Network / Firewall Configuration
Visual Remote Assistance Add-on Permissions
Below are the required network/firewall configurations to use on the visual remote assistance add-on in an enterprise network.
Web Application
The visual remote assistance web add-on runs on leading desktop and mobile browsers. This interface can be used to create or to join a session as an assisted or as an expert (i.e., to see other's view and to provide assistance) and for administration (e.g., see recordings from previous sessions or add/delete organization users).
To configure the network/firewall and whitelist the correct IP hosts/addresses, ports, and protocols, one should consider the IP address of the computer or the smartphone/tablet where the web application is used. If you plan to install the native application on the smartphone/tablet, please see the dedicated section of the article.
| Destination Service | Destination Host(s) | Destination Port(s) | Protocol | Can be disabled by Glartek? | Description |
|---|---|---|---|---|---|
| Visual Remote Assistance Add-on Frontend | Example: <tenant>.glartek.com | 443 | TCP | No | Application web interface to be accessed from desktops and mobile browsers. Running on a CDN (e.g., Cloudflare - https://www.cloudflare.com/ips/). |
| Real Time Communications Backend | .agora.io .edge.agora.io .sd-rtn.com .edge.sd-rtn.com | 80, 443, 3433, 4700-5000, 5668, 5669, 6080, 6443, 8667, 9667, 30011-30013 | TCP | No | Uses a third party Real Time Communication service. This service allows a low latency and scalable audio and video sharing. If for some reason the traffic to these IPs/ports is blocked, the application tries to fallback to use only the 443 port with TCP protocol in specific IP addresses. |
| “ " | “ " | 3478, 4700-5000 | UDP | No | “ " |
| Session File Hosting Service (AWS S3) | Example: *.eu-west-1.amazonaws.com | 443 | TCP | Yes (disables cloud recording and file sharing) | Service hosted on AWS S3 (e.g., eu-west-1) to store recordings and shared files. No personal data is collected. |
| Error Reporting Backend | 35.188.42.15 / 34.120.195.249 | 443 | TCP | Yes (has no impact) | Error and experience reporting (e.g., application crash and data speeds). No personal data is collected. In a future version, service will be hosted by the Glartek Frontend on the same hosts. |
If you have issues with video streaming, please use the following website to test your network: https://webdemo.agora.io/agora_webrtc_troubleshooting/
Mobile Applications
The visual remote assistance add-on runs on smartphones and tablets (e.g., Android and iOS). The application can be used to create or to join a session, or to provide or receive assistance.
To configure the network/firewall and whitelist the correct IP hosts/addresses, ports, and protocols, one should consider the IP addresses on the enterprise network that the smartphone/tablet is connected to.
| Destination Service | Destination Host(s) | Destination Port(s) | Protocol | Can be disabled by Glartek? | Description |
|---|---|---|---|---|---|
| Visual Remote Assistance Add-on Frontend | Example: <tenant>.glartek.com | 443 | TCP | No | Application backend service, providing an API to applications. Running on a CDN (e.g., Cloudflare - https://www.cloudflare.com/ips/). |
| Real Time Communications Backend | .agora.io .edge.agora .io.sd-rtn.com .edge.sd-rtn.com | 80, 443, 3433, 4700-5000, 5668, 5669, 6080, 6443, 8667, 9667, 30011-30013 | TCP | No | Uses a third party Real Time Communication service. This service allows a low latency and scalable audio and video sharing. |
| “ " | “ " | 3478, 4700-5000 | UDP | No | “ " |
| Session File Hosting Service (AWS S3) | Example: *.eu-west- 1.amazonaws.com | 443 | TCP | Yes (disables cloud recording and file sharing) | Service hosted on AWS S3 (e.g. eu-west-1) to store recordings and shared files. No personal data is collected. |
| Error Reporting Backend | 35.188.42.15 / 34.120.195.249 | 443 | TCP | Yes (has no impact) | Error and experience reporting (e.g., application crash and data speeds). No personal data is collected. In a future version, service will be hosted by the Glartek Frontend on the same hosts. |
If you have issues with video streaming, please use the following website to test your network (with cloud proxy disabled and with cloud proxy enabled with default mode): https://webdemo.agora.io/agora_webrtc_troubleshooting/
Glasses Applications
The Glasses’ applications require the same network/firewall configuration as the Mobile Applications.
If you have any questions please submit a ticket to request technical support.