Threat Emulation stalling file uploads over 10 MB

[Kevin_Orrison]

We have a site that is hosted publicly from on prem through our DMZ which goes through a firewall cluster. Consistently, files over 10 MB hang when uploading to this site. We used PDFs in our testing. Files under 10 MB upload within seconds. If I look in the Chrome console while we try to upload a PDF over 10 MB, Chrome immediately shows a 413 error. Sometimes, if we leave the upload going, it might actually go through after 30 minutes or more. We're talking like 14 MB in an average test. I've tried a Threat Prevention exception and I'm confident there is some sort of Threat Emulation issue. I really don't want to leave an exception in place for this domain. 

I've got a ticket open with TAC, but wanted to see if anyone has run into an issue like this.

[Chris_Atkinson]

How does it behave for files greater than 15MB (default limit) in your environment or have these settings been tweaked to a higher value?

[Kevin_Orrison]

Like I said, anything over 10MB would stall and not upload. We waiting for a good 15 mins. My user has done longer tests that don’t work too. We tried many files under 10MB and they uploaded in seconds or at least under a minute. We tried files ranging from 11-30 MB. None would upload. Yes, the setting is at the 15 MB default. Thanks for your input.

[Chris_Atkinson]

Thanks Kevin, anything over 15MB should skip emulation so it's important in understanding how the files should be treated and potentially where the issue is occuring as a result.

In your tests do the log cards in SmartConsole report a similar result for all files above 10MB or are there differences? 

To confirm the upload is via HTTPs and inbound SSL inspection is enabled  or another protocol?

Hopefully TAC assist in bringing a resolution for you soon.