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 / network team.
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.