This troubleshooting documented is a supplement to When using Live I'm seeing "Error: Trouble connecting to Live server. [not-connected]." What should I do?, please review that help document before moving on to the troubleshooting information below.

In some cases you may encounter issues with connectivity due to your organization's firewall. If you're seeing connectivity issue within Stream Doctor then this article should be passed on to your IT team that manages firewall settings for your organization. 

Troubleshooting instructions for your IT team 

Begin by confirming the connectivity issues the user is seeing by running our Stream Doctor troubleshooting tool. This tool will allow you to determine exactly where connectivity fails for your users when connecting to our servers.

Our live streaming clients (for both IPv4 and IPv6) attempt to connect to our servers via a number of ports, as well as both UDP and TCP.

When configuring your firewall the most performant ports to allow are 19305 - 19309 via UDP. This will provide your users with the best connection to Lookback's servers. In the event those ports cannot be opened our application then falls back to port 19305  via TCP, and then port 22466  via TCP. In instances where none of these ports can be reached we will attempt to fall back to port 443  via TCP (in a TLS/SSL tunnel) however this is the least performant of all options so we suggest opening the other ports if possible.

To reiterate, we suggest opening ports in the following order of preference: 

UDP ports 19305 - 19309
TCP port 19305
TCP port 22466
TCP port 443

If your firewall performs deep packet inspection on port 443  or you cannot open any of the other ports listed above you will need to whitelist the hosts  and *  (sometimes referred to as the common-name) in your firewall configuration.

Our clients will attempt to fall back to port 443  when connecting to these hosts in the event other ports are inaccessible.

If your firewall does not support wildcard whitelisting such as *  your IT team can write code to poll on a regular basis (e.g. once every 10 minutes) to get a list of active servers to whitelist.

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