πŸ“– Troubleshooting

Troubleshooting: Common Issues Related to Strong Firewall Security Setup

Learn how to configure the Security Setup to Access Brella.

If your company has enabled a system that prevents access to undesirable websites and protects it from external threats, known as a 'Firewall,' it is causing trouble with the Brella (mobile or web app).

Below you'll find the necessary information to make some of the most common features work perfectly and get ready for the event.

Content

  • Chat (Issue example: I cannot see the chat in my view or says is offline even though I have strong internet)
  • Video calls & Stream (Issue example: I cannot watch the video of 1:1 meetings or livestream at all)
  • Emailing (Issue example: I don't receive login magic link emails)
  • Access & Login (Issue example: I cannot access Brella at all)

Chat

When having issues with the chat and see 'Chat is unavailable' or 'Chat is offline.' Strong Firewall protection set up on your pc or company's network is what blocks unwanted chats/video calls, and Brella is recognized as such: Please ask your IT team to add these addresses to the allowlist:

Video Calls

πŸ’» Only for Desktop

A Peer-to-peer (P2P) connection is needed for Brella Video Calls. Strict Firewall rules can block all peer-to-peer traffic. If the video call has started, but there is no audio or video, there are two steps you can go through:

  • Make sure you have permitted the browser to access the webcam and mic. From the URL bar, you'll find a 'lock icon'> click on it and check you have enabled the mic & camera as shown in the example below: 

    allow-cam-mic2
  • Allow peer-to-peer traffic to go through your firewall and use your device outside the work network.

πŸ‘‰Note: Ask your IT team for more details about allowing Peer-to-Peer traffic.

Emailing & Magic Link

Sometimes network restrictions prevent our automated emails from coming through due to a Strong Firewall setup, as there are spammer deny lists. Organizations enable this type of security to block emails if the sender matches their list of unwanted domains.

*If it's a public email domain (such as @gmail.com, @yahoo.com)*, Add the bellow to your email contacts list, then re-request a login email if needed

    • noreply@brella.io
    • noreply@trymagic.com


*If it's an enterprise or business email* Ask your company's IT Team to allowlist our domain:

    • *@brella.io
    • *@trymagic.com

Access & Login

Same as in the case of not receiving emails, if you're entirely unable to access the Brella platform, this could be related to a robust firewall setup. To fix the access or login trouble linked to security settings, you can follow the instructions below:

*If it's a company device and network (pc/laptop and internet connetcion), Ask your company's IT team to allow list our domain:

    • next.brella.io
    *If it's a personal device and network (such as own computer or home internet connexion), We suggest editing the browser settings to allow Brella, preferably using Google Chrome:

      • Click the three horizontal lines icon on the far right of the Address bar.
      • Click on Settings, scroll to the bottom and click the Show Advanced Settings link.
      • Click on Change proxy settings.
      • Click the Security tab > Trusted Sites icon, then click Sites.
      • Enter the URL of your Trusted Site, then click Add.
      • Click Close > OK.
    Additionally, make sure you have no VPNs, Adblockers, or Autofill extensions in use. 

 

 

 

❗Note: If the above steps did not fix the access issues on your personal laptop, this could be due to more complex firewall setups, and we do not encourage any participant to deactivate such settings on your personal device or network. It could put at risk your device and data. 

πŸ’‘Tip: Remember that you have the Brella app available also on mobile version here


Last updated on September 2022. 

Written by Stephanie Campano Valenzuela. 

Stephanie-rounded

If you didn't find an answer to your questions, please get in touch with the Support Team here.

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