Troubleshooting firewall issues
If your firewall check is failing before a Live session, the reason could be your system’s firewall. Your firewall should allow outgoing UDP (user datagram protocol) to connect to your internet from Google Chrome and allow return traffic in response.
Below are a set of options you can use to troubleshoot your firewall and connectivity issues:
- Test on a different environment
- Temporarily disable your firewall
- Twilio allow-listed IP address ranges
Test on a different environment
If you’re not passing your firewall check having connectivity issues, you might be on a bad network. Try switching over to a more secure connection or use a different computer and try again!Pro tip: Are you using a company-issued or school computer? Such computers may have an extra layer of security installed and might be blocking your ability to establish a strong connection for your Live session. We recommend using your personal computer for your upcoming Live session.
Temporarily disable your firewall
If you’re using an antivirus or firewall software, please work with your company's IT team to ensure that Chrome and dscout are trusted or allowed by these programs. If seeking help from your IT team isn't an option, send a note to our team (firstname.lastname@example.org) with the name of your firewall and/or anti-virus software or chat with our team; while we won't be the experts on your computer's security configuration, we'll be happy to help you research a solution!
Alternatively, you could temporarily disable your antivirus or firewall to see if this resolves the issue. You can simply disable your firewall and refresh your Live session page to see if you're able to pass the firewall check. Here are some general instructions for disabling your firewall on Mac and Windows computers:
Twilio allow-listed IP address ranges
Twilio is the third party tool we use to check your firewall; by allow-listing Twilio's IP address ranges, you allow Twilio to pass your firewall settings. You can configure your firewall to allow communication with Twilio's API, but we recommend reaching out to your company's IT team to help with this. To do so, please ask them to refer to the following allow-listed IP address ranges:
|Server IP Address Range / Hostnames||Port and Protocol|
|18.104.22.168 - 22.214.171.124, 126.96.36.199 - 188.8.131.52||443 WSS|
Ports used: 10,000 - 20,000 UDP/SRTP/SRTCP