Troubleshoot to connection failure for webinar sessions and networking
If you find the "Connection Failed" when using EventX Livestreaming Tool or attending a live webinar in the virtual, please try the following:
- Check if you are attending the event via VPN. If yes, please turn off the VPN and attend via your personal network
- If you are using a company network to attend the event, please swtich to your personal network as the company network's firewall will block the access to certain sites.
To have best performance, please follow the recommandations below:
- Use WIFI on mobile whenever possible. (Mobile networks like LTE and 4G introduce latency as a congestion management solution)
- Reduce any unneeded activity on your network.
- Move closer to their router or move the router's location to an open space with minimal obstructions (doors, walls, etc)
- Ensure your machine resources are not over-utilized.
- Close unneeded applications and browser tabs.
Attending Virtual Event via VPN
Different VPN operators will have different settings that may block the connection ports of different website. To avoid unpredictable connection failure, EventX strongly recommend our attendee DO NOT use VPN when they attend our virtual event as our platform is accessible worldwide without VPN.
If there is a need to use VPN, please make sure that you have contacted the VPN operator to add the corresponding ports (please refer to the whitelist below).
Firewall Blockage
The connection failed may also resulted from the firewall setting of your network provider and it is very common if you are using your company's network which they may set a very high security standard to block almost everything not related to the company.
To ensure a smooth operation on hosting and attending a webinar via EventX Livestreaming, please share the firewall whitelist below to your IT Team to whitelist the domains and ports and remove restrictions on IP addresses.
Firewall Whitelist
RTC SDK (Web)
Add the following destination domains and the corresponding ports to your firewall whitelist:
Domains
Web SDK 4.x
-
4.4.0 and later
.agora.io
.edge.agora.io
.sd-rtn.com
.edge.sd-rtn.com
Ports
|
Destination ports |
Port type |
Operation |
|
80; 443; 3433; 4700 - 5000; 5668; 5669; 6080; 6443; 8667; 9667; 30011 - 30013 (for RTMP converter) |
TCP |
Allow |
|
3478; 4700 - 5000 (2.9.0 or later); 10000 - 65535 (before 2.9.0) |
UDP |
Allow |
RTM SDK (Web)
Add the following destination domains and the corresponding ports to the firewall whitelist:
Domains
-
1.4.3 or later
.edge.agora.io
.edge.sd-rtn.com
web-1.ap.sd-rtn.com
web-2.ap.sd-rtn.com
ap-web-1.agora.io
ap-web-2.agora.io
webcollector-rtm.agora.io
logservice-rtm.agora.io
rtm.statscollector.sd-rtn.com
rtm.logservice.sd-rtn.com
Ports
|
Destination ports |
Port type |
Operation |
|
8443; 9130; 9131; 9136; 9137; 9140, 9141 |
TCP |
Allow |
|
1080; 8000; 8130; 8443; 9120; 9121; 9700; 25000 |
UDP |
Allow |
Self test tool
https://webdemo.agora.io/sdk_test_tool_3
https://webdemo.agora.io/agora_webrtc_troubleshooting/
It can do pre-call checks, including browser compatibility, microphone speaker status, and RTC network connection status. Please share the result to EventX support.
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