iOS 15.3
SSL cert is Let's Encrypt, the concerned server is a proxy for mobile HCL Safelinx
Wi-fi enabled: can connect to a specific server + HCL Verse App state: OK
Wi-fi disabled (5G): cannot connect to the server +HCL Verse App state: KO (certificate: nill cannot connect to server)
Test:
- Disable Norton 360 Web protection: KO
- Tried to disable VPN: cannot disable it in iOS Parameters -> VPN
The solution: removed Norton 360
Thanks for the update. So all is OK now? Not a Norton problem, this time??
The problem was coming from dns the server got ipv6 and ipv4 but the reverse only listen on ipv4 with wifi this is not a problem but it is a problem for 3/4/5G (cellular access), I have just changed AAAA entries in DNS…
Yes just the rverse proxy server (ex IBM Mobile connect),
All others are accessede through 5G or Wifi without any proiblem
Firewall rules are exactly the same
i’ve Tried the TLS Inspector iOS app which worked and cannot neiher connect to all server (VPN not supported if set on iOS)
And it is just the one site accessed by the HCL Verse app that you cannot access on 5G? You can still access other web sites using 5G and Safari?
no problem!
Q:No Norton installed, both Wifi and 5G are working correctly.
A: Yes
Q:With Norton installed, and Web Protection enabled you could not connect with 5G. If you disabled Web Protection were you able to connect with 5G?
A: I can't connect both config
Q: When you cannot connect to 5G, was there any notification in the Wifi Security section of the 360 app?
A: No
Q: And when you are unable to connect with 5G did you verify in the VPN section for the 360 app that the VPN was still OFF?
A: Yes
With wi-fi
Sorry to keep questioning, but just trying to nail down exactly what is happening.
No Norton installed, both Wifi and 5G are working correctly.
With Norton installed, and Web Protection enabled you could not connect with 5G. If you disabled Web Protection were you able to connect with 5G?
When you cannot connect to 5G, was there any notification in the Wifi Security section of the 360 app?
And when you are unable to connect with 5G did you verify in the VPN section for the 360 app that the VPN was still OFF?
Yes
- Norton installed: Wifi access to the server is ok
- if i removed Norton access is ok with wifi+ 5G
I first thought the problem was on a bad ssl cert misconfigured, I’ve checked with Google chrome and ibm ikeyman the p12 file, root certificate is valid. All other servers are using Let’s encrypt the only difference is the proxy. Seems it happened few weeks ago, the iOS was upgraded, i suspect the 15.3 upgrade but not sure
Thanks for the logs.
So turning off Web Protection did not resolve the issue.
With Norton removed, are you able to connect on both Wifi and 5G?
And when you mentioned above that you were able to connect with Wifi, was that with Norton installed?
Logs Sent '(I needed to create a mail account on ios…)
Tests done:
- Safari to the web site
- HCL Verse Sync (manual force)
- Back to 5G only
- Safari to web site
- HCL Verse Sync (manual force)
I reaaly meant KO (did not work)
So to confirm, you are using the HCL Verse app and you have no issue with a Wifi connection. But if you use 5G cell data it does not work.
- Tried to disable VPN: cannot disable it in iOS Parameters -> VPN
You cannot control the VPN in 360 from the iOS VPN settings. You can only control it from within the 360 app.
- Disable Norton 360 Web protection: KO
Do you mean OK, it does work with Web Protection turned off? Web protection has had some connection issues in the past. If so, and you would like to help Norton diagnose this, you can send logs from the 360 app.
Start by opening iOS settings on your device and scroll down to the bottom where the apps are listed. Tap on the Norton 360 app and tap to Enable Debug Log.
Now use your device until it causes the issue you are having. In your case, start with the Wifi connection to show it works. Then close Wifi and use the 5G network to show it does not work. Then open the 360 app and tap on the three bars at the top left, then tap Help. Tap on Send Error Report and fill in any information requested. In your submission, please include "forum 'your username' " in the Case ID section of the report. Also include a link to this thread.
If you do send logs, please let me know and I'll notify my contacts to look for them.