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Black screen in VA, but the customer says the video is streaming?
Black screen in VA, but the customer says the video is streaming?

This is a common issue that users experience when there's security measures in place on their network. Read on to find out how to fix!

Dominique Tuck avatar
Written by Dominique Tuck
Updated over a week ago

Due to the sensitive nature of claimant data, Virtual Assist is flexible for implementing extra security measure on the portal. Similarly, most corporate networks will also implement specific security protocols that will block users from accessing certain sites, downloading files, etc. A common term for this is known as "Firewalls".

What is a Firewall?

A firewall acts as a security guard on your computer and internet connection. It monitors attempts to gain access to your operating system and blocks unwanted traffic or unrecognized sources.

You can think of a firewall as a traffic controller. It helps to protect your network and information by managing your network traffic, blocking unsolicited incoming network traffic, and validating access by assessing network traffic for anything malicious like hackers and malware.

How do Firewalls affect Virtual Assist?

Virtual Assist relies on real time technology, which is often flagged as potentially malicious on most Firewall protocols.

Signs of a firewall blocking your connection to Virtual Assist:

  • If you are seeing a black screen in the centre panel of VA, but the customer says they are steaming video,

  • After you click "End Session" on the session, the video starts processing and then uploads.

An easy way to confirm that you are being blocked by Firewalls:

  • Disconnect your computer from your work Wifi connection or VPN

  • Reconnect via a mobile hotspot, preferably your personal hotspot.

  • Try the session again to see if it works as expected.

What to do next:

  • Please contact Codafication for documentation on your private cloud so you can whitelist Virtual Assist

  • There are two ports to whitelist, one is for Twilio and the other is the private cloud.

  • Once you receive your documentation, please send this to your technical/IT team to unblock Virtual Assist.

For the full web site, click here.

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