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 application 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 | The standard version of GlarAssist 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. The enterprise version of GlarAssist can use a narrower network infrastructure for real time communications but may have a mostly cost associated. |
| “ " | “ " | 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. In a future version of GlarAssist, recordings and shared files will be hosted by the Glartek Frontend Service on the same hosts (glarassist.com). The enterprise version of GlarAssist can use the dedicated Glartek infrastructure or an infrastructure provided by the customer on a leading cloud provider. |
| 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 ad-on mobile applications run 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 | The standard version of of this add-on uses a third party Real Time Communication service. This service allows a low latency and scalable audio and video sharing. The enterprise version of this add-on can use a narrower network infrastructure for real time communications but may have a mostly cost associated. |
| “ " | “ " | 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. In a future version, service will be hosted by the Glartek Frontend Service on the same hosts. The enterprise version of GlarAssist can use the dedicated Glartek infrastructure or an infrastructure provided by the customer on a leading cloud provider. |
| 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.