Network Firewall troubleshooting
Note: You may need the assistance of your IT provider for some of these steps.
If you are unable to see the ClassVR headsets on the portal, or you are unable to access the portal despite having a working internet and network connection, it could be that your organisation’s firewall is blocking access.
Please note that firewalls can be placed on both the network, any servers being used and also your local computer. You may need to get the following checked on all of these devices. (These is also the possibility that a 3rd party provider may have a firewall running.)
- You may need to get the headsets white-listed on your network or firewall.
- You may need to get the headsets MAC addresses registered on the system, or port-forwarded through the firewall.
- Ensure that the firewall’s software and/or license is up to date.
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If your network has WiFi or IP isolation enabled, this could potentially stop the ClassVR headsets from communicating with the host computer running the ClassVR portal across the local area network (LAN), it may also stop content from being uploaded to the units. Therefore we would recommend that all headsets are on the same connection as the host computer, even if this is on it’s own sub-network.
- Check the details of the headset.
This can be located by selecting the headset’s name on the main ClassVR screen:
This can be used for white-listing and device registering purposes.
- Check the Administration page to see when they last logged in.
Check the Devices page in the ClassVR Administration section. This should show if the headset has checked in, and the last time that that it did.
- Try restarting the headsets and re-connecting them to the Wi-Fi connection.
- Try disabling firewalls for a short amount of time.
This will show if the headsets do show up on the Wi-Fi. (Please note that disabling firewalls is risky, and we would recommend that this is done by a qualified IT engineer.)
- Check your networking configuration to see if anything else could be causing this issue.
You can view our network configuration troubleshooting article by clicking here. You could also try connecting your computer and ClassVR headset to a mobile phone hotspot to test the connection. (Please refer to the documentation of your manufacturer’s handset model for details on how to set this up.)