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Apple TV + Netflix do not stream

Zerry Zakman

I am not an expert with Sophos firewalls but have used them (UTM & XG) for about 6 years now as my home and company firewalls.

I have had this Apple TV device for some time now and never have had the Netflix app working properly. I was wondering if this community could help me out with this because I am a bit out of ideas now.

What I have done is that I have a normal Netflix account which I am using in my home network with multiple devices and everything else is working fine but this AppleTV device with Netflix app. Netflix app is working fine until the video stream should be starting when it says only "An Error Occurred Loading This Content. Try again later!". The same thing with UTM and XG both.

My UTM and XG are installed as VMs' in my NAS and everything else works fine.

I have tried Netflix with several devices and applications in my network in which all the traffic goes thru this same firewall. Here is now it works:

1) With my Android cell phones and Tablets everything works smoothly and I can watch whatever I want from Netflix without any hickups

2) WIth my Windows 10 computers and laptops the same than previous. No hickups.

3) WIth my Samsung and LG TV Netflix Apps again the same thing. No hickups. Everything is smooth.

4) Even with my Linux computer and Kodi mediabox works fine with Netflix. Streams works well.

5) This AppleTV do not give stream even it has exactly the same network and setup. Everything else works with this AppleTV netflix app but this last and most important part the video stream does not.

6) My spare gateway is this slower Ubiquiti USG3 firewall and it works fine with AppleTV Netflix. Stream goes well.

So there is something fishy with AppleTV Netflix app and Sophos firewalls. I just cannot figure out what.

I have tried the instructions of this thread but no help. Same subnet, same gateway, same DNS but no success.  I have no any exotic setup in my firewall pretty much default everything. Some small adjustments but not anything that could block anything important. Everything works. 

And please if you have any suggestions put them so that me as a casual user understand what you trying to say. No pro lingo like "put the MASQ on in new host  in FQDN and override policy on DNAT user". I have no idea what you talking about :)

Show me what and from where (and why). Thank you.



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  • 0 in reply to emmosophos

    Or maybe switching off Proxy and DPI completely?

  • 0 in reply to emmosophos

    Hi Emmanuel,

    I just tried again what comes to log of XG when I just power on AppleTV and go directly to Netflix and try to continue watching the last movie I have been watching. Same thing. No stream. And no lines to log. None from that IP in about the same time stamp than the error occurred.

    About 1 minute after there are 10+ lines from that IP blocked to Amazon cloud address 54.77.152.21 (Invalid traffic - Denied - Amazon IP - port 443 - TCP). Maybe related to something else AppleTV is trying to do.

    I am ashamed to confess that I do not know what you mean by do I use DPI or Web proxy. I think that I use web proxy because all the lines in Policy are the devault ones and in there are the 2 lines on by default. I haven't touched anything on them.

    I have no IP specific lines in Firewall Rules at all and the only line active now is the #Default_Network_Policy. Nothing else. I have stripped all the rules to check out if there is/was something that is causing this. No effect.

    In Web Exceptions there is only one exception added which is that Regex List from here. This criteria was needed to get Netflix to work at all.

    IPS DoS attack says that there is no traffic dropped of any kind. All values zero before and after. All IPS policies are defaults.

    How do I turn off proxy and/or DPI off completely. Does it expose my network to internet or at least weaken my web browsing security?

    As you can see I am not used to tune this firewall well and therefore please gimme specific instructions how to proceed on this if you have suggestions.

    -ZZ

  • 0 in reply to emmosophos

    I made a new rule to firewall with the highest priority allowing all traffic from that IP to WAN to any destination with any service. In web filtering web policy to allow all and no other selection. I tested with Filtering common web ports enabled and not (web proxy and DPI). With this new rule enabled the Netflix client do not connect to Netflix at all. When I turn off this rule the same old thing Netflix client works fine but the stream do not start. Only the error message.

    Here is the log during that time I was connected to netflix and started the stream which do not work.