This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

WhatsApp Issue with Web Protection

hello everyone 


when ever i turn on web protection for a rule users who can use internet through this rule can use whatsapp application on there phones or web whatsapp

i tried to make a workaround for web whatsapp and created a top rule that allow access to web whatsapp and turned off web protection and that solved web whatsapp problem 

now my problem is with the application it self it wont work until i turn off the web protection 

although i made exception for it in the PROTECT>Web>Exceptions and checked the log viewer and it is all green and all http and https scan & Decrypt  are turned off 

is there any solution for this issue ?

thank you 

This thread was automatically locked due to age.
  • M.Hegazy,

    create a web exception with this urls:



    Here the image. In my case works. I use decrypt and scan on my XG.


  • Hi

    i solved whatsapp application issue yesterday

    i dont use "Any" as service

    the problem solved when i added whatsapp application ports and both of them were working till this morning

    but couple hours ago the QR code came to the surface again

    any idea why this strange behavior from the firewall??

  • thank you for response.

    as soon as I disable the pharming protection, things seem to work. Indeed for me it is whatsapp starting to delay extremely once I enable pharming protection again.

    I am still testing. I will test both above ways (Christopher Moss and Michael Dunn). It will take some days because I have to await user feedback and check on my own! Will get back to you for sure.

    Yes, I am running 17.1.1 MR-1


    edit: had the wrong name in () above...

  • alright, today I had the same issue again, even with pharming protection disabled. I honestly thought that could be the right direction, but it is not. on the 5 day that already known delay in whatsapp occured again. sending is really delayed and if I would receive a message, whatsapp just tells me "you may have new messages".


    so if I understand you correctly dns entry and pharming protection is not my way to go. now I will try activate pharming protection and try Christophers way. keep you updated.

    what wonders me is, why sometimes whatsapp has that delay, and sometimes it works as usual.... i cannot find anything blocked in the firewall for that user, only allowed entries in the log around that time stamp...

  • Also Michael, i have Whatsapp allowed in my application filter. If you are using a application filter you might want to allow Whatsapp also. 


  • I already did, but solely this does not help.

    Die try it with your Suggestion in web filtering and have to see how it behaves now. Debugging is pretty difficult since log files do not point it out clearly...

  • Hey Michael, just wanted you to have your application policy with the Whatsapp rule in conjunction with the web policy setting i mentioned. That's what worked for me.


    This is the web policy i mentioned.


    make sure video and voice are on top of the web policy and all actions are allowed. and then make sure your application filter has all the Whatsapp criteria allowed.

  • Yep, i Had allow all in web Policy ans added your rule in Addition. I Always had the Applikation rule running.

    Will geht Back to you once either the Error occurs again or it worked for some days...

  • ok, that did not last long...

    I had the same delay some hours ago. Messages just aren't sent without delay, if I switch to mobile data on smartphone, message is sent immediately. If I keep staying in my wifi, there is a delay about 2 minutes... more or less...


    As a last step I try to deactivate all firewall policies for that device and disable pharming protection.

    If problem although occurs, I would say it is not a Sophos issue, is it? Whats your opinon? What else could it be? Do you see any else options how I could debug my issue?

    Thanks a lot, Michael

  • Hi,

    Try reviewing the DNS settings on the failing device.


    V18.0.x - e3-1225v5 6gb ram with 4 ports - 20w. 
    3 AP55s and 2 APX120s having a holiday until software update is released.
    If a post solves your question use the 'This helped me' link.
  • it is the firewall als dns and my providers dns servers.

    what else can I review here? normal webbrowsing and everything else works like a charm...

  • Hey Michael, was going through my rules and forgot that i have specified my services for my general rule and within the services i created a whatsapp service of ports that whatsapp uses.


    so for my general rule i allow https, smtp..etc

Reply Children
  • Good point about the ports.


    If that is not it, then:

    The problem could be something with web browsing (eg HTTP or HTTPS).  However it could also be DNS timeout or something on some custom ports it uses.  It can be hard to tell, especially since it is hard to packet capture on a mobile device.
    Are you doing HTTPS Decryption?  If you are, maybe the app does not like the CA.  You can try disabling it in the firewall rule or in an exception.
    If you temporarily put in a high level firewall rule for Source Any Destination Any Service Any with no malware protection or application or web policies (basically super wide open) does that resolve the issue?  If so, then start closing the rule to where is starts being slow.