoing
  3. Check and verify the following features using this as a guideline (there may be other features that are not listed below)
  4. Tools and Commands
    • Resolve the domain name to IP address
      • For Windows, 
        • nslookup <host_name>
          # nslookup
      • For *nix users can use dig
        • dig <host_name> -short
          # dig -short
    • On *nix systems one can use tools such as Wget or cURL to check the connectivity with the destination host using bash. For the use and syntax please refer to online documentation
      • Wget
        • time wget https://<domain>/
          time wget https:/
      • cURL
        • #For a quick test measured in time: 
          curl -k -w "Testing Website Response Time for: %{url_effective}\n\nLookup Time:\t\t%{time_namelookup}\nConnect Time:\t\t%{time_connect}\nAppCon Time:\t\t%{time_appconnect}\nRedirect Time:\t\t%{time_redirect}\nPre-transfer Time:\t%{time_pretransfer}\nStart-transfer Time:\t%{time_starttransfer}\n\nTotal Time:\t\t%{time_total}\n" -Lvi https://<domain-name>/  --resolve <domain-name>:<port>:<ip>

          Lookup Time: 0.000065
          Connect Time: 0.000067
          AppCon Time: 0.000067
          Redirect Time: 1.219776
          Pre-transfer Time: 0.000165
          Start-transfer Time: 0.216281

          Total Time: 1.438582

        • Modify "https://<domain-name>/  --resolve <domain-name>:<port>:<ip>
          The "--resolve <domain>:<port>:<ip>" is useful for SNI enabled applications/servers

          curl -vkLi  --resolve
      •  For SSL related issue 'openssl s_client -connect ' can be used
        • openssl s_client -connect <IP>:<Port> -servername <domain-name>
          The "-servername <domain>" is useful for SNI enabled applications/servers

          openssl s_client -connect -servername
        • If there are no errors, it's a good indicator that the TLS communication layer works as expected
        • If you encounter any errors, get a copy of the output for analysis
      • For latency, especially with congestion, take a traceroute and provide the source IP of the traceroute
        • Traceroutes from impacted clients will be necessary to understand if the Tier 3 carrier has congestion
        • For Windows
          • tracert <ip or domain>
        • For *nix systems
          • traceroute <ip or domain>


Engaging the SOC



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