Note: Stream Doctor tool is in maintenance as of December 2019, please stay tuned for improvements and it is not advised to use the tool for diagnostic testing currently. Please contact our support team with any issues.
When your participant is seeing an error similar to "The live server connection failed and we detected a proxy on your network that could be the problem" this typically means that there was some sort of connection issue occurring when they tried to connect to our live session infrastructure and it is usually firewall related.
Previously we would suggest to run the diagnostic test tool, Stream Doctor, but as noted above we are working to make improvements and it is not reliable at this time.
Help is at hand though – we have created a special tool to test your (or your participant's) network connection:
Please send your participant the link above to run the tests and if any of the checks fail or they see messages in the logs such as "DormammuSocket is down" or "WebSocket closed: , 1006" ask them to have their IT team to review our documentation on troubleshooting firewall issues. If they're still unable to use Live after getting the tests to pass, please contact our support and send us the details from the test.