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WhatsApp call blocking issue in USG6350

Publication Date:  2017-12-09 Views:  281 Downloads:  0
Issue Description

[Version information]:

USG6300 V100R001C30SPC300


Problem Description:

The customer faces a problem in whatsApp calls as he cannot initiate a call but the application is working fine. 

After checking the issue in a remote session when specifying the whatsApp application it doesn’t work at all even if specifying the entertainment application group, but when we open the security policy (any,any) the customer can initiate whatsApp call.


[Configuration script]:

configuration of the security policy that specifies the whatsapp application.

security-policy

 default policy logging

 rule name "Sound Cloud"

  description Sound Cloud

  policy logging

  source-zone trust

  destination-zone untrust

  source-address address-set "Allow Address Sound Cloud"

  application app-group whtsapp

  action permit


Handling Process

Firstly:

checking the diagnostic-information and checking the security policy which the users hits in, we found that the specified users hits in "Sounc Cloud" security policy which contains "WhatsApp" application.


security-policy

 default policy logging

 rule name "Sound Cloud"

  description Sound Cloud

  policy logging

  source-zone trust

  destination-zone untrust

  source-address address-set "Allow Address Sound Cloud"

  application app-group whtsapp

  action permit


Secondly:

checking the Firewall session-table and didin't find any block on the whatsApp traffic, also checking the specified ports for the communication (source port, destination port)



Thirdly:

permit all the traffic for the specified group and open the security policy (any, any) after that the customer can initiate a whatsapp call without any block.


Root Cause

Root Case】:

 Other applications that includes voice features need to be permitted and added in the application group to help whatsapp work and therefor the customer can initiate a whatsapp call smoothly.


Solution

Solution Description】:


Add ImoIM/FacebookSSL/https/http/rtp/rtsp/stun applications in the application group of the security policy as all these applications can help the call to be initiated without any block and users can make  a whatsapp call.



END