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Re: Support Case00347414

 

I am having issues with Facetime when Netskope is enabled. I am steering "All Traffic"

 

I have created a certificate pinned app for the facetime process and bypassed * all domains from steering config.  Whether this cert pinned app is enabled, or not - the issue persists.

 

I have ALLOW-ALL rules set for cloud apps, all web traffic, and cloud firewall. I also have numerous Apple domains set to Do Not Decrypt in SSL Decryption policy. 

 

Looking for assistance from others who may have encountered this in there deployment.  @sshiflett any ideas?

 

NS Debug Logs with Cert Pinned App disabled:

 

2023/11/20 11:36:43.519144 stAgentNE p2668 t18363 info tunnel.cpp:873 nsTunnel DTLS [sessId 120352348] Tunneling flow from addr: 1.0.0.1:51979, process: facetime to host: gateway.icloud.com, addr: 17.248.193.19:443 to nsProxy
2023/11/20 11:36:43.652241 stAgentNE p2668 t9523 error nsClientFlow.mm:200 nsClientFLow Find UDP flow idx dict failed, not found 65517
2023/11/20 11:36:43.652466 stAgentNE p2668 t9523 error nsClientFlow.mm:233 nsClientFLow Cannot process tunnel UDP data, the UDP flow is not found.
2023/11/20 11:36:43.817578 stAgentNE p2668 t9523 error nsClientFlow.mm:200 nsClientFLow Find UDP flow idx dict failed, not found 65511
2023/11/20 11:36:43.817836 stAgentNE p2668 t9523 error nsClientFlow.mm:233 nsClientFLow Cannot process tunnel UDP data, the UDP flow is not found.

 

 

Hello @patrickmendosa,


 


I hope you've been well!  I reviewed the case and added some notes as there is a known issue with Facetime that I've asked support to confirm is the cause of the issue you are seeing.   Can you confirm in the case (or here) what behavior you are seeing?  Does the call initially establish and then eventually timeout or does it just fail to establish immediately? 

@sshiflett I am doing well thanks for asking! Hope you are as well.

 

The call will initially connect, however video and audio never come through for either participant. 

Netskope has reported this issue to Apple.

Apple hasn’t provided an ETA for resolving facetime issues (TSI(Technical Support Incident) ticket #4471460

Workaround is to disable Cloud Firewall(steer Web Only, not all ports/protocols) for the users who need FaceTime access.

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