WhatsApp Client Intermittent Connection

TABLE OF CONTENTS

• Product Details
• Issue/ Problem
• Impact
• Solution
• Best Practise
• Summary

Product : Zscaler Internet Access

Component : -

Version : -  Build No. : -

Issue/ Problem :

User will report on WhatsApp client that on the top left part of the window will loop in showing 'No Connection' and 'Connecting'.

Impact :

WhatsApp be unusable when ZIA is turned on.

Solution : 

Advised by Zscaler support to allow WhatsApp client ports in firewall control

Administration > Firewall Filtering > Network Services

1. Add Network Service

2. Name service appropriately, e.g 'WhatsApp'

3. TCP Destination Ports:

4244

50318

5222

5223

5228

5242

59234

4. UDP Destination Ports:

3478

45395

50318

59234

5. Save and activate changes.

Policy > Firewall > Access Control > Firewall Control

1. Add Firewall Filtering Rule

2. Rule Order: 1

3. Name rule appropriately, e.g 'WhatsApp Firewall Allow'

4. Services > Network Services > Pick 'WhatsApp' from the service created earlier.

5. Save and activate changes.

Best Practise : 

-

Summary : 

    WhatsApp client specifically is experiencing intermittent connection when user is connected through ZIA. This issue has never happened before when referring to past issues. Even when most FQDN used by WhatsApp has been bypassed in SSL and URL filtering. Solution was to add in custom ports specifically for WhatsApp client in firewall portion of ZIA.