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Issues with audio/video from Teams and Zoom

Antonio Clark

Hello,

For the past year we have been having issue with video conferencing (audio dropping, calls dropping) We reached out to our ISP first and they determined that the issue was on our end. We believe that the issue is the firewall as users that are working remotely and connected to the VPN experience the same issue. I even bypassed the firewall completely and connect to the ISPs equipment directly and did not have any issue in my testing. I have a support ticket open but haven't really gotten anywhere with them as this issue is intermittent.

We have added all the Microsoft 365 IPs to an exception per this KB https://docs.microsoft.com/en-us/microsoft-365/enterprise/urls-and-ip-address-ranges?view=o365-worldwide#skype-for-business-online-and-microsoft-teams

and the Zoom IPs via this KB: https://support.zoom.us/hc/en-us/articles/201362683-Network-firewall-or-proxy-server-settings-for-Zoom

we have also tried this KB: https://support.sophos.com/support/s/article/KB-000037055?language=en_US to no avail.

When the issue occurs I don't see any blocks in the log viewer.

This a very annoing issue that I've been tracing down for far to long and I am quite frustrated at this point.

Any help would be appreciated.

-Thanks



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  • 0 in reply to Antonio Clark

    Hi Antonio,

    do you use https scanning and decrypt with CA installed? You will need to create an exception in the web page of the XG. Some applications do not like being decrypted but never show any errors which is frustrating to debug.

    ian

  • 0 in reply to rfcat_vk

    Hello Ian,

    We do use https scanning. We have put exceptions for pretty much all of Microsoft's IP addresses/URLs and the same with Zoom per the KBs i linked above.

  • 0 in reply to Antonio Clark

    Hi Antonio,

    I setup a firewall rule at the tp of my list for the zoom application.

    Source - LAN

    Network - house

    Destination - WAN

    Network - *.zoom.us ( it contains all the zoom IP addresses and is populated by the XG.

    services  - ZOOM special using the list of ports from the zoom site. I added ICMP because I found which is a bit concerning that ICMP was allowed out my firewall rule even though it was not on the allowed list.

    WEB - allow all

    enable web proxy but not decrypt and scan, just scan http and decrypted https.

    Application - allow all

    IPS - my modified IPS policy

    I started the zoom application and was able to setup a test meeting, not having any zoom meetings currently scheduled, I was not able to test extensively.

    Ian

    extra, I don’t have any exceptions for zoom



    Added note about no exceptions for zoom.
    [edited by: rfcat_vk at 4:04 AM (GMT -8) on 8 Dec 2020]
  • 0 in reply to rfcat_vk

    Hello Ian,

    we created a rule akin to what you have there and are still getting the issue. Not seeing any blocked traffic in the log viewer at the time of the audio drop. we are using Teams for testing as we mainly use Teams but, the issue present is on both platforms.

  • 0 in reply to Antonio Clark

    UDP 3478, 3479-3481 really not blocked? I ask because both apps use those ports for Audio/Video transmitting.

  • 0 in reply to LHerzog

    I just checked all of those ports in the log viewer and it's all green. Now you are starting to see my confusion/frustration. Feel like I've been chasing my tail...