Computer firewall preventing connection

Support Center > Troubleshooting Connection Issues

Published 12/17/2013 at 10:40pm UTC

Page viewed 4373 times

Symptom

A computer firewall may be the source of your issue if you are not able to connect, and 

  • You have successfully downloaded and installed VSee. (If you haven't or are not sure, see this article.)
  • You have NOT recently updated your Windows device. (If you have or are not sure, see this article.) 
  • You are using a business computer.

 

A network firewall may be your issue if 

  • The above criteria are true, you are not able to connect at all, and your computer firewall is not the issue.
  • The above criteria are true, and your connection is poor even though both participants have a strong internet connection.

Possible Causes

A computer firewall will allow you to log into SecureVideo.com, but prevent your browser from launching VSee when you click Join to Session, or when your patients attempt to enter the waiting room. 

 

A network firewall will allow you to log into SecureVideo.com, and allow your browser to launch VSee when you click Join to Session, but the connection itself will fail. (Or, you will connect, but blocked ports in your firewall will result in a very low-quality connection. Click here for instructions on how to check if you are using a TCP relay, which indicates blocked network ports.)

Resolution

 
 

If you have a Windows computer:

These instructions are for Windows 7. For other versions and tutorials, please see the Windows website:
 
1. Click on your Start Menu icon in the lower left-hand corner, and in the search field, type firewall. In the list that appears, click on Allow a program through Windows firewall.
 

Screencap showing where to find the Windows Start Menu, search bar, and proper link to click.

 

2. Check to see if VSee is listed among the allowed programs (highlighted here in orange). and that all three of these columns are checked: DomainHome/Work (Private), and Public. If VSee doesn't appear in the list or the columns aren't all checked, click on Change settings in the upper right-hand corner, and then you can either check all the columns or click on the Allow another program... button in the lower left-hand corner to add VSee to the list.

Screencap showing where to find VSee on the program list, along with how to edit the Windows firewall to allow additional programs

3. On the next window, scroll down to the bottom of the list to find and select VSee. Then click Add.
 
Screencap showing where to find VSee in the list of programs
 
 
4. On the firewall settings page, click OK to save.
 
Screencap showing where to click OK.
 
 

 

 

If you have a Mac computer:

1. In the upper-left hand corner, click on the Apple icon for the Apple menu, and select System Preferences. In the window that appears, click on Security & Privacy.
 
Screencap showing how to access Security Settings in the Apple Menu
 
 
2. Click on the Firewall tab. When the window changes, click on the lock icon in the lower left-hand corner, and the Firewall Options... button will become clickable.
 
Screencap showing Firewall tab, lock icon, and firewall options button
 
 
 
3. On the next screen, click on the + (plus) sign to add another program. 
 
Screencap showing allowed incoming connections
 
 
 4. Scroll down until you see VSee. Select it, and click Add.
 
Screencap showing how to select VSee from the list of applications
 
 
5. Make sure the list says Allow incoming connections. (Click and select that option if it is not already set.) Then click OK, and your settings should be saved.
 
Screencap showing VSee on the list of allowed applications.
 
 
 
 

Network Firewall

If your computer firewall was not active, or these settings were already correct, it may be an issue with your network firewall instead. Please contact your IT department with the following information: https://hub.securevideo.com/Knowledge/Details/38
 
 
If you would like, you may use the following email template:
 
Dear [IT Support Department],
 
I am trying to use a web-based service called SecureVideo, which uses a third-party videoconferencing software called "VSee". I haven't been able to connect successfully, and wanted to know if you could make sure the ports they need are open (or that the UDP timeouts are not so restrictive). 
 
SecureVideo's support team suggested that I direct you to this page on their website: https://hub.securevideo.com/Knowledge/Details/38. If you have any questions regarding that page, please contact them at support@securevideo.com, or call them at (888) 540-2829.
 
Thank you very much!
 
Sincerely,
[Your Name]