If you are experiencing connectivity issues with Ava's cloud-based web, desktop and mobile products while using your own network, this guide will help you troubleshoot the most common problems. Follow the steps below in order, to resolve the issue.

1. Check Your Internet Connectivity

First, verify that this wasn’t an internet issue and that your internet connection is stable:

• Test your connection by loading other websites or cloud-based applications.
• If you experience slowness or disruptions across all services, contact your internal IT team to resolve general network issues.

2. Check you use the supported platform

On web, Ava works best with Google Chrome versus the other browsers. Check here for exact compatibility & system requirements with Ava.

If you are having trouble on a browser:

• Use the compatible browser and check you are on the latest version.
• Clear your browser’s cache and cookies (on Chrome: Go to Settings > Privacy and Security > Clear Browsing Data)
• Try accessing Ava in an Incognito or Private browsing window.

3. Use the Secured HTTPS URL

• Always access Ava's platform using the HTTPS version of the URL. For example, use: https://web.ava.me to access Ava Web or https://www.ava.me to access our website.
• If this solves your problem then:
  • clear your browser’s cache and cookies to remove any cached HTTP (non-secure) data from Ava.
  • if you’ve bookmarked or saved links, update these bookmarks to match the HTTPS version of Ava.

4. Ensure Ava's Services Are Not Blocked by Your Network Security

Your firewall or network security system may be blocking Ava’s services. To resolve this, make sure Ava’s domains and ports are whitelisted:

• Ava's Domain List: Ensure your network allows traffic to the following domains:

  Ava Related URLs:

  • https://www.ava.me/
  • https://web.ava.me/
  • https://api-production.ava.me/
  • https://api-production.saas.ava.me/
  • wss://chabarak-production.ava.me/

  These URLs are directly related to Ava's primary services and functionalities, including user interfaces and backend processes.

  Google Related URLs:

  • https://firebase.googleapis.com/
  • https://www.googleapis.com/
  • https://firebaseremoteconfig.googleapis.com/
  • https://www.googletagmanager.com/
  • https://fonts.googleapis.com/
  • https://fonts.gstatic.com/
  • https://www.googleadservices.com/
  • https://connect.facebook.net/

  These URLs are for Google's services integrated with Ava, such as Firebase, Google APIs, and Tag Manager, essential for font rendering, and app analytics for troubleshooting.

  Intercom Related URLs:

  • https://widget.intercom.io/
  • https://js.intercomcdn.com
  • https://api-iam.intercom.io/
  • wss://nexus-websocket-a.intercom.io/

  Intercom URLs are crucial for customer support widgets and communication features within the app.

  Segment Related URLs:

  • https://cdn.segment.com/
  • https://api.segment.io/

  Segment URLs are used for secure app analytics for troubleshooting.

  Twilio:

  • global.turn.twilio.com

  You can find the list of IP addresses for different regions here. Depending on your region, you need to whitelist specific IPs from this list because the domain resolves to different IP addresses based on the region.

  Miscellaneous URLs:

  • https://cdnjs.cloudflare.com/
  • https://snap.licdn.com/
  • https://cdn.logrocket.io/
  • https://sentry.io/
  • https://app.link/
  • https://5ebpkaja6a.execute-api.us-west-2.amazonaws.com/

• Required Ports: Verify that the following ports are open on your network:

  Your network infrastructure should be configured to allow connections to and from the above addresses on the following ports:

  Port	Protocol
  443	TCP    (TURN TLS)
  3478	TCP, UDP (TURN)
  5349	TCP (TURN TLS)
  10000-60000	UDP (Twilio's TURN servers will allocate peer relay ports in that range.)

• Allow WebSocket Traffic (WSS): If your firewall inspects or blocks WebSocket traffic, confirm with your IT team that connections over the wss:// protocol are permitted over SSL/TLS.

Please send the part above to your IT team to help with whitelisting the right domains.