This guide will walk you through how to test your network connection to ensure it allows successful connections to Mursion simulations. In the event you run into issues in this test, we may need to work with your organization's IT department to ensure all necessary items have been allowed through corporate firewalls and proxies. For reference, our full allowlist requests can be found here.
- Connect to your normal corporate wifi or VPN.
- Open the browser you would normally use to do your Mursion Simulation.
- Navigate to this URL: https://diagnostics.ivs.rocks/run
- At the bottom of the screen, click Run Test
- The test will take about 30 seconds to run and will provide results of each step on the left side indicated by a green check mark or red 'x' and on the right side in a test list.
- Confirm that you receive Green check marks for all steps of the test. This indicates that you will not encounter any network or device blocks preventing you from connecting to your simulation. If you receive any red 'X' indicators, click Copy Results button at the bottom of the page and send that information to support@mursion.com. We can assist you in identifying what the blocker is. In many cases, we will need to work with your organization's IT department to resolve any blockers.
A successful test looks like:
Potential Errors:
If you receive a red check mark in any of the above listed areas, see below for a chart on what you may need to update or adjust to resolve your issues:
| TCP Connection | This generally indicates that you may have a blockage occurring at your network level. Specifically, we see this when *.live-video.net is allowed through firewalls or proxy. Our full list of allowlist requirements can be found here. |
| Device Permissions: Device in use |
This indicates that another browser tab or window or another application are currently using either your camera or microphone., preventing Mursion from being able to successfully access your device. Close all applications and other browser windows and try again. If the issue persists, attempt to restart your device and retry. |
| Device Permissions: Permission Denied | This indicates that you did not grant access in your browser to either your camera or microphone. For information on granting access to your camera and microphone, view our instructions here. |
| Device Permissions: Permission denied by system |
This indicates that your system settings are preventing your browser from accessing your camera or microphone. For information on resolving this, please view these instructions: Mac or Windows |
| Device Permission: Requested device not found | This indicates that the system cannot locate or access the specified video or audio input device. Ensure the device is connected and detectable by the browser by accessing your system settings. If possible, try disconnecting/re-connecting the device. Ensure the device isn't blocked - for more info see Mac or Windows. |
| Device Permission: Permission timeout | This indicates that you did not grant access in your browser to either your camera or microphone and this step in the test timed out before you answered the permission pop-up. For information on granting access to your camera and microphone, view our instructions here. |
| Device Permission: Video source could not be started | This indicates that your camera was not able to be accessed by the test. This could be caused by a couple of reasons: 1) your camera device is not plugged in and connected to your device or 2) your device is in use by another application. Verify your camera is connected and running and close any other apps or browser windows that my be accessing your camera or microphone. |
| IVS Real-time connection | This generally indicates that you may have a blockage occurring at your network level. Specifically, we see this when *.live-video.net is not allowed through firewalls or proxy. Our full list of allowlist requirements can be found here. |
|
IVS Real-time subscription |
This generally indicates that you may have a blockage occurring at your network or proxy level that is preventing the webrtc stream. Specifically, we see this when the full list of IPs is not allowed for the specified UDP ports. Our full list of allowlist requirements can be found here. Work with your IT team to ensure these are allowed on your corporate networks. An alternative solution would be to use an alternative network. |
| IVS Real-time publish | This generally indicates that you may have a blockage occurring at your network or proxy level that is preventing the webrtc stream. Specifically, we see this when the full list of IPs is not allowed for the specified UDP ports. Our full list of allowlist requirements can be found here. Work with your IT team to ensure these are allowed on your corporate networks. An alternative solution would be to use an alternative network. |