Sophos Endpoint Web whatsapp blocked

Thank you for reaching the community forum.

Based on the error you've shared on the phone and Central. It seems like there's a User base policy applied to the said user account.
You may need to validate your current web control policy and check if you have userbase policy active on your policy setting. If you do? Then you may remove this user account for this user to access the website. 

Hi GlennSen,

Thanks for the reply.

Can you share some more details. Basically the policy is being applied on user level and device level. I have tried to remove policy being applied at user level but still no success. users/ devices connected to this same web policy are able to use web.whatsapp without any issue but on this particular user after allowing web.whatsapp. Whatsapp page opens and after scanning QR code doesn't show the chats screen and get stuck on loading chats.

Regards,

MAS

Hi GlennSen,

Thanks for the reply.

Can you share some more details. Basically the policy is being applied on user level and device level. I have tried to remove policy being applied at user level but still no success. users/ devices connected to this same web policy are able to use web.whatsapp without any issue but on this particular user after allowing web.whatsapp. Whatsapp page opens and after scanning QR code doesn't show the chats screen and get stuck on loading chats.

Regards,

MAS

So when you mentioned that you'd removed the policy to the said user, have you tried performing a force update on the user's device? Do the users already use the default policy that you have? 

On the device where the user is using. Was there any error on the endpoint side, especially the MCS component?

Hi,

Yes force update was done on user end and restarted the system for safe side but still issue persists.

Regards 

Thank you, 

You can try the below steps and confirm for status.

Disable TP on the Device, then navigate to Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Management\Policy\WebControl on your registry.
Perform back-up on the said registry path and remove the Key after the back-up is secured. After removing/deleting the key perform a manual update on the endpoint and confirm what policy is applied.