Following on from the Google search issues that occurred last month, RM have provided HfL with a report on this incident.
On 29th January 2019, users reported issues accessing Google search results when using SSL proxies (wf3.thegrid.org.uk etc.). While trying to access search results, users were not receiving the desired webpage, instead they were getting a filtered message.
When dealing with a non-Herts eSafety query, the RM Service Desk added a new deny rule into the RM Global List (RM Pornography) within RM SafetyNet. This resulted in denying all the Google URL’s containing the rule. The change was applied to the live environment after being tested. Whilst the initial rule was overly broad, it was implemented quickly with a safety first approach as the video on YouTube was of a highly offensive nature. Following analysis and fault detection, this entry was updated to a more surgical approach, allowing for normal google search access to resume.
Follow-On Actions: The RM Management Team will discuss and finalise further safety measures that needs to be taken when staff amend the RM Global Lists. RM Management will also review the current testing scenarios and propose amendments if required. Additional training will also be delivered to the RM Service Desk and they will be reminded of the importance when amending rules on the RM Global Lists. HfL have requested RM keep us updated on developments.