Since Remo Conference is a web-based platform, your internet and network connection plays a key role in your experience using the platform.
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 network firewall settings.
We do understand many companies may prefer to route their network traffic through their firewall for privacy and security reasons. However, in order to use the platform fully, we do need some traffic to be able to pass through the company's firewall.
In this article, we list out some of the common steps you can take to configure your network firewall settings so that you can access events on Remo.
Before you begin, you can check whether your firewall settings may be an issue by completing our geartest here. However, please note this is a basic check only, so your network firewall may appear to have passed but you may still face connectivity issues during the event. So, if you are using a work laptop or work connection especially, please check out this article's recommendations.
Problems with your network firewall settings 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.
What is a firewall?
A firewall filters the information coming through the Internet connection into your private network or computer system. Remo requires access to specific ports in your firewall. Ports in your computer's firewall control determine whether or not a program can access or be accessed by your computer.
Troubleshooting your firewall:
STEP 1: If you are using a Virtual Private Network (VPN), please refer to this article specifically about Using VPNs to Access Remo. For everyone else, please take these steps to troubleshoot your firewall:
STEP 2: For everyone else, follow these steps:
1. If you haven’t done so already, check here to see if your firewall is running correctly
2. If the Geartest detects an issue with your firewall, or you are still facing issues similar to the ones outlined above, follow these three steps:
- Contact your company’s IT department to verify that your firewall meets these minimum requirements:
- Open TCP port 80, 443 & 3433
- Open UDP port 3478 & ports from 1025 to 65535
- Safelist the following domains:
- live.remo.co*, *.live.remo.co
- tokbox.com*, *.tokbox.com
- opentok.com*, *.opentok.com
- remo-conference.firebaseio.com*, *.remo-conference.firebaseio.com
- googleapis.com*, *.googleapis.com
- sessions.bugsnag.com*, *.sessions.bugsnag.com
- js.chargebee.com*, *.js.chargebee.com
- googletagmanager.com*, *.googletagmanager.com
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.
- Contact your company’s IT department OR proxy provider to verify that your proxy server meets these minimum requirements:
- Be a transparent proxy
- Be configured in the browser for HTTPS connections
- Does not require authentication
- If you continue to have problems, ask your IT department if any of these special circumstances may be affecting your firewall and what can be done to address them:
- Although not every option has been tested, recent versions of Chrome have full support for authentication
- Pre 58 version supports NTLM authentication protocol
- Is the Kerberos forwarding proxy setup in place? (The Kerberos authentication protocol is incompatible with Remo)
STEP 3: If your network firewall is still preventing you from accessing or using the Remo platform, then please consider switching to a personal network connection or a personal device for your upcoming Remo event.