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 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:
- Open TCP port 443, 80 & 3433
- Open UDP port 3478
- If possible, open UDP ports 1025 to 65535
- Safelist the following domains:
Only the TCP port 443 and UDP port 3478 is required. UDP ports 1025 - 65535 are optional (but recommended for the best possible experience). 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.
We do not have specific IP addresses for any of the port settings above.
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.