Relevant to:
GuestsSpeakersEvent Managers & AssistantsAccount Owners

If you are facing issues with trying to join a Remo event or use functionality such as your microphone, camera, or chat, this may be due to your Virtual Private Network (VPN).

Generally, Remo does not recommend users access Remo via VPN because our video streaming host provider does not work well with VPNs. However, we understand that some users have to use a VPN to access Remo.

In this article, we list out some of the common steps you should take if you require a VPN for your upcoming Remo event.

Using a VPN in Remo can often result in issues such as the following:

  • Unable to join a Remo event

  • Avatars disappearing from the floor plan

  • Unable to turn on your camera and microphone

  • Cannot see or hear other people at your table or in Presentation Mode (or have others see and hear you)

  • Unable to send or receive messages via the chat

  • Your name may not show up in the Participants List in Presentation Mode

If you are facing issues similar to any of the above, we encourage you to please follow the steps in this article, otherwise, you may not be able to enjoy the full Remo experience.

Troubleshooting your VPN:

STEP 1: Check your system settings using our geartest here, as well as this connection test here to identify if a firewall is preventing you from connecting to Remo.

STEP 2: 

Contact your IT department or VPN provider and ask them for guidance on the following recommendations:

  • Recommended for standard performance:
    • Open UDP port 3478
  • Recommended for optimal performance:
    • Open UDP ports from 1025 to 65535
  • If you have a VPN, the calls will have much better quality if you can configure the traffic from the above domains to bypass it. You can usually do that by configuring split tunneling. 
  • If you have a firewall, you should allow UDP hole punching, which is essentially the standard behavior for most firewalls. If you're explicitly allowing or denying UDP ports, you'll definitely need to open port 3478 for signaling and media tunneling. You'll also need to open UDP ports 40000-65534 for all hosts in order for peer-to-peer calls to work correctly.

These ports only accept inbound traffic after an outbound request is sent. The connection is bidirectional but is always initiated from the corporate network/client so it is not possible for an external entity to send malicious traffic in the opposite direction.

STEP 3: Remove the authentication login for the VPN (you may need to contact your VPN provider for assistance).

STEP 4: If you continue to have trouble with the VPN, please contact your IT department or VPN service provider for further assistance.

To get advice and answers to questions you have for your specific situation, join us inside the Remo Revolution Community