Use this article when Teramind agents appear offline or not reporting because the firewall or proxy is blocking their traffic.
Symptoms
You might be affected if:
The Teramind dashboard is slow, doesn’t load, or shows errors.
Computers / employees show as offline or “not reporting”.
Live screen or video does not connect or keeps disconnecting.
Users’ internet stops working or becomes very slow after installing the Teramind Agent.
1. Quick Checks
Try these simple checks first:
Test normal internet access:
Open a few common sites (e.g.,
https://www.google.com,https://www.wikipedia.org).If these don’t load, it’s a general network problem, not just Teramind.
Try a different network (if allowed):
If possible, briefly connect to another network (home Wi‑Fi or mobile hotspot).
Open the Teramind Dashboard. Wait a few minutes for the Agent to report. If Teramind works there, it’s very likely your company firewall or proxy causing the issue.
Solution:
Contact your IT or network team and provide them with the specific Teramind hosts and ports that need to be allowlisted (see Section 2 below for the exact values). Do not just ask them to "open Teramind" — give them the specific domains, ports, and protocol requirements.
3. 'Forbidden' or 'Access Denied' Login Errors
If users receive a 'Forbidden' or 'Access Denied' error when logging in, this is usually caused by one of the following:
IP-based login restrictions configured on the server — the user's current IP address is not on the allowlist. This is common when users work from a new location, connect via VPN, or change networks.
The user is accessing the wrong URL — ensure they are using the correct instance URL (e.g., yourcompany.teramind.co) rather than a generic portal link.
License limits exceeded — if all license seats are in use, new connections may be rejected.
To resolve IP restriction issues, a Teramind administrator needs to log in from an unrestricted network and update the IP allowlist under Settings > Security. If the administrator is also locked out, contact Teramind support.
2. Checks for Firewall & Proxy
Check out this article: How to check if Teramind IP addresses, hosts, and ports are reachable.
That article shows you how to:
Confirm the Teramind server/hostnames are reachable from user machines.
Check that required ports are open (for dashboard, Agent reporting, live screen, etc.).
Run quick network tests (ping / telnet / PowerShell / Terminal) to prove where traffic is blocked.
If any of these tests fail, your firewall or proxy is blocking or filtering Teramind traffic.
Common firewall / proxy issues to look for:
When reviewing your firewall rules and logs, check for:
Blocked outbound traffic to Teramind hosts or ports.
SSL inspection / HTTPS decryption breaking WebSocket or long‑lived connections (impacting live screen, session lists).
A forward proxy that denies or times out HTTPS to the Teramind server, or does not support WebSocket over HTTPS properly.
Solution
Add Teramind’s hosts and ports to your allowlist / bypass list in the firewall and proxy.
Allow WebSocket over HTTPS to the Teramind server.
Use the connectivity guide above to confirm everything is reachable after you adjust rules.
What to Allowlist
Provide your IT or network team with the following information:
Cloud Deployments
Allow outbound HTTPS (port 443) to your instance hostname (e.g., yourcompany.teramind.co) and to rt.teramind.co
Allow WebSocket connections (WSS) over port 443 — many proxies block long-lived WebSocket connections by default
Exclude Teramind domains from SSL/TLS inspection — SSL decryption will break the agent-to-server connection
On-Premises Deployments
Allow outbound TCP port 443 to your Teramind server IP or hostname
Allow outbound TCP port 10000 to your Teramind server IP or hostname (single-node) or ports 10000–11000 (multi-node)
Allow WebSocket connections over port 443
Exclude the Teramind server IP/hostname from SSL/TLS inspection
Your specific server address and port information is available in My Account (Cloud) or under Settings > Server (On-Premises). See the linked connectivity article above for how to locate these values and verify reachability after rules are updated.