User Log Error Response Guide

SHIELD Gate Integrated Log 중User LogeventWARNorERRORThis is a customer operation guide that summarizes the meaning and response procedures when recorded at a level.

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Table of Contents

• 1. Overview
• 2. User Log Event Summary
• 3. Response Guide by ERROR Occurrence Event
  • 3.1 POST_SIGN_OUT / POST_RELAY_TOKEN (Log Out / Service Transfer)
  • 3.2 POST_FAVORITE_ITEM / DELETE_FAVORITE_ITEM (Register / Delete Favorite Item)
  • 3.3 GET_EXTERNAL_INTERFACE_ACCESS_URL (Top Bar External Link Access)
  • 3.4 RBI_FILE_UPLOAD (File Upload)
  • 3.5 RBI_FILE_DOWNLOAD (File Download)
  • 3.6 RBI_USAGE_ERROR (Isolation Browser Error)
• 4. RBI_USAGE_ERROR Detailed Code (errorDetail) Response Guide
• 5. Appendix
  • 5.1 Events That Do Not Generate ERROR Level
  • 5.2 Information to Provide When Contacting SOFTCAMP

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1. Overview

1.1 Log Level Classification

level	Meaning
INFO	Normal operation or general event log. No separate action required.
WARN	A situation that does not directly affect service use but is worth checking.
ERROR	Function execution failed. Cause identification and response needed.

1.2 Scope of This Guide

• This guide covers user logs.ERROR Events that can trigger a levelThis explains the detailed response limited to __PH_0__.
• alwaysINFOThe list of events recorded in Roman is5.1 AppendixReference.

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2. User Log Event Summary

The table below shows all events of the SHIELD Gate user log andERRORThis is a summary of the possibility of level occurrence.

Classification	Event Code	Event Name	ERROR occurred	Response Section
Authentication	CALLBACK_SECURITY365_CODE	Login	⚠️ (※1)	—
	POST_SIGN_OUT	Logout	✅	3.1
	POST_RELAY_TOKEN	Service Migration	✅	3.1
	NAVIGATE_TO_ADMIN_PAGE	Move to the admin page	❌	—
Isolated Browser	POST_INQUIRY_WORK_ITEM_ACCESS_URL	Browser Access	❌	—
	RBI_URL_CHANGED	After accessing the browser, move	❌	—
	RBI_CHECK_INPUT_TEXT	User Input Sensitive Information Check	❌	—
	RBI_CLIPBOARD_ACCESS_RB2PC	Copy in the isolated browser	❌	—
	RBI_CLIPBOARD_ACCESS_PC2RB	Pasting in a sandboxed browser	❌	—
	RBI_USAGE_ERROR	Isolation Browser Error	✅	3.6 / 4
	RBI_SESSION_TIMEOUT	Isolated Browser Session Timeout	❌	—
	RBI_KEYBOARD_INPUT	Keyboard Input Blocking	❌	—
Personalization	POST_FAVORITE_ITEM	Register as a favorite	✅	3.2
	DELETE_FAVORITE_ITEM	Delete Bookmark	✅	3.2
file	RBI_FILE_UPLOAD	File Upload	✅	3.4
	RBI_FILE_DOWNLOAD	File Download	✅	3.5
	RBI_FILE_VIEWER_REQUEST	SHIELD Viewer Request	❌	—
Top Bar	GET_EXTERNAL_INTERFACE_ACCESS_URL	Accessing External Links in the Top Bar	✅	3.3

※1 CALLBACK_SECURITY365_CODE Guide
The login event isOnly if the login is successfulIt will be recorded. The login failure itself cannot confirm user information, so a separateERRORIt will not be logged. If login failures occur repeatedly, please contact SOFTCAMP.

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3. Response Guide by ERROR Occurrence Event

"Responsible" notation guidelines in the table
사용자- Re-login, retry, check environment, etc. are within the scope that can be resolved by oneself.
고객사 관리자— Scope that can be resolved through inspection and configuration in the customer's operational area, including policies, permissions, firewalls, DNS, and certificates.
대상 사이트 측— Scope of Responsibility for External Websites Accessed via Isolated Browser
소프트캠프— Scope requiring inquiry deemed to be an internal service issue

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3.1 POST_SIGN_OUT / POST_RELAY_TOKEN (Log Out / Service Transfer)

🔧 Summary of Responsibility Division — 소프트캠프 영역
This event'sERRORis**Occurs entirely due to internal service issues.**There are no cases triggered by customer settings, and without any action items from the customer side.Contact SOFTCAMP directlyIt is the target.

item	Content
Event	POST_SIGN_OUT— SHIELD Gate LogoutPOST_RELAY_TOKEN— Move to the SHIELD Gate admin page from the Security365 management center
General Characteristics	Occurs only due to internal service issues. There are no cases triggered from user/customer settings.

3.1.1 Possible Causes

#	Cause	Person in charge
1	Temporary outage of internal data storage	SOFTCAMP
2	Authentication Service Integration Error	SOFTCAMP

3.1.2 Recommended Actions

1. **[User]**Retry the same task after re-logging in.
2. **[Client Administrator]**Check if the same error occurred for other users in the same time zone (to determine if it's an infrastructure issue).
3. If the same symptoms persistSOFTCAMP Inquiry

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3.2 POST_FAVORITE_ITEM / DELETE_FAVORITE_ITEM (Register / Delete Favorite Item)

🔧 Summary of Responsibility Division — 소프트캠프 영역
This event'sERRORis**Occurs only due to issues with the internal data storage of the service.**It is. This is a SOFTCAMP inquiry without any action items from the client side.

item	Content
Event	POST_FAVORITE_ITEM— Register as a favoriteDELETE_FAVORITE_ITEM— Delete Bookmark
General Characteristics	Mainly occurs due to issues with the internal data storage of the service.

3.2.1 Possible Causes

#	Cause	Person in charge
1	Internal data storage connection error	SOFTCAMP
2	Other Service Internal Exception	SOFTCAMP

3.2.2 Recommended Actions

1. **[User]**Retry in a moment
2. When a repetition occursSOFTCAMP Inquiry

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3.3 GET_EXTERNAL_INTERFACE_ACCESS_URL (Top Bar External Link Access)

🔧 Summary of Responsibility Division — 고객사 관리자 1차 점검
first roundExternal Link Settings for Customer Administrator's Top BarCheck it. If it occurs despite the settings being normal, contact SOFTCAMP.

item	Content
Event	The action of a user clicking a custom button set by the administrator on the top bar of the user page to access an external URL.

3.3.1 Possible Causes

#	Cause	Person in charge	Note
1	Called when the external link in the top bar is not set.	Customer Company Administrator	It is usually not occurring as it is pre-blocked in the admin page UI.
2	Internal data storage retrieval error	SOFTCAMP	—

3.3.2 Recommended Actions

1. **[Client Administrator]**Admin page > Check if the custom button is properly registered in the top bar settings.
2. If it occurs repeatedly despite normal settingsSOFTCAMP Inquiry

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3.4 RBI_FILE_UPLOAD (File Upload)

🔧 Summary of Responsibility Division — 외부 사이트 / 사용자 환경 1차 점검
Most cases areIssues on the upload target siteorNetwork Environment Issues of User PCThe number one cause. Only failures related to SHIELD Drive should be directed to SOFTCAMP after verifying permissions and authentication.

Issues that occur during the file upload process through the isolation browserERRORThis is the log. The cause varies depending on the upload path, so it is explained in four cases below.

3.4.1 [Case A] Uploading a Site Accessed from a Local PC to an Isolated Browser

Occurs when a user uploads a local file attached to a site opened in an isolated browser.

#	Cause of Occurrence	Person in charge	Verification Method
1	Abnormal response from the upload target site server (temporary site outage, authentication expiration, violation of file size/type policy, etc.)	Target site side	user**Directly access the target site and upload the same file.**Comparison of Symptoms in Poetry
2	Network Disconnection / CORS / Request Failure Due to DNS Failure	User / Customer Administrator	Check user PC network status, VPN connection, and firewall policy
3	The target site responds in a format other than JSON (such as an HTML error page).	Target site side	High likelihood of issues on the target site.

Recommended Actions

1. Directly access the target site from the user's PC to compare if the same file upload is functioning correctly.
2. If direct access also fails → Determine it as an issue on the target site's side.
3. If direct access is normal but fails only in the isolated browser →SOFTCAMP Inquiry

3.4.2 [Case B] SHIELD Drive File → Isolated Browser Site (Failed SHIELD Drive File Import Step)

When the user selects a file in the SHIELD Drive dialog to upload to the isolated browser site,Steps to Retrieve Original Files from SHIELD DriveFailed at.

#	Cause of Occurrence	Person in charge	Action
1	SHIELD Drive authentication has expired or the token is invalid.	User	Re-login after logging out
2	The user does not have permission to access the file.	Customer Company Administrator	Granting File/Folder Access Permissions
3	The file has already been deleted or moved from the SHIELD Drive.	User	Check file existence in SHIELD Drive and retry
4	SHIELD Drive service internal error	SOFTCAMP	SOFTCAMP Inquiry

3.4.3 [Case C] SHIELD Drive File → Isolated Browser Site (Target Site Upload Step Failure)

It has the same flow as Case B, butAfter successfully retrieving files from SHIELD DriveFailed at the stage of uploading to the site accessed with the isolated browser.

#	Cause of Occurrence	Person in charge	Verification Method
1	Abnormal response from the target site server	Target site side	Compare whether the same symptoms occur by directly accessing the target site.
2	Network Disconnection or CORS Error	Customer Company Administrator	Network / Firewall Policy Check

3.4.4 [Case D] Multiple File Upload (Asynchronous Failure)

When uploading multiple local files or SHIELD Drive files at once, the upload response handling stage fails for some files.

• Cause and Action Criteria isCase Aand the same
• Check whether only specific files are failing repeatedly or if the entire batch is failing simultaneously.

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3.5 RBI_FILE_DOWNLOAD (File Download)

🔧 Summary of Responsibility Division — 혼합 (SHIELD Drive 저장은 관리자 영역 비중 큼)
Download policy trigger failure (Case A) and SHIELD Drive upload network failure (Case B) areSOFTCAMP Processing Area. SHIELD Drive save response error (case C) is mostlyCustomer Administrator's Storage / Permissions / File Type Policy SettingsArea.

Issues that occur during the file download process through the isolated browserERRORThis is the log. It is categorized into three cases below depending on the download save location (local PC / SHIELD Drive) and the point of failure.

3.5.1 [Case A] Download Policy Trigger Failure

When the user clicks the file download button on the isolated browser site, the SHIELD Gate backend'sDownload Policy Processing StepsFailed at.

#	Cause of Occurrence	Person in charge
1	SHIELD Gate server internal error (temporary file creation failure, data storage error, etc.)	SOFTCAMP
2	Error in the step of retrieving files from the isolated browser container	SOFTCAMP
3	Unclassified Exception	SOFTCAMP

Recommended Actions

1. **[User]**Attempt to re-download the same file
2. If other files download normally but a specific file keeps failing, please provide the information about that file along with it.SOFTCAMP Inquiry

3.5.2 [Case B] Downloading to SHIELD Drive Repository — Network / HTTP Exception

In an environment using SHIELD Drive, the flow of storing downloaded files from the isolated browser site to SHIELD Drive.SHIELD Drive upload API call itself failedin case.

#	Cause of Occurrence	Person in charge
1	SHIELD Gate Server / Isolation Browser Container File Processing Error	SOFTCAMP
2	Temporary network exceptions such as server downtime, timeouts, etc.	SOFTCAMP

Recommended Actions

1. **[User]**Retry in a moment
2. If multiple users experience the same symptoms at the same time zone → Possibility of infrastructure issues
3. When a repetition occursSOFTCAMP Inquiry

3.5.3 [Case C] Download to SHIELD Drive Storage — Response Business Code Failure

Same flow as Case B, but**The API call was successful, but the response from SHIELD Drive is abnormal.**in case.

#	Cause of Occurrence	Person in charge	Action
1	SHIELD Drive storage has not been created.	Customer Company Administrator	Creating SHIELD Drive Storage
2	SHIELD Gate does not have access permission to the specified storage.	Customer Company Administrator	Storage Access Permission Settings
3	The file name violates the SHIELD Drive naming convention.	User	Retry after renaming the file
4	User storage capacity exceeded	Customer Company Administrator	File Organization or Capacity Expansion
5	SHIELD Drive does not support/block the corresponding extension.	Customer Company Administrator	Check SHIELD Drive Extension Policy
6	Upload Failure of File Storage Integration Service	SOFTCAMP	SOFTCAMP Inquiry
7	Failed to process internal upload for SHIELD Drive	SOFTCAMP	SOFTCAMP Inquiry
8	There is no company or user information in SHIELD Drive.	Customer Company Administrator	Check User Provisioning Status
9	Failed to retrieve storage information	SOFTCAMP	SOFTCAMP Inquiry
10	SHIELD Drive storage disabled state	Customer Company Administrator	Storage Activation
11	No upload permission for SHIELD Drive storage	Customer Company Administrator	Granting Upload Permissions
12	Attempt to download an empty file (0 byte)	User	Check the original file
13	Other Unclassified Exceptions	SOFTCAMP	SOFTCAMP Inquiry

Recommended Actions

1. Administrator settings series (1·2·5·8·10·11) should first check and supplement the settings.
2. If it occurs after normal settingsSOFTCAMP Inquiry

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3.6 RBI_USAGE_ERROR (Isolation Browser Error)

This event encompasses all system errors that occurred while using the isolation browser.errorDetailThe specific causes are distinguished by value, and detailed classification and response areChapter 4 RBI_USAGE_ERROR Detailed Code GuidePlease refer to __PH_0__.

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4. RBI_USAGE_ERROR Detailed Code (errorDetail) Response Guide

RBI_USAGE_ERRORRecorded with eventserrorDetailIdentifying specific causes by field. The classification system consists of the following 8 groups.

Group	Classification	Main Characteristics	Primary Responsibility Area
A	Container / Session creation and allocation failure	RBI Resource Allocation Phase	User (Tab Limit) orSOFTCAMP
B	Session Entry / Validation Failure	Abnormal User Session Status	User Re-entry → When RepeatingSOFTCAMP
C	Policy Inquiry / Judgment Failure	Policy Service Integration	SOFTCAMP(FAILED_NAVIGATED_PAGE includes the target site)
D	Container Connection Status	Runtime Disconnection	Administrator action results orSOFTCAMP
E	Health check failed	Isolated Browser Instance Boot Status	Customer Administrator (Firewall/DNS)+ SOFTCAMP
F	Browser Environment	Chrome version of the user's PC	User / Customer Company Administrator (Update Policy)
G	Chrome Network Layer Error	Isolated Browser → External Site Section	Client Administrator (Network and Security Inspection) / Target Site Side
H	Default (Fallback)	Unclassifiable Exception	SOFTCAMP

💡 Operating Tips
Group G is the group that shows the largest proportion as the number of users increases, and**Most customer network and security equipment inspections can be resolved in the first instance.**Checklist(4.8.2If the issue is not resolved even after performing the above steps, it can be quickly addressed by contacting SOFTCAMP.

4.1 AllerrorDetailIndex

Group	errorDetail	One-line summary
A	FAILED_CREATING_CONTAINER	Failed to call the API to create a sandbox browser container
A	ERROR_GET_CONTAINER_URL	Failed to obtain container URL (Representative code for exceptions other than classification)
A	ERROR_GET_CONTAINER_URL_REASSIGN	Container URL reassignment path failure
A	MAXIMUM_PODS_REACHED	Isolation browser cluster capacity exceeded
A	MAXIMUM_TABS_REACHED	User/Tenant Concurrent Open Tab Limit Exceeded
B	NO_TAB_ID_SESSION	No session identifier or mapping (abnormal entry)
B	MISSING_SESSION_DATA	No session context (expired / mismatch)
B	MISSING_CURRENT_URL	The URL for isolation target is empty.
C	POLICY_QUERY_FAILED	Failed to retrieve policy server
C	FAILED_NAVIGATED_PAGE	Allowed URL but actual page navigation failed
D	CONTAINER_DISCONNECTED	Isolation Browser Container Real-time Disconnection
D	SESSION_TERMINATED_BY_ADMIN	Administrator Force Logout
E	HEALTH_CHECK_NETWORK_ERROR	Failed to reach isolated browser instance (TCP/TLS)
E	HEALTH_CHECK_TIMEOUT	Delayed health check response for isolated browser instance
F	BROWSER_VERSION_UPDATE_REQUIRED	Chrome minimum version not met
G	ERR_TIMED_OUT	Total request timeout
G	ERR_NETWORK_CHANGED	Network Switching (Wi-Fi ↔ LAN, VPN Reconnection)
G	ERR_CONNECTION_CLOSED	Connection terminated during transmission
G	ERR_CONNECTION_RESET	Server/Path Device RST Transmission
G	ERR_CONNECTION_REFUSED	Target port not listening
G	ERR_CONNECTION_ABORTED	Abnormal Connection Termination (Client Perspective)
G	ERR_CONNECTION_FAILED	General connection failure
G	ERR_NAME_NOT_RESOLVED	DNS query failure
G	ERR_INTERNET_DISCONNECTED	No client internet connection
G	ERR_SSL_PROTOCOL_ERROR	TLS handshake failure
G	ERR_ADDRESS_INVALID	Incorrect IP / Host Notation
G	ERR_ADDRESS_UNREACHABLE	Routing unreachable
G	ERR_SSL_CLIENT_AUTH_CERT_NEEDED	mTLS Client Certificate Requirement
G	ERR_TUNNEL_CONNECTION_FAILED	HTTP CONNECT Proxy Tunneling Failed
G	ERR_NO_SSL_VERSIONS_ENABLED	No available TLS version
G	ERR_SSL_VERSION_OR_CIPHER_MISMATCH	TLS Version / Cipher Suite Negotiation Failure
G	ERR_CONNECTION_TIMED_OUT	TCP Connection Establishment Timeout
G	ERR_PROXY_CONNECTION_FAILED	Failed to connect to the configured proxy.
G	SSL_CERTIFICATE_ERROR	Server Certificate Validation Error
G	ERR_CERT_AUTHORITY_INVALID	Untrusted Issuing CA
G	ERR_EMPTY_RESPONSE	Connection closed without response from the server
H	UNKNOWN_SYSTEM_ERROR	Default value for all exceptions that cannot be classified / not mapped

4.2 A. Container / Session Creation and Allocation Failure

errorDetail	Cause	Person in charge
FAILED_CREATING_CONTAINER	The API call to create a sandbox browser container has failed. This is mainly due to temporary failures in internal management services, authentication expiration, or backend exceptions.	SOFTCAMP
ERROR_GET_CONTAINER_URL	Representative error codes for the container URL acquisition stage. Most exceptions that are not identified by specific causes are aggregated with this value.	SOFTCAMP
ERROR_GET_CONTAINER_URL_REASSIGN	The existing container is abnormal.Reassign to a new containerFailed while attempting to __PH_0__.	SOFTCAMP
MAXIMUM_PODS_REACHED	Reached the capacity limit of the isolation browser cluster. New container allocation denied.	SOFTCAMP
MAXIMUM_TABS_REACHED	per user (or tenant)Simultaneous Open Tab LimitExceed. Blocked at the new tab creation stage.	User

Recommended Actions

• MAXIMUM_TABS_REACHED: Guide users to close unused tabs
• MAXIMUM_PODS_REACHED: Capacity expansion consultation needed — Contact SOFTCAMP
• Other A group code: Contact SOFTCAMP in case of persistent recurrence.

4.3 B. Session Entry / Validation Failure

errorDetail	Cause
NO_TAB_ID_SESSION	Session Identifier (tabId) does not exist, or there is no mapping in the client session storageAbnormal Entry. Bookmark / Open direct link, such as when opening a standalone browser page without a parent window.
MISSING_SESSION_DATA	There is a session identifier, but there is no matching session context (user/policy/target URL, etc.). Re-entry after session expiration or server-client state mismatch.
MISSING_CURRENT_URL	The target URL to move to the isolation browser is empty. Missing entry path parameters or failure to pass the URL from the parent window.

Recommended Actions

1. **[User]**Accessing the admin page/user page normal entry path again
2. When repeated occurrences happen on the normal pathSOFTCAMP Inquiry

4.4 C. Policy Inquiry / Determination

errorDetail	Cause	Person in charge
POLICY_QUERY_FAILED	Policy server query API failure (network / 5xx / parsing error). Access to the page is blocked as the determination of block/allow is not possible.	SOFTCAMP
FAILED_NAVIGATED_PAGE	PolicyAllowedDetermined as a failure, but the actual page navigation failed. Isolation browser internal navigation failure or redirection loop, etc.	Target Site Side / SOFTCAMP

Recommended Actions

• POLICY_QUERY_FAILEDSimultaneous occurrence for all users: Internal service issue → Contact SOFTCAMP immediately
• FAILED_NAVIGATED_PAGEOccurs only on a specific site: Check the redirection/authentication structure of that site.

4.5 D. Container Connection Status (Runtime)

errorDetail	Cause
CONTAINER_DISCONNECTED	The real-time connection with the isolation browser container in use has been disconnected. Possible reasons include server-side container termination, network disconnection, or keep-alive failure.
SESSION_TERMINATED_BY_ADMIN	The administrator can manage the user session from the central management console.Forced termination. No reconnection is attempted, and the screen is disabled.

Recommended Actions

• SESSION_TERMINATED_BY_ADMIN: Normal Expected Behavior — Result of Administrator Action
• CONTAINER_DISCONNECTED: If the issue persists after user reconnection, please contact SOFTCAMP.

4.6 E. Health Check Failure

Failure at the state verification step of the isolated browser instance. In the normal path,WARNIt is recorded and passed at a level, but under certain entry conditions,ERRORIt will be promoted to a page.

errorDetail	Cause
HEALTH_CHECK_NETWORK_ERROR	Failed to reach TCP / TLS level to the isolated browser instance. Possible blocks by firewall / web filter / network DLP, DNS failure, client offline, certificate issues.
HEALTH_CHECK_TIMEOUT	The instance may be alive, but the health check response did not reach 2 seconds. Instance startup delay, node overload, network RTT surge.

Recommended Actions

1. **[Client Administrator]**Check if the SHIELD Gate domain is not blocked in the internal firewall / web filter / DNS settings.
2. **[User]**VPN / Retry after restarting the security agent
3. If it is reproduced by multiple users in the same time zone, it is an infrastructure issue → Contact SOFTCAMP

4.7 F. Browser Environment

errorDetail	Cause
BROWSER_VERSION_UPDATE_REQUIRED	The version of Chrome that the user is using is below the minimum supported version. Switching to the update required screen due to the absence of the WebView API needed for the isolated browser feature.

Recommended Actions

• User Notification for Chrome Update (In environments where automatic updates are blocked, the administrator needs to allow updates)

4.8 G. Chrome Network Layer Error

Isolated Browser → This is an entry that records the error codes returned by Chromium as they are in the external target web server section.

The error in this section isUser PC ↔ SHIELD GatenotIsolated Browser Cluster ↔ Target SiteOccurs in the interval. The inspection prioritizes the egress network on the isolated browser side and the ingress policy on the target site side.

4.8.1 Error Code Mapping

Chrome code	errorDetail	Main Causes
-7	ERR_TIMED_OUT	Total request timeout. Slow server / path.
-21	ERR_NETWORK_CHANGED	Network Switching (Wi-Fi↔LAN, VPN Reconnection).
-100	ERR_CONNECTION_CLOSED	Connection terminated while the server is sending and receiving data.
-101	ERR_CONNECTION_RESET	Transmission of RST from server / intermediate device. Forced disconnection at L4 device/proxy.
-102	ERR_CONNECTION_REFUSED	The target port is not listening. Service down or port typo.
-103	ERR_CONNECTION_ABORTED	Abnormal Connection Termination (Client Perspective).
-104	ERR_CONNECTION_FAILED	General connection failure. L4 issue that cannot be classified in detail.
-105	ERR_NAME_NOT_RESOLVED	DNS query failed. Domain absent or DNS server issue.
-106	ERR_INTERNET_DISCONNECTED	No internet connection for the client.
-107	ERR_SSL_PROTOCOL_ERROR	TLS handshake failed.
-108	ERR_ADDRESS_INVALID	Invalid IP/Host notation.
-109	ERR_ADDRESS_UNREACHABLE	Unable to reach the destination due to routing.
-110	ERR_SSL_CLIENT_AUTH_CERT_NEEDED	Server requires client certificate (mTLS).
-111	ERR_TUNNEL_CONNECTION_FAILED	HTTP CONNECT proxy tunneling failed.
-112	ERR_NO_SSL_VERSIONS_ENABLED	No available TLS version.
-113	ERR_SSL_VERSION_OR_CIPHER_MISMATCH	TLS version / cipher suite negotiation failure.
-118	ERR_CONNECTION_TIMED_OUT	TCP connection establishment timeout. Suspected firewall drop, routing failure.
-130	ERR_PROXY_CONNECTION_FAILED	Failed to connect to the configured proxy.
-200	SSL_CERTIFICATE_ERROR	Server Certificate Validity Error (General).
-202	ERR_CERT_AUTHORITY_INVALID	Issuing CA is not trusted. Private CA not installed, etc.
-324	ERR_EMPTY_RESPONSE	The server terminated the connection without giving any response.

4.8.2 Client Administrator Inspection Checklist

The error below isIsolated Browser Cluster → Target Web ServerbetweenEgress section of the isolated environmentIt occurs in the user PC → SHIELD Gate segment, so please first check the network/policies on the isolated browser cluster side.

① DNS resolution failure (ERR_NAME_NOT_RESOLVED)

• Check the response status of the DNS server (internal / external) set in the isolated browser cluster.

• If the target domain exists only in the internal DNS, check if the isolated browser cluster is also looking at the same DNS.

• Check if it is not subject to the domain blocking policy of the customer environment (DNS sinkhole, category blocking).

• Compare test with other sites in isolated browser to see if only a specific domain is failing or if all domains are failing.

② Network Timeout / UnreachableERR_TIMED_OUT, ERR_CONNECTION_TIMED_OUT, ERR_CONNECTION_FAILED, ERR_ADDRESS_UNREACHABLE)

Isolated Browser Side (Outbound)

• To the target server IP/port in the network where the isolated browser cluster is located.allow outbound firewallCheck status

• Check the status of NAT GW / Proxy / SD-WAN routing in the cluster egress section.

• Check CPU / Memory / Network RTT Metrics of Isolated Browser Node (Potential Processing Delays Due to Overload)

Target Site Side (Inbound)

• target site’sinbound firewall / security groupCheck if the egress IP of the isolated browser cluster is not blocked.

• If the target site operates an IP whitelist policy, check if the egress IP of the isolated browser cluster is registered.

• GeoIP / Country BlockingCheck if the policy has a restricted browser cluster region (frequent when using overseas regions)

• Cloud WAF (Cloudflare / Akamai, etc.)IP Reputation / Bot BlockingCheck if the egress IP is not set in the policy (multiple user traffic may converge on a single IP, leading to a decline in reputation)

• Check if the number of simultaneous connections to the target server / Rate-Limit threshold has been reached.

Comparison Test

• The same site on the user's PC isDirect AccessComparison of whether it works → If direct access also fails, it is an issue with the target server / internet line.

• **Other Isolated Browser Node (Different Egress IP)**Compare access from the same site → Identify whether a specific IP is blocked

③ Connection Refusal / Forced Termination (ERR_CONNECTION_CLOSED, ERR_CONNECTION_RESET, ERR_CONNECTION_REFUSED, ERR_CONNECTION_ABORTED)

• Check if the target web server / service is operating normally (ERR_CONNECTION_REFUSEDis usually service down)

• L4 / WAF / IPS devices on the path isolate browser egress traffic.**Automatic Blocking (RST Transmission)**Check if you are not doing it

• 大量请求在短时间内对目标网站造成的Rate-Limit BlockingVerification (Multiple Users → Appears as Single Origin)

• Check for Client User-Agent / TLS fingerprint-based Blocking (Bot Detection) Policy

④ Internet Connection / Network SwitchERR_INTERNET_DISCONNECTED, ERR_NETWORK_CHANGED)

• Check the status of the internet line / NAT GW / egress IP of the isolation browser cluster.

• Check if the same error occurred for other users in the same time zone (if it's a widespread issue, it may be an infrastructure issue).

• ERR_NETWORK_CHANGEDIt can also occur during network switching on the client PC side → Simultaneous verification of user line (VPN reconnection, Wi-Fi ↔ LAN switching)

⑤ TLS / SSL negotiation failure (ERR_SSL_PROTOCOL_ERROR, ERR_NO_SSL_VERSIONS_ENABLED, ERR_SSL_VERSION_OR_CIPHER_MISMATCH)

• Requirements of the target siteMinimum TLS VersionCheck if (e.g., TLS 1.2 / 1.3) is compatible with the isolated browser policy.

• Review of whether to allow access to the old version site (supports only TLS 1.0 / 1.1) due to security policy.

• Check that the SSL inspection device on the path does not cause negotiation failures.

⑥ Server Certificate Error (SSL_CERTIFICATE_ERROR, ERR_CERT_AUTHORITY_INVALID)

• Certificate of the target siteExpiration / Domain Mismatch / Self-SignedCheck status

• If it is a site issued by an internal private CARegistering a Private CA Certificate in SHIELD GateStatus Check

⑦ Client Certificate Requirement (ERR_SSL_CLIENT_AUTH_CERT_NEEDED)

• Target site is**mTLS (Mutual TLS)**Check if it requires

• Review of the configuration for client certificate injection in an isolated browser environment (node mount / policy deployment)

• In the case of mTLS sites, using an isolated browser may be policy-wise inappropriate → Review exception handling (allow direct access).

⑧ Proxy / Tunneling Failure (ERR_TUNNEL_CONNECTION_FAILED, ERR_PROXY_CONNECTION_FAILED)

• Set in the isolated browser cluster**outbound proxy (PAC / Explicit Proxy)**Check if it is functioning properly

• Check the expiration status of proxy authentication information (account / token)

• Check if the target site is not blocking HTTPS CONNECT tunneling.

⑨ Incorrect Address Notation (ERR_ADDRESS_INVALID)

• URL format error check for user input (port number, special characters)

• Damage to the encoding/decoding process of isolation browser entry path parameters

10 Empty Response (ERR_EMPTY_RESPONSE)

• The target server disconnects immediately after receiving the request without a response → Check for network or target site issues.

Common Checks

• The same erroronly on specific sitesNarrowed down to site (or site policy) issues.

• Same errorSimultaneous on multiple sites→ Isolated Browser Infrastructure / Egress Line Issues

• Same errorOnly for specific usersCheck the user's policy / group / routing policy

• Check the isolation browser node status at the time of occurrence (health check, container restart events) together.

4.9 H. Default Value (Fallback)

errorDetail	Cause
UNKNOWN_SYSTEM_ERROR	Default value for exceptions that do not fall under any of the categories A~G. All cases where the cause has not been identified.

Additional cases that effectively result in this value:

1. If the health check returns an HTTP / Unclassified error
2. If a code that is not mapped in the Chromium error code mapping is received
3. Basic Branching of Session Error Handling Logic

Recommended Actions

• If the code is aggregated frequently, it is a signal that classification expansion is needed, so collect the occurrence time, user, and target URL and send it to SOFTCAMP.

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5. Appendix

5.1 Events That Do Not Generate ERROR Level

The following events are designed toINFOIt is recorded only at the levelERRORwill not remain.

NAVIGATE_TO_ADMIN_PAGE          관리자 페이지로 이동
POST_INQUIRY_WORK_ITEM_ACCESS_URL  브라우저 접속
RBI_URL_CHANGED                 브라우저 접속 후 이동
RBI_CHECK_INPUT_TEXT            사용자 입력 민감정보 검사
RBI_CLIPBOARD_ACCESS_RB2PC      격리 브라우저 → 로컬 PC 복사
RBI_CLIPBOARD_ACCESS_PC2RB      로컬 PC → 격리 브라우저 붙여넣기
RBI_SESSION_TIMEOUT             격리 브라우저 세션 타임아웃
RBI_KEYBOARD_INPUT              키보드 입력 차단
RBI_FILE_VIEWER_REQUEST         SHIELD Viewer 요청

5.2 Information to Provide When Contacting SOFTCAMP

To reduce the time required for problem resolution, please provide the following items when contacting SOFTCAMP.

#	item	Note
1	Occurrence Time (YYYY-MM-DD HH:MM:SS, including timezone)	Required Accurate Time Range
2	Company Identifier / Tenant Name	—
3	Impacted User ID (or Email)	Single User / Multiple Users
4	Event Code	Example:RBI_USAGE_ERROR
5	errorDetailvalue	RBI_USAGE_ERRORrequired in case
6	Target URL (if applicable)	Site address accessed with the isolation browser
7	Reproducibility / Reproduction Steps	Step-by-step record when reproduced
8	User Browser / OS Version	Browser Environment Issues (F Group) Classification
9	Occurrence for other users in the same time zone	Infrastructure Issue Assessment Materials
10	Whether to change the previous administrator settings	Policy / Storage / Firewall Change History