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jessieb
Beginner
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Message 1 of 5

TECHNICAL Q: Certain apps/websites "SSL connection error". BT engineer had never heard of this

Hello, 

This problem is occuring across all android/apple/windows devices, and across laptops and phones. Only certain apps and websites can not "connect to server" and get a "error with SSL" message. This error occurs in apps like whatsapp, snapchat and instagram. We are able to access these apps using mobile data. When we connect to other wifi networks on our phones, the apps & websites can load normally. Also websites such as twitter and facebook do not load, and this occurs across all browsers- safari, chrome and internet explorer. 

We have had every kind of reset, and even ordered a new router & hub, and still the problem persists. All our settings have been reset - there are no parental controls turned on. The BT engineer was baffled. 

Previously we were able to change our DNS server to "manual", and this fixed the problem. However now even this is not working. I think this maybe something to do with our DNS settings or ISP at the router level. Can someone who knows about these things help? Thanks!

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4 REPLIES 4
Sage
Sage
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Message 2 of 5

Re: TECHNICAL Q: Certain apps/websites "SSL connection error". BT engineer had never heard

This has nothing to do with your ISP. It has everything to do with your OS and apps. SSL connection is secured via a TSL security protocol from your device.

As TSL 1.0 and TSL 1.1  have been found to have security flaws the protocol is no longer supported by the sites/apps you are trying to use. TSL 1.2 is the current option with TSL  1.3 soon to follow.

You should ensure your devices/apps are fully updated to support no lower than TSL 1.2.

TSL - Transport Security Layer.

Edit TSL 1.1 is still being used by many sites/apps but will shortly be phased out. Always ensure your OS and apps are fully kept up to date.

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jessieb
Beginner
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Message 3 of 5

Re: TECHNICAL Q: Certain apps/websites "SSL connection error". BT engineer had never heard

Hiya, thanks very much for your reply.
However this is not only a problem on phones - this includes the laptops working on MAC and WINDOWS. Websites such as facebook and twitter are not accessible?
Also surely if it was a problem with the device these apps wouldn't work on mobile data and other WiFi networks. Thanks again!
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Sage
Sage
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Message 4 of 5

Re: TECHNICAL Q: Certain apps/websites "SSL connection error". BT engineer had never heard

You can check which protocol your browser/OS supports HERE. Just click on Test your browser.

The image below shows a good result. To reiterate, this is not an ISP problem.2018-08-30 18_01_43-Qualys SSL Labs - Projects _ SSL Client Test.png

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jessieb
Beginner
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Message 5 of 5

Re: TECHNICAL Q: Certain apps/websites "SSL connection error". BT engineer had never heard

Great thanks for the link. My phone is coming up as TSL 1.2. Also there is no problem accessing these apps on other WiFi networks or on mobile data so I don't think it's a problem with the device. To clarify the error message is : ERR_CONNECTION_REFUSED on some websites.
Is it something to do with the IP address? Because the problem is solved when we connect through a VPN.
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