User Log Error Response Guide

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

Table of Contents

1. Overview

2. User Log Event Summary

3. ERROR Occurrence Event Response Guide

3.1 POST_SIGN_OUT / POST_RELAY_TOKEN (Sign 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

1. Overview

1.1 Log Level Classification

level meaning
INFO Normal operation or general event log. No separate action required.
WARN There is no direct impact on service use, but it is a situation 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 Roman5.1 AppendixReference.

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 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 Paste in Isolation Browser ❌ —
RBI_USAGE_ERROR Isolation Browser Error ✅ 3.6 / 4
RBI_SESSION_TIMEOUT Isolation Browser Session Timeout ❌ —
RBI_KEYBOARD_INPUT Keyboard Input Blockade ❌ —
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 from the Top Bar ✅ 3.3

※1 CALLBACK_SECURITY365_CODE Guide
Login event isOnly when 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.

3. ERROR Occurrence Event Response Guide

Naming conventions for "Person in Charge" in the table
사용자— Re-login, retry, check environment, etc. within the scope that can be resolved by oneself
고객사 관리자— Policy·Authority·Firewall·DNS·Certificate, etc. Scope that can be resolved through inspection and configuration in the customer's operational area
대상 사이트 측— Scope of Responsibility for External Websites Accessed via Isolated Browser
소프트캠프— Scope requiring inquiry deemed to be an internal service issue

3.1 POST_SIGN_OUT / POST_RELAY_TOKEN (Sign Out / Service Transfer)

🔧 Responsibility Division Summary — 소프트캠프 영역
This event'sERRORis**Occurs solely due to internal service issues.**does. There are no cases triggered by client settings, and without any action items from the client side,Contact SOFTCAMP directlyTarget.

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 by user/customer settings.

3.1.1 Possible Causes

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

3.1.2 Recommended Actions

**[User]**Retry the same operation after re-logging in

**[Client Company Administrator]**Check if the same error occurred for other users in the same time zone (to determine if it's an infrastructure issue)

If the same symptoms persistSOFTCAMP Inquiry

3.2 POST_FAVORITE_ITEM / DELETE_FAVORITE_ITEM (Register / Delete Favorite Item)

🔧 Responsibility Division Summary — 소프트캠프 영역
This event'sERRORis**Occurs only due to issues with the internal data storage of the service.**It is. It is a subject of inquiry to SOFTCAMP 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

**[User]**Retry after a moment

When a repetition occursSOFTCAMP Inquiry

3.3 GET_EXTERNAL_INTERFACE_ACCESS_URL (Top Bar External Link Access)

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

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

3.3.1 Possible Causes

# Cause person in charge Note
1 Calling without an external link set in the top bar Customer Company Administrator Since it is pre-blocked in the admin page UI, it does not normally occur.
2 Internal data storage retrieval error SOFTCAMP —

3.3.2 Recommended Actions

**[Client Company Administrator]**Admin Page > Check if the custom button is properly registered in the Top Bar Settings

If it occurs repeatedly despite normal settingsSOFTCAMP Inquiry

3.4 RBI_FILE_UPLOAD (File Upload)

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

The process of file upload through the isolation browser that occursERRORLog. 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 through an isolated browser from a local PC

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

# Cause of occurrence person in charge How to Check
1 Abnormal response from the upload target site server (temporary site outage, authentication expiration, file size/type policy violation, etc.) Target site side user**Directly access the target site and upload the same file.**Compare if the same symptoms occur in poetry
2 Network disconnection / CORS / DNS failure causing the request itself to fail User / Client Administrator Check user PC network status, VPN connection, firewall policy
3 The target site responds in a format other than JSON (HTML error page, etc.) Target site side There is a high possibility of issues on the target site.

Recommended Actions

Directly access the target site from the user's PC to compare if the same file upload is normal.

If direct access also fails → Determine it as an issue on the target site's side.

Direct access is normal, but if it only fails in the isolated browser →SOFTCAMP Inquiry

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

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.

# Cause of occurrence person in charge Action
1 SHIELD Drive certification has expired or the token is invalid. User Logging out and logging back in
2 User does not have access permission for 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 Failed)

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

# Cause of occurrence person in charge How to Check
1 Abnormal response from the target site server Target site side Compare whether the same symptoms occur by having the user directly access 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, failure occurs during the upload response handling stage for some files.

Cause and Action Criteria areCase Aand the same

Check whether only specific files are failing repeatedly or if everything is failing in bulk.

3.5 RBI_FILE_DOWNLOAD (File Download)

🔧 Responsibility Division Summary — 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 storage response error (case C) is mostlyCustomer Administrator's Storage / Permissions / Extension Policy SettingsArea.

The process of file download occurring through the isolation browserERRORThe log. It is divided into the following three cases 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.

# 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

**[User]**Attempt to re-download the same file

If other files download normally but a specific file keeps failing, provide the information about that file along with it.SOFTCAMP Inquiry

3.5.2 [Case B] Download to SHIELD Drive Storage — 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 Server down, timeout, and other temporary network exceptions SOFTCAMP

Recommended Actions

**[User]**Retry after a moment

If multiple users experience the same symptoms at the same time → possibility of an infrastructure issue

When a repetition occursSOFTCAMP Inquiry

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

The 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 SHIELD Drive internal upload processing failed 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 deactivated 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

Administrator settings series (1·2·5·8·10·11) should first check and supplement the settings.

If it occurs after normal settingsSOFTCAMP Inquiry

3.6 RBI_USAGE_ERROR (Isolation Browser Error)

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

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 Stage User (Tab Limit) orSOFTCAMP
B Session Entry / Validation Failure User session status abnormal User Re-entry → On RepeatSOFTCAMP
C Policy Inquiry / Judgment Failure Policy Service Integration SOFTCAMP(FAILED_NAVIGATED_PAGE includes the target site)
D Container Connection Status Runtime Disconnection SOFTCAMP
E Health check failed Isolated Browser Instance Boot Status Customer Administrator (Firewall/DNS)+ SOFTCAMP
F Browser Environment User PC's Chrome version User / Client Administrator (Update Policy)
G Chrome Network Layer Error Isolation Browser → External Site Section Client Administrator (Network·Security Inspection) / Target Site Side
H Default Value (Fallback) Unclassifiable Exception SOFTCAMP

💡 Operational Tips
The G group 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.**does. Checklist(4.8.2If the issue is not resolved even after performing the above steps, please contact SOFTCAMP for a quick response.

4.1 AllerrorDetailIndex

group errorDetail One-line summary
A FAILED_CREATING_CONTAINER Failed to call the isolation browser container creation API
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 isolation target URL is empty.
C POLICY_QUERY_FAILED Policy server retrieval failed
C FAILED_NAVIGATED_PAGE Allowed URL but actual page navigation failed
D CONTAINER_DISCONNECTED Isolation Browser Container Real-time Disconnection
E HEALTH_CHECK_NETWORK_ERROR Failed to reach isolated browser instance (TCP/TLS)
E HEALTH_CHECK_TIMEOUT Isolation Browser Instance Health Check Response Delay
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 Equipment RST Transmission
G ERR_CONNECTION_REFUSED Target port not listening
G ERR_CONNECTION_ABORTED Abnormal termination of connection (Client perspective)
G ERR_CONNECTION_FAILED General connection failure
G ERR_NAME_NOT_RESOLVED DNS query failed
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 failure
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 Validity Error
G ERR_CERT_AUTHORITY_INVALID Issuing CA not trusted
G ERR_EMPTY_RESPONSE Connection closed without response from the server
H UNKNOWN_SYSTEM_ERROR Unclassified / Default value for all unmapped exceptions

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. Mainly due to temporary internal management service outages, authentication expiration, 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, soReassign 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 — SOFTCAMP inquiry

Other A group code: Contact SOFTCAMP for 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 Session identifier exists, 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 in the isolation browser is empty. Missing entry path parameter or failure to pass URL from the parent window.

Recommended Actions

**[User]**Admin page/User page normal access path reconnect

When repeated occurrences occur on the normal pathSOFTCAMP Inquiry

4.4 C. Policy Inquiry / Determination

errorDetail Cause person in charge
POLICY_QUERY_FAILED Policy server retrieval API failure (network / 5xx / parsing error). Access to the page is blocked as the blocking/allowing judgment itself is not possible. SOFTCAMP
FAILED_NAVIGATED_PAGE policy tableAllowedDetermined as but actual page navigation failed. Isolation browser internal navigation failure or redirection loop, etc. Target Site Side / SOFTCAMP

Recommended Actions

POLICY_QUERY_FAILEDAll users experiencing simultaneously: 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 Real-time connection with the isolation browser container in use has been lost. Server-side container termination, network disconnection, keep-alive failure, etc.

💡 If the administrator forcibly terminates the access session, the user error log(RBI_USAGE_ERROR) is not recorded. The forced termination history is in the admin log.RBI_SESSION_FORCE_TERMINATE(Force termination of connection session) to confirm.

Recommended Actions

CONTAINER_DISCONNECTED: Contact SOFTCAMP if the issue persists after user reconnection.

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 blocking by firewall / web filter / network DLP, DNS failure, client offline, certificate issue.
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

**[Client Company Administrator]**Check if the SHIELD Gate domain is not blocked in the internal firewall / web filter / DNS settings.

**[User]**VPN / Restart the security agent and retry

If it is reproduced for 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 the user is using is below the minimum supported version. Switching to the update required screen due to the lack of WebView API needed for the isolated browser feature.

Recommended Actions

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

4.8 G. Chrome Network Layer Error

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

The error in this interval isUser PC ↔ SHIELD GatenotIsolation 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 during data transmission between the server.
-101 ERR_CONNECTION_RESET Server / Intermediate device RST transmission. Forced disconnection at L4 device/proxy.
-102 ERR_CONNECTION_REFUSED 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 Issuance CA 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 isIsolation Browser Cluster → Target Web ServerbetweenEgress section of the isolated environmentOccurs at. Please first check the network/policy on the isolated browser cluster side, not the user PC → SHIELD Gate segment.

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 fails or if all domains fail.

② Network Timeout / Reachability Failure (ERR_TIMED_OUT, ERR_CONNECTION_TIMED_OUT, ERR_CONNECTION_FAILED, ERR_ADDRESS_UNREACHABLE)

Isolation Browser Side (Outbound)

Check if outbound firewall is allowed to the target server IP/port from the network where the isolated browser cluster is located.

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

Check CPU / Memory / Network RTT metrics of the Isolated Browser Node (Possibility of processing delays due to overload)

Target Site Side (Inbound)

Check if the egress IP of the isolated browser cluster is not blocked in the inbound firewall / security group of the target site.

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

GeoIP / Check if the country blocking policy is affected by the isolated browser cluster region (frequent when using overseas regions)

Check if the egress IP is not listed in the IP reputation / bot blocking policies of cloud WAF (such as Cloudflare / Akamai) (there is a possibility of reputation decline if multiple user traffic converges on a single IP).

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

Comparison Test

Compare whether the same site can be accessed directly from the user's PC → If direct access also fails, it is an issue with the target server / internet line.

Comparison of accessing the same site from different isolated browser nodes (different egress IPs) → Identification of specific IP blocking 여부

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

Check if the target web server / service itself is running normally (ERR_CONNECTION_REFUSED usually means the service is down)

Check if the L4 / WAF / IPS devices on the path are not automatically blocking the isolated browser egress traffic (sending RST).

Check for Rate-Limit blocking due to a large number of requests in a short time from the target site (multiple users → appears as a single origin)

Check for Client User-Agent / TLS fingerprint-based blocking (bot detection) policy

④ Internet Connection / Network Switching (ERR_INTERNET_DISCONNECTED, ERR_NETWORK_CHANGED)

Check the internet line / NAT GW / egress IP status 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's an infrastructure issue)

ERR_NETWORK_CHANGED can also occur due to network switching on the client PC side → Simultaneous check of user connection (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)

Check if the minimum TLS version required by the target site (e.g., TLS 1.2 / 1.3) is compatible with the isolation browser policy.

Review of Allowance Based on Security Policy When Accessing Legacy Site (Only Supports TLS 1.0 / 1.1)

Check if the SSL Inspection device on the path does not cause negotiation failures.

⑥ Server Certificate Error (SSL_CERTIFICATE_ERROR, ERR_CERT_AUTHORITY_INVALID)

Expiration of the target site's certificate / Domain mismatch / Check for self-signed status

If it is a site issued by an internal private CA, check the registration status of the private CA certificate in SHIELD Gate.

⑦ Client Certificate Requirement (ERR_SSL_CLIENT_AUTH_CERT_NEEDED)

Check if the target site requires mTLS (mutual TLS certificate)

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

In the case of mTLS sites, the use of 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)

Check the normal operation of the outbound proxy (PAC / Explicit Proxy) set in the isolation browser cluster.

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)

User input URL format error (port number, special characters)

Isolation Browser Entry Path Parameter Encoding / Decoding Process Damage 여부

⑩ Empty response (ERR_EMPTY_RESPONSE)

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

Common Check

The same error occurs only on a specific site → Narrowed down to site (or site policy) issue.

Same error occurring simultaneously across multiple sites → Isolated browser infrastructure / egress line issue

The same error occurs only for a specific user → Check the user's policies / groups / routing policies

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 The 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:

Health check returned HTTP / Unclassified error

If a code comes that is not mapped in the Chromium error code mapping

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.

5. Appendix

5.1 Events that do not generate ERROR level

The following events are designed toINFORecorded only as a levelERRORwill not remain.
NAVIGATE_TO_ADMIN_PAGE          Navigate to Admin Page  
POST_INQUIRY_WORK_ITEM_ACCESS_URL  Browser Access  
RBI_URL_CHANGED                 Moved after Browser Access  
RBI_CHECK_INPUT_TEXT            User Input Sensitive Information Check  
RBI_CLIPBOARD_ACCESS_RB2PC      Isolated Browser → Local PC Copy  
RBI_CLIPBOARD_ACCESS_PC2RB      Local PC → Isolated Browser Paste  
RBI_SESSION_TIMEOUT             Isolated Browser Session Timeout  
RBI_KEYBOARD_INPUT              Keyboard Input Block  
RBI_FILE_VIEWER_REQUEST         SHIELD Viewer Request
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 time zone) Exact time range required
2 Company Identifier / Tenant Name —
3 Impacted user ID (or email) Single User / Multiple 여부도 함께
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 Issue (F Group) Classification
9 Occurrence for other users in the same time zone Infrastructure Issue Assessment Data
10 Previous Administrator Settings Change Status Policy / Storage / Firewall Change History

level	meaning
`INFO`	Normal operation or general event log. No separate action required.
`WARN`	There is no direct impact on service use, but it is a situation worth checking.
`ERROR`	Function execution failed. Cause identification and response needed.

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 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`	Paste in Isolation Browser	❌	—
	`RBI_USAGE_ERROR`	Isolation Browser Error	✅	3.6 / 4
	`RBI_SESSION_TIMEOUT`	Isolation Browser Session Timeout	❌	—
	`RBI_KEYBOARD_INPUT`	Keyboard Input Blockade	❌	—
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 from the Top Bar	✅	3.3

item	Content
event	`POST_SIGN_OUT`— SHIELD Gate Logout`POST_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 by user/customer settings.

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

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

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

#	Cause	person in charge	Note
1	Calling without an external link set in the top bar	Customer Company Administrator	Since it is pre-blocked in the admin page UI, it does not normally occur.
2	Internal data storage retrieval error	SOFTCAMP	—

#	Cause of occurrence	person in charge	How to Check
1	Abnormal response from the upload target site server (temporary site outage, authentication expiration, file size/type policy violation, etc.)	Target site side	userDirectly access the target site and upload the same file.Compare if the same symptoms occur in poetry
2	Network disconnection / CORS / DNS failure causing the request itself to fail	User / Client Administrator	Check user PC network status, VPN connection, firewall policy
3	The target site responds in a format other than JSON (HTML error page, etc.)	Target site side	There is a high possibility of issues on the target site.

#	Cause of occurrence	person in charge	Action
1	SHIELD Drive certification has expired or the token is invalid.	User	Logging out and logging back in
2	User does not have access permission for 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

#	Cause of occurrence	person in charge	How to Check
1	Abnormal response from the target site server	Target site side	Compare whether the same symptoms occur by having the user directly access the target site.
2	Network disconnection or CORS error	Customer Company Administrator	Network / Firewall Policy Check

#	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

#	Cause of occurrence	person in charge
1	SHIELD Gate server / Isolation browser container file processing error	SOFTCAMP
2	Server down, timeout, and other temporary network exceptions	SOFTCAMP

#	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	SHIELD Drive internal upload processing failed	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 deactivated 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

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

group	`errorDetail`	One-line summary
A	`FAILED_CREATING_CONTAINER`	Failed to call the isolation browser container creation API
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 isolation target URL is empty.
C	`POLICY_QUERY_FAILED`	Policy server retrieval failed
C	`FAILED_NAVIGATED_PAGE`	Allowed URL but actual page navigation failed
D	`CONTAINER_DISCONNECTED`	Isolation Browser Container Real-time Disconnection
E	`HEALTH_CHECK_NETWORK_ERROR`	Failed to reach isolated browser instance (TCP/TLS)
E	`HEALTH_CHECK_TIMEOUT`	Isolation Browser Instance Health Check Response Delay
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 Equipment RST Transmission
G	`ERR_CONNECTION_REFUSED`	Target port not listening
G	`ERR_CONNECTION_ABORTED`	Abnormal termination of connection (Client perspective)
G	`ERR_CONNECTION_FAILED`	General connection failure
G	`ERR_NAME_NOT_RESOLVED`	DNS query failed
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 failure
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 Validity Error
G	`ERR_CERT_AUTHORITY_INVALID`	Issuing CA not trusted
G	`ERR_EMPTY_RESPONSE`	Connection closed without response from the server
H	`UNKNOWN_SYSTEM_ERROR`	Unclassified / Default value for all unmapped exceptions

`errorDetail`	Cause	person in charge
`FAILED_CREATING_CONTAINER`	The API call to create a sandbox browser container has failed. Mainly due to temporary internal management service outages, authentication expiration, 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, soReassign 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

`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`	Session identifier exists, 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 in the isolation browser is empty. Missing entry path parameter or failure to pass URL from the parent window.

`errorDetail`	Cause	person in charge
`POLICY_QUERY_FAILED`	Policy server retrieval API failure (network / 5xx / parsing error). Access to the page is blocked as the blocking/allowing judgment itself is not possible.	SOFTCAMP
`FAILED_NAVIGATED_PAGE`	policy tableAllowedDetermined as but actual page navigation failed. Isolation browser internal navigation failure or redirection loop, etc.	Target Site Side / SOFTCAMP

`errorDetail`	Cause
`HEALTH_CHECK_NETWORK_ERROR`	Failed to reach TCP / TLS level to the isolated browser instance. Possible blocking by firewall / web filter / network DLP, DNS failure, client offline, certificate issue.
`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.

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 during data transmission between the server.
`-101`	`ERR_CONNECTION_RESET`	Server / Intermediate device RST transmission. Forced disconnection at L4 device/proxy.
`-102`	`ERR_CONNECTION_REFUSED`	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`	Issuance CA not trusted. Private CA not installed, etc.
`-324`	`ERR_EMPTY_RESPONSE`	The server terminated the connection without giving any response.

Table of Contents​

1. Overview​

1.1 Log Level Classification​

1.2 Scope of This Guide​

2. User Log Event Summary​

3. ERROR Occurrence Event Response Guide​

3.1 POST_SIGN_OUT / POST_RELAY_TOKEN (Sign Out / Service Transfer)​

3.1.1 Possible Causes​

3.1.2 Recommended Actions​

3.2 POST_FAVORITE_ITEM / DELETE_FAVORITE_ITEM (Register / Delete Favorite Item)​

3.2.1 Possible Causes​

3.2.2 Recommended Actions​

3.3 GET_EXTERNAL_INTERFACE_ACCESS_URL (Top Bar External Link Access)​

3.3.1 Possible Causes​

3.3.2 Recommended Actions​

3.4 RBI_FILE_UPLOAD (File Upload)​

3.4.1 [Case A] Uploading a site accessed through an isolated browser from a local PC​

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

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

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

3.5 RBI_FILE_DOWNLOAD (File Download)​

3.5.1 [Case A] Download Policy Trigger Failure​

3.5.2 [Case B] Download to SHIELD Drive Storage — Network / HTTP Exception​

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

3.6 RBI_USAGE_ERROR (Isolation Browser Error)​

4. RBI_USAGE_ERROR Detailed Code (errorDetail) Response Guide​

4.1 AllerrorDetailIndex​

4.2 A. Container / Session Creation and Allocation Failure​

4.3 B. Session Entry / Validation Failure​

4.4 C. Policy Inquiry / Determination​

4.5 D. Container Connection Status (Runtime)​

4.6 E. Health Check Failure​

4.7 F. Browser Environment​

4.8 G. Chrome Network Layer Error​

4.8.1 Error Code Mapping​

4.8.2 Client Administrator Inspection Checklist​

① DNS resolution failure (ERR_NAME_NOT_RESOLVED)​

② Network Timeout / Reachability Failure (ERR_TIMED_OUT, ERR_CONNECTION_TIMED_OUT, ERR_CONNECTION_FAILED, ERR_ADDRESS_UNREACHABLE)​

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

④ Internet Connection / Network Switching (ERR_INTERNET_DISCONNECTED, ERR_NETWORK_CHANGED)​

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

⑥ Server Certificate Error (SSL_CERTIFICATE_ERROR, ERR_CERT_AUTHORITY_INVALID)​

⑦ Client Certificate Requirement (ERR_SSL_CLIENT_AUTH_CERT_NEEDED)​

⑧ Proxy / Tunneling Failure (ERR_TUNNEL_CONNECTION_FAILED, ERR_PROXY_CONNECTION_FAILED)​

⑨ Incorrect Address Notation (ERR_ADDRESS_INVALID)​

⑩ Empty response (ERR_EMPTY_RESPONSE)​

Common Check​

4.9 H. Default Value (Fallback)​

5. Appendix​

5.1 Events that do not generate ERROR level​

5.2 Information to Provide When Contacting SOFTCAMP​

Table of Contents

1. Overview

1.1 Log Level Classification

1.2 Scope of This Guide

2. User Log Event Summary

3. ERROR Occurrence Event Response Guide

3.1 POST_SIGN_OUT / POST_RELAY_TOKEN (Sign Out / Service Transfer)

3.1.1 Possible Causes

3.1.2 Recommended Actions

3.2 POST_FAVORITE_ITEM / DELETE_FAVORITE_ITEM (Register / Delete Favorite Item)

3.2.1 Possible Causes

3.2.2 Recommended Actions

3.3 GET_EXTERNAL_INTERFACE_ACCESS_URL (Top Bar External Link Access)

3.3.1 Possible Causes

3.3.2 Recommended Actions

3.4 RBI_FILE_UPLOAD (File Upload)

3.4.1 [Case A] Uploading a site accessed through an isolated browser from a local PC

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

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

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

3.5 RBI_FILE_DOWNLOAD (File Download)

3.5.1 [Case A] Download Policy Trigger Failure

3.5.2 [Case B] Download to SHIELD Drive Storage — Network / HTTP Exception

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

3.6 RBI_USAGE_ERROR (Isolation Browser Error)

4. RBI_USAGE_ERROR Detailed Code (errorDetail) Response Guide

4.1 All`errorDetail`Index

4.2 A. Container / Session Creation and Allocation Failure

4.3 B. Session Entry / Validation Failure

4.4 C. Policy Inquiry / Determination

4.5 D. Container Connection Status (Runtime)

4.6 E. Health Check Failure

4.7 F. Browser Environment

4.8 G. Chrome Network Layer Error

4.8.1 Error Code Mapping

4.8.2 Client Administrator Inspection Checklist

① DNS resolution failure (`ERR_NAME_NOT_RESOLVED`)

② Network Timeout / Reachability Failure (`ERR_TIMED_OUT`, `ERR_CONNECTION_TIMED_OUT`, `ERR_CONNECTION_FAILED`, `ERR_ADDRESS_UNREACHABLE`)

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

④ Internet Connection / Network Switching (`ERR_INTERNET_DISCONNECTED`, `ERR_NETWORK_CHANGED`)

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

⑥ Server Certificate Error (`SSL_CERTIFICATE_ERROR`, `ERR_CERT_AUTHORITY_INVALID`)

⑦ Client Certificate Requirement (`ERR_SSL_CLIENT_AUTH_CERT_NEEDED`)

⑧ Proxy / Tunneling Failure (`ERR_TUNNEL_CONNECTION_FAILED`, `ERR_PROXY_CONNECTION_FAILED`)

⑨ Incorrect Address Notation (`ERR_ADDRESS_INVALID`)

⑩ Empty response (`ERR_EMPTY_RESPONSE`)

Common Check

4.9 H. Default Value (Fallback)

5. Appendix

5.1 Events that do not generate ERROR level

5.2 Information to Provide When Contacting SOFTCAMP

#	item	Note
1	Occurrence Time (YYYY-MM-DD HH:MM:SS, including time zone)	Exact time range required
2	Company Identifier / Tenant Name	—
3	Impacted user ID (or email)	Single User / Multiple 여부도 함께
4	Event Code	Example:`RBI_USAGE_ERROR`
5	`errorDetail`value	`RBI_USAGE_ERROR`required 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 Issue (F Group) Classification
9	Occurrence for other users in the same time zone	Infrastructure Issue Assessment Data
10	Previous Administrator Settings Change Status	Policy / Storage / Firewall Change History