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The Airtame Screen cannot access Airtame Cloud

  • Updated

In certain cases you may experience an Airtame Screen, with an internet connection, cannot access the Airtame Cloud URL, airtame.cloud. Here are the most common reasons for this issue:

  • Airtame.cloud because is not listed inside your DNS.
  • Airtame does not have internet access.
    • The network doesn't provide internet or the ports required are not open.
  • Your firewall is blocking the domain airtame.cloud or the port 443.
  • Your firewall is blocking cdn.airtame.cloud. This is a critical piece for Cloud since the component, cloud-agent, installed from the CDN is responsible for the websocket connection to Cloud, and the device won't connect to Cloud unless it can download the cloud-agent software from the cdn.airtame.cloud. The nature of the CDN doesn't allow to have statics IPs so the domain cdn.airtame.cloud should be whitelisted.
  • Your web filter's SSL decryption is blocking airtame.cloud from being resolved. You can disable SSL Decryption Bypass or manually whitelist airtame.cloud or Airtame Cloud static IP addresses 75.2.47.197/32 and 99.83.144.222/32.
  • Country Restrictions: Some networks have country restrictions enabled. airtame.cloud is hosted on Amazon Web Service's servers in Germany. This means that you will need to whitelist airtame.cloud or host a VPN to an outside location.

Fortinet Firewall

If you are using Fortinet Firewall we recommend making sure your forward multicast traffic in NAT mode. Please follow these steps:

Step 1: Enabling multicast forwarding

By default, Multicast Forwarding is enabled on FortiGate devices and the multicast-forward setting must be used to enable or disable multicast forwarding.

Enable multicast forwarding from CLI using the following commands:
config system setting
    set multicast-forward enable
end

Prevent the TTL for forwarded packets from being changed

To preserve TTL values for forwarded multicast packets, use the multicast-ttl-notchange option. Enable it only if packets expire prematurely before reaching the multicast router.
config system settings
    set multicast-ttl-notchange enable
end

Step 2:  Configure multicast policy for source and destination.

This multicast policy only applies to the source interface port1 and the destination interface port2.

From GUI

  • Navigate to Policy & Objects -> Multicast -> Create New.
  • Select the source and destination interface with the source and destination IP address.
Note: If the Multicast tab is not seen then navigate to System -> Config -> Features.  Enable Multicast policy to get it on the GUI.
 

From CLI

config firewall multicast-policy
    edit 1
        set srcintf  port1
        set dstintf  port2
        set srcaddr  all
        set dstaddr  all
    next
end

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