What should we do when some users are not getting audio and video?

In some occasions, some users can connect to a Loft meeting but they are not able to hear audio or video. This happens because the network and/or the user's computer are blocking the media stream to our servers.

To troubleshoot this type of problem, please check the connection using the tools present on https://onship.app/status. If the UDP ports are marked as blocked or the audio and video connection fail, you need to check the following possible problems:

1. Loft is not compatible with local network proxies, so if your browser or local computer is routing traffic through a local proxy, you need to either disable it or add the address loft2.frontm.ai to the list of exceptions
2. Verify that your local or corporate network are not blocking any of the IP addresses and ports listed on this document: https://help.frontm.com/hc/en-us/articles/4419115255057-What-IP-addresses-and-ports-should-I-open-in-my-vessels-
3. Verify that the local firewall on your computer are not blocking any of the IP addresses listed in the link above