Sophos: A Website or App Is Blocked (Request an Exception)

Category: Sophos Firewall · Audience: Customers & Technicians · Est. time: 5–15 min

Summary

The Sophos Firewall filters web traffic for security and policy. If a legitimate site or app is blocked, this explains what you'll see and how to get it allowed safely.

What a block looks like

• A Sophos block page ("This website is blocked", with a category like *Gambling*, *Streaming*, *Newly Registered Domain*, or *Malware*).
• An app that won't connect, times out, or fails to log in — sometimes with no clear message.
• A file download blocked or stripped by scanning.

What to do

1. Note the exact details: the full URL (or app name), the category/reason on the block page, the time, and which user/PC. This is what BBN needs to allow it.
2. Confirm it's genuinely needed for work and that it's a trusted site — blocks often protect you from malicious or newly registered domains.
3. Request the exception from BBN Support with the details above. We'll:

• Allow the specific site/category for the right users, or
• Add an app/SSL exception, or add it to a TLS/scanning exclusion if the issue is HTTPS inspection.

1. Don't try to bypass the firewall (personal hotspot, proxy, changing DNS) — that removes the protection and may breach policy.

Common causes (Technician)

• Web category blocked by policy (e.g. streaming, social, downloads).
• SSL/TLS inspection breaking a specific app — add it to the exclusions list.
• App Control / IPS blocking a business app — create an allow rule.
• "Newly registered / uncategorised domain" — verify it's safe, then allow.

Sophos user VPN won't connect

• Using Sophos Connect? See *Connect to the Office VPN*. If it authenticates but has no access, BBN may need to adjust the VPN policy/routes on the firewall.

If that doesn't work

• Escalate to BBN Support with the URL/app, the block reason, the user, and the time.

Prevention

• Tell BBN about new business tools before rollout so the firewall policy is ready.