07-31-2023 09:37 PM - edited 07-31-2023 10:41 PM
Recently iPhone users only facing in WhatsApp "connecting" message, User could not send a message and make a call
on corporate wireless network But, working in mobile network.
It was working before, day by day users facing this issue is increasing. Still WhatsApp working for some of the iPhone users on same wireless network.
Tried IOS software update and WhatsApp update as well but no luck.
Same is working for all andriod users even on old version of WhatsApp.
in firewall end, WhatsApp traffic is cannot recognized as whatsapp-base for iphone. it shows as unknown-tcp.
No recent changes in our firewall end.
09-01-2023 03:57 AM
An App-ID update fixing this issue should be delivered 3rd week of september. No other solution than the workaround explain in this thread.
09-01-2023 06:04 AM - edited 09-01-2023 06:06 AM
Workaround is to permit unknown-tcp traffic on port 443 and 5222 to WhatsApp IP ranges.
You can get WhatsApp IP ranges from https://developers.facebook.com/docs/whatsapp/guides/network-requirements/
Look for "WhatsApp server IP addresses and ranges (.zip file)" on the page.
09-08-2023 01:56 PM
hi , Did you get any response?
09-11-2023 12:45 AM
Like I said, the only answer is : "wait for th App-ID update 3rd week of september". Before this you have the workaround described in this thread.
09-21-2023 09:57 AM - edited 09-22-2023 10:11 AM
Hi guys! I saw that an App-ID update was released (Version 8756), but in my case the problem continues. Anyone else still having the same problem?
Applications Content Release Notes:
https://proditpdownloads.paloaltonetworks.com/content/app-8756-8298.html?__token__=exp=1695974588~ac...
09-22-2023 05:05 AM
Error message on release note :
An error occurred while processing your request.
Reference #199.8e327b68.1695384246.3cd9a3ba
How can you know this App-ID update should fix the problem?
09-22-2023 10:10 AM
Sorry. Follow the updated link. In "Modified Applications" it shows subscription updates for WhatsApp and Telegram.
10-03-2023 07:33 AM
After content update 8756 I see no difference whatsoever. Lots of Whatsapp-traffic is still being classified as tcp-unknown an subsequently gets dropped.
10-03-2023 07:39 AM
If someone has been able to solve this problem, please comment the solution for the community. Thanks
10-03-2023 07:44 AM
I get an answer from Palo Alto support to try with update 8756-8298 (09/20/23) or higher.
After that everything works correctly (Whatsapp and Instagram) with no unknown-tcp or unknown-udp anymore.
10-03-2023 08:30 AM
@MarketMaker wrote:
I get an answer from Palo Alto support to try with update 8756-8298 (09/20/23) or higher.
After that everything works correctly (Whatsapp and Instagram) with no unknown-tcp or unknown-udp anymore.
That is exactly the update I tested (and I assume Antonio-Siqueira did so too). In my case that does not help to solve the problem. At this moment we run Content Update 8760, but as far as I can make out from the Release Notes there haven't been any changes to Whatsapp since update 8756.
Did update 8756 (or later) solve this issue for you, MarketMaker?
10-03-2023 08:49 AM
Yes it does. and whatsapp works well without any unknown-tcp app rules
10-09-2023 06:54 AM - edited 10-09-2023 06:55 AM
There will be a new update on October 17th, according to the release note for version 8762. Follow the link...
10-09-2023 01:26 PM
Please let us know if received any updates from TAC
10-26-2023 05:47 AM
Just a quick note to let you know that TAC is still working on this issue. They studied logs and captures from our firewall but may possibly need some more logging and captures. So still work in progress. Lets hope they find something helpfull.
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