Blocked ISP's app from the firewall

Question

Hello Gents, 
 Good Day! 
 
 I am new to the Sophos firewall, just upgraded last month to XG210. everything working fine except the billing app from our ISP called "Billexpress Client". I have provided below a download link to test it. when testing, if you get the login page that means it's working. 
 http://www.ooredoo.qa/portal/OoredooQatar/billxpress 
 I have allowed ISP's URL: ocbc.ooredoo.qa and ooredoo.com with this format ^([A-Za-z0-9.-]*\.)?ocbc\.ooredoo\.qa\.?/ & ^([A-Za-z0-9.-]*\.)?ooredoo\.qa\.?/ in new exception list and also allowed them from URL Group. still, it reverts back with an error message before the login page . I have tested without a firewall network and it works fine, the login window simply comes up. it is blocking from the firewall but could not find where it is blocking from. could someone please help me to find the fix for it. 
 Thanks 
 Bibash Saud

emmosophos · Accepted Answer

Hello Husqa, 
 For remote sessions, you need to call our Support Team. 
 You can simply create a Test Firewall Rule for one PC, use the Computer's IP in the Firewall Rule and put this Firewall on TOP and this will only affect this PC traffic. 
 I did the same test on my end and got the following URLs, so you might need to add this ones too: 
 https://api.livechatinc.com/ 
 https://ooredooqa.dimelochat.com 
 https://analytics.tiktok.com 
 https://accounts.livechatinc.com 
 Regards,

emmosophos · Answer

Hello Husqa, 
 Thank you for the screenshot. 
 It looks like you&rsquo;re using the DPI engine, try creating an exception for the software under Protect >> Rules and Policies >> SSL/TLS using the Destination Network as FQDN. 
 Also if you&rsquo;re on the Control Center, and click under SSL/TLS connections (on the middle right side of the screen), in the new "window" you&rsquo;ll see a "Fix Errors" click there, and you&rsquo;ll see a list of domains with issues, search for the domain you are having issues with and then you can click Exclude from Encryption and it would give you the option to Add domain/ Add Subdomain, I think the subdomain will be enough for you. 
 Regards,

Blocked ISP's app from the firewall

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