Are they using certificate pinning? I know that is one reason decryption breaks an app. Here are some resources to look through:
There are some apps that just dont like it and cant be decrypted, Skype is just one example.
Hope that helps.
You're talking about inbpund SSL decryption, right? It can't be the issue with certificate pinning as certificate is the same (just moved from server to PA). Basically in SSL decryption scenario PA shoul be just listening to decrypted traffic and understand it because it has the apropriate certificate with private key. But in fact it does alter a session a bit as a colleague told me from debugging session with PA support. However for any details and logs about it you will probably have to ask support.
Another could be some external components having issues with decrytpion (if your application is using such).
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