App downloading issue for wi-fi mobile users

[Satish]

Dear Friends,

Need your suggestion for below issue.

PAN OS 6.0.9

Unable to download app from play store thru mobile.

There have wi-fi environment, when mobile (smart phone ) users connected thrue wi-fi, he is able to browse internet  but not able to download any app from google play store.

security policy like source wi-fi zone destination untrust application any service any action allow.

[Raido_Rattameister]

No security profiles added to security policy?

What logs show when you filter diferent logs with those filters?

Traffic

( action neq allow )

Threat

( action neq alert )

URL

( action neq alert )

Data

( action neq alert )

Anything blocking?

[Satish]

Hi Raido,

There is no such kind of security profile (security profile none) and in logs showing application = Incomplete or Insufficient data.

Thnx

Satish

[Raido_Rattameister]

I would start troubleshooting by checking box "log at session start" on policy's Action tab.

This will generate log entry for every application shift.

And check if anything strange there.

No decryption policyes in place?

[pulukas]

Can you find the logs for the specific attempt to download from the play store?

[Satish]

Hi Raido,

No any decryption policies.

Regards

Satish

[Satish]

Hi Steven,

i cant think so only showing incomplete application thats all and also tried pcap file. we didn't get any  drop packet.

Regards

Satish

[Raido_Rattameister]

If you don't have any security profiles (security profile none as you mentioned) then you don't see file downloads in logs.

Configure file blocking profile to log all and add it to security policy.

[pulukas]

I would try to setup a span port and do a full pcap of the transaction if at all possible.  I think we really need to see the closing packets of the session to understand why the transaction is failing.

You may also want to open a ticket on this with support.  They have access to deeper levels of logs and session status that could shed light on the issue.