SiteCatalyst Segments Panel Blocked By Proxy/Firewall

[alan_millington]

Hi Adobe team,

Since the changes to the new segment manager have been live last week, we have not been able to access the panel and segment manager and utilize any segments in our reports. The panel just shows the loading blocks and never pulls in list of segments.

We are certain that the issue is with our firewall or proxy servers (everything works outside the network), but our IT team cannot identify which IP addresses/URLs or encryption/decryption processes need to be configured for this to work.

Can anyone please provide us some technical details of these areas as our IT team are struggling to resolve this and it is severely impacting our reporting and analytics capabilities. Client care could not help and we are lost for options here.

Much appreciated,

Thanks,

Alan

[Alexis_Cazes_ · Accepted solution]

Hi Alan,

Please make sure to whitelist all the Adobe Analytics IPs : http://microsite.omniture.com/t2/kb/en_US/analytics/kb/adobe-ip-addresses.html

Best regards.

Alexis Cazes

[alan_millington]

Alexis Cazes wrote...

Hi Alan,

Please make sure to whitelist all the Adobe Analytics IPs : http://microsite.omniture.com/t2/kb/en_US/analytics/kb/adobe-ip-addresses.html

Best regards.

Alexis Cazes

Hi Alexis, Thank you for responding. We did use this document although it did not directly help our technical team troubleshoot the issue.

A revision to this document would be to include a list of URLs that need to be open on the Firewall not just the IP addresses - this would be very helpful for troubleshooting as many adobe products use multiple sub-domains. We are not in an environment where we can open every subdomain without risks or scrutiny.

Our issue was down to the new "appservice2" data feed that was implemented as part of the upgrade to SiteCatalyst to serve the segment manager to the browser.

Our firewall was trying to virus scan this feed, so when the URL was added no our "no SSL" list, the issue was fixed and the segments were available in SiteCatalyst.

Cheers, Alan

[drewa64795483]

Hey Alan

Do you have any information about the data feed you can share?  URL?

We have the same issue and believe it is affecting Discover and Report Builder version 5.

I am just trying to provide as much information to our dev team as possible.

Cheers

Drew

[alan_millington]

Hi Drew,

We used the Chrome console debugger to identify the service that was failing to load. This was the error we got:

"Failed to load resource: the server responded with a status of 401 (Unauthorized) https://appservice2.omniture.com/analytics/1.0/segments?dataType=oberon&exp…ion=ownerFullName,favori..."

The only resolution was to look into the server and security settings to adjust the SSL and proxy server settings to resolve it. Essentially our security settings were trying to decrypt or virus scan the data feed coming from the URL. When this was isolated it was quickly fixed.

I escalated to our account manager who was about to line up an engineer to look into it, if you are not able to resolve you should contact them soon as it can take time to get Adobe to assign someone when issues like this arrise. We had a similar issue when we implemented Discover into our environment.

Good luck! Let me know if I can help any further.

Cheers

Alan

[drewa64795483]

Thank you