Outage in Prisma by Palo Alto

Issues with decryption of Microsoft Teams traffic through Prisma Access

Resolved Minor
February 14, 2025 - Started 3 months ago - Lasted 10 days
Official incident page

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Outage Details

We have received reports from customers experiencing issues with Microsoft Teams traffic that is being decrypted through Prisma Access via SSL Decrypt functionality. The flows may be dropped due to a 'decrypt-cert-validation' reason. To temporarily workaround this issue, a decryption policy rule can be added to bypass decryption for Microsoft Teams or split-tunnel this traffic via a GlobalProtect tunnel configuration policy. We appreciate your patience as we continue to investigate this issue. Updates will be provided as they become available
Components affected
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Latest Updates ( sorted recent to last )
RESOLVED 2 months ago - at 02/24/2025 06:25PM

We have confirmed that this was the result of an update to the intermediate certificate that may be used by Microsoft Teams, which is signed by a newer Microsoft Trusted Root CA. Implementing the newest Microsoft Trusted Root CA will resolve this issue.
Please reach out to the support team or to your customer success representatives if you need any additional clarification with respect to this issue.

INVESTIGATING 3 months ago - at 02/14/2025 04:55PM

We have received reports from customers experiencing issues with Microsoft Teams traffic that is being decrypted through Prisma Access via SSL Decrypt functionality. The flows may be dropped due to a 'decrypt-cert-validation' reason. To temporarily workaround this issue, a decryption policy rule can be added to bypass decryption for Microsoft Teams or split-tunnel this traffic via a GlobalProtect tunnel configuration policy.
We appreciate your patience as we continue to investigate this issue. Updates will be provided as they become available

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