Troubleshooting Common Issues

If you encounter a problem, review these common issues and solutions before contacting support.

Website Not Loading After Osto Integration

• DNS Configuration: Confirm that your website's A record in your DNS settings points correctly to the OSTO IP address.

• SSL Certificate: Verify that a valid SSL certificate has been uploaded and correctly assigned to the domain in Osto.

• Firewall Rules: Ensure your origin server's firewall allows inbound traffic from Osto's IP ranges.

• Policy Conflicts: Review your Website Protection Policies to ensure they are not overly restrictive and unintentionally blocking legitimate traffic.

• DNS Propagation: Clear your local DNS cache or wait for DNS changes to fully propagate (this can take up to 24 hours).

SSL Certificate Not Applying Correctly

• Format and Integrity: Ensure the uploaded certificate is in a valid format (.cert, .key, .pem) and is not corrupted.

• Domain Mismatch: Check that the certificate's common name (CN) or subject alternative name (SAN) matches the domain/subdomain you are securing.

• Re-upload: Try re-uploading the certificate and re-assigning it to the website.

• Expiration Date: Verify that the SSL certificate has not expired.

Security Policies Not Applying

• Correct Assignment: Double-check that the policy is assigned to the correct users, groups, or websites.

• Changes Saved: Ensure you clicked Save Policy after making changes.

• Policy Priority: Look for conflicting rules in other policies. In the case of Secure Server Access, a higher-priority policy (lower number) might be overriding your intended rule.

Secure Server Connection Issues

• Agent Installation: Confirm that the installation script was executed correctly on the server without errors.

• Outbound Firewall Rules: Ensure the secure server's firewall allows outbound connections to the Osto platform.

• Access Credentials: Verify that you are using the correct credentials (e.g., SSH key) for the user attempting to connect.