iPrism internet filtering appliance and network duplicate callback issues

We have experienced duplicate callback issues with some districts using the iPrism internet filtering appliance. If you are experiencing this issue, we recommend the following procedure:

• Confirm that duplicate callbacks are occuring here: http://www.letsgolearn.com/lglsite/support_read/network_duplicate_callback_issue/
• If the test is negative, do not proceed any further with this article for this is not a duplicate callback issue
• If the test is positive and you are using the iPrism internet filtering appliance:
  • iPrism AV scanning is enabled by default, Check the iPrism AV scanning configuration and disable it
  • Repeat the LGL duplicate callback test procedure
• If disabling the AV scanning did not work
  • At the appropriate time, disable the filter by powering it off. This will set the appliance to go into bypass mode allowing unfiltered flow of traffic
  • Repeat the LGL callback test and notify us again
  • Power the appliance back up to return to its normal state
• If there are no callbacks after bypassing the filter then we know that it is a filter configuration issue
  • Make sure all of the LGL IPs and URLs are on your exception list
  • Check your profile configurations and any custom filters that may have been added

If this does not resolve the issue, we recommend contacting St. Bernard iPrism technical support for configuration assistance.

Tags: iPrism internet filtering appliance, duplicate callbacks