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Karren Bangura

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Aug 2, 2024, 6:11:51 AM8/2/24

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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.

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 :)

Hello Zerry,

you might also search the logs and IPS for suspicious entries in order to find the reason.

If you have the change you might mirror the traffic that goes to the apple TV and look whether you see what is happening.

Eventually some of the advanced firewall settings might help. I don't have netflix. Probably it uses UDP or QUIC and maybe some bulk transfer with with longer pauses. There is some timeout for the stateful UDP "connections". The default is 60. However this is pure guessing but it helped really good with Microsoft Teams.

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.

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.

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.

With trial and error and searching for options and suggestions from internet I finally found the solution to this problem. To me as a not full-time Sophos admin the solution was kinda complicated and demanded a lot of effort to get to know all the little nuances of the XG. AppleTV with Netflix app is now fully working with my XG. Thank you all for suggestions. I am not so sure did I weaken the security a lot but I limited the effects to AppleTV IP only and therefore I rely on Apples' security on this one if something is "leaking".

You know it is/was very annoying when the Netflix clients in Samsung/LG smart TVs, Android cell phones/tablets, Android mediaboxes and Windows10 computers and laptops worked all out-of-the-box without any modifications to XG or apps/clients, and this AppleTV (gen3) Netflix app did not work even thou practically the only difference is the IP address. And still AppleTV Netflix app worked fine with Ubiquiti USG3.

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