Network Firewall Troubleshooting
Applies to: CVR-155-A / CVR-255 / CVR-255-64 / CVR-355-128 (Xplorer) / CVR-655-128 (Xcelerate)
When to Suspect a Firewall Issue
If you are unable to:
- See the ClassVR headsets in the Portal, or
- Access the ClassVR Portal at all, despite a working internet connection
…it may be that your organisation’s firewall is blocking access.
Firewall Considerations
- Firewalls may be active on your network hardware, servers, or even your local computer.
- In some cases, a third-party provider (such as your ISP or security vendor) may also apply firewall restrictions.
Key Actions to Take
- Whitelist the headsets on your firewall or security software.
- Ensure the headsets’ MAC addresses are registered in your system.
- Configure port forwarding if required by your network setup.
- Confirm that your firewall’s software and licenses are up to date.
- Check the ClassVR Service Status page for outages:
https://status.eduverse.com/
Wi-Fi Isolation
Some networks use Wi-Fi or IP isolation to increase security. This may:
- Prevent ClassVR headsets from communicating with the host computer running the ClassVR Portal, or
- Block content uploads to the devices.
Recommendation: Ensure that all ClassVR headsets are connected to the same network as the host computer, even if this is a dedicated sub-network.
Further Troubleshooting
- Check headset details
- On the headset’s main screen, select the headset’s name to view details.
- This information may be required for whitelisting or device registration.
- On the headset’s main screen, select the headset’s name to view details.
- Check last login
- Go to the Administration Portal → Devices.
- Review when the headset last checked in.
- Restart headsets and re-connect them to Wi-Fi.
- Temporarily disable firewalls
- This test can confirm if the firewall is blocking connectivity.
- Important: This should only be done by a qualified IT engineer, as disabling firewalls carries security risks.
- Review network configuration
- See our Network Configuration Troubleshooting Guide.
- Alternatively, test the headset and computer on a mobile hotspot to confirm whether the issue is local network-related.
Further Support
If you still require assistance after following these steps:
- UK, EU & Rest of World: Email support@classvr.com with:
- A description of the issue
- The device’s serial number
- Photos, if applicable
- US Customers: Email support@avantiseducationinc.com with the same details.