Troubleshooting firewall issues

If sections of your Twilio Network Test failed, the reason could be your system’s firewall. Your firewall should allow outgoing UDP to connect to your internet from Google Chrome and allow return traffic in response. 

Below are a set of options you can use to troubleshoot your firewall and connectivity issues.

Test on a different environment

If you’re not passing your Twilio Network Test or having connectivity issues, you might be on a bad network. Try switching over to a more secure connection or use a different computer and try again!

Pro tip: Are you using a company-issued or school computer? Such computers may have an extra layer of security installed and might be blocking your ability to establish a strong connection for your Live session. We recommend using your personal computer for your upcoming Live session.

Temporarily disable your firewall

If you’re using an antivirus or firewall software, please ensure that Chrome and dscout are trusted or allowed by these programs.

Or you could temporarily disable your antivirus or firewall to see if this resolves the issue.You can simply disable your firewall and re-run the Twilio Network Test to see if your tests pass this time around.

Twilio whitelisted IP address ranges

For the more technical-savvy, you can configure your firewall to allow communication with Twilio's API. To do so, please refer to the following whitelisted IP address ranges:

Server IP Address Range / Hostnames Port and Protocol
54.172.60.0 - 54.172.61.255, 34.203.250.0 - 34.203.251.255 443 WSS
sdkgw.us1.twillio.com 443 WSS
ecs.us1.twilio.com 443 HTTPS

Ports used: 10,000 - 20,000 UDP/SRTP/SRTCP

More information about Twilio’s requirements can be found here.

Pro tip: Passing all the tests in your Twilio Network Test may or may not affect your ability to join your Live call. In instances where you’ve failed sections of your Network Twilio Test, it may be best to schedule a test call with dscout. Please contact us here.

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