Firewall configuration: What network ports are required for using SecureVideo?

Support Center > Troubleshooting Connection Issues

Published 12/18/2013 at 6:51pm UTC

Page viewed 3461 times

Symptom

If you are on a business network (or other network using a firewall), your network may be blocking ports that are needed for a smooth video conference, or to be able to connect at all.

Possible Causes

  • If your videoconference user statistics are showing that you are using a TCP relay, some of the necessary ports are being blocked. 
  • Some firewalls have a UDP default timeout. If your calls are consistently being dropped after a certain period of time, this may be happening on your network, and the UDP timeout must be removed or greatly increased for the UDP ports noted below. 

 

If you have already ruled out your computer firewall, a network firewall may be your issue if:

1. You are not able to reach: https://talk.vsee.com/http-bind

If you are UNsuccessful, the page will refuse to load, and your network firewall is likely blocking peer-to-peer communications (or instant messaging/XMPP services, or video conferencing software). An exception should be made for "talk.vsee.com"

However, if you are successful, the page will look something like the screencap below. (Your firewall may still be blocking access to necessary servers; see the next section.)

Screencap of successful page

 

2. If you are not able to ping the VSee servers, then your network firewall is likely blocking servers needed for a connection. Please refer your IT team to this web page for necessary ports: http://vsee.com/firewall

 

Pinging VSee servers on Windows 

1. Search for "Command Prompt" from your Start Menu, and click on the program to open it. (Screencap below is for Windows 7. If you are on a Windows 8.1 machine, click on the Windows key on your keyboard, and then click on the magnifying glass icon in the upper right-hand corner to search your computer.)

Screencap showing Command Prompt

 

 

2. Type "ping talk.vsee.com"

Screencap showing ping command

 


3. Press the Enter or Return key.

If the results show "Ping request could not find host talk.vsee.com", then this server is being blocked. 

A successful ping will look like this:

Screencap showing a successful ping

 

You may also want to ping other servers listed on this firewall information page, to ensure that all connections are allowed.

 

 

Pinging VSee servers on Mac

1. Open Network Utility. (To find it, click on the magnifying glass icon in the upper right-hand corner of your computer screen, and type in "Network Utility". Click on the application that appears.)

Screencap showing how to use Spotlight to find Network Utility

 

2. Click on the Ping tab at the top, and then enter talk.vsee.com. Then click on the Ping button in the lower right-hand corner.

Screencap showing the Network Utility program

 

 

3. If the results show "ping: cannot resolve talk.vsee.com: Unknown host", then this server is being blocked. 

A successful ping will look like this:

Screencap showing

 

You may also want to ping other servers listed on this firewall information page, to ensure that all connections are allowed.

Resolution

If any of your pings were unsuccessful, please refer your IT team to this web page for necessary ports: http://vsee.com/firewall

 

If you have any questions concerning these ports, please contact the SecureVideo support team at support@securevideo.com

 

This article was last reviewed by our Support team on November 11, 2014.