Network configuration is the most likely reason if users cannot login, or if there are issues with audio/video streaming or file uploads/downloads.
If diagnostics result in an error, please contact your IT department.
The tests will request access to your webcam and microphone. This is purely for testing purposes, others cannot see or hear you.
Your network configuration needs to be changed for Sanako Connect to work. Contact your IT department and pass a link to this settings document to them.
The same documentation can also be viewed below:
This is for network admins.
Sanako Connect uses WebSocket and WebRTC technology for real-time communication. Please configure your browser policies, bandwidth usage policies, firewalls, and proxies accordingly.
The following domains and ports should be allowed to ensure that Sanako Connect works properly.
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Essential domains |
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*.sanako.com |
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*.connect.sanako.com |
The application itself. Note: WebSocket connections are used with this domain and the app will not work if they are blocked. |
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*.daily.co |
Audio/video streaming. |
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*.wss.daily.co |
Audio/video streaming. Note: WebSocket connections are used with this domain and the app will not work if they are blocked. |
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prod-ks.pluot.blue |
Audio/video streaming |
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*.twilio.com |
Audio/video streaming |
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*.xirsys.com |
Audio/video streaming |
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sanako-connect-eu-production-beta.s3-accelerate.amazonaws.com |
File transfer |
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sanako-connect-us-production-beta.s3-accelerate.amazonaws.com |
File transfer |
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*.clientstream.launchdarkly.com |
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*.launchdarkly.com |
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Non-essential domains |
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api.rollbar.com |
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fonts.gstatic.com |
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fonts.googleapis.com |
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Protocol |
Source Port |
Destination Port |
Description |
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Essential ports: |
|||
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TCP |
1024-65535 |
80 |
HTTP,WS,TURN |
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TCP |
1024-65535 |
443 |
HTTPS,WSS, TURNS, STUN |
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Highly recommended to enable: |
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TCP |
1024-65535 |
3478 |
TURN, TURNS, STUN |
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UDP |
1024-65535 |
3478 |
TURN, TURNS, STUN |
|
UDP |
1024-65535 |
40000-65535 |
Media port range |
If you have a VPN, audio/video streaming will have much better quality if you can configure streaming related traffic to bypass it. You can usually do that by configuring split tunneling. You’ll at least want to exempt port 443 for the Twilio IP ranges listed below, and possibly for the Xirsys IPs as well. If you can exempt UDP traffic altogether, that’s even better.
Twilio’s IP ranges: https://www.twilio.com/docs/stun-turn/regions
Xirsys’s IP ranges: https://docs.xirsys.com/?pg=ip-whitelist
If you have a firewall, you should allow UDP hole punching, which is essentially the standard behavior for most firewalls. If you’re explicitly allowing or denying UDP ports, you’ll definitely need to open port 3478 for signaling and media tunneling. You’ll also need to open UDP ports 40000-65534 for all hosts in order for peer-to-peer calls to work correctly.