Connection Failure
If you are facing issues with sharing your camera stream or viewing your customer’s camera stream during a Zoho Lens remote assistance session, the most common cause is firewall restrictions on either your network or your customer’s network.
Firewalls may block certain domains or ports to control access, prevent attacks, or restrict sensitive data transfer. When Zoho Lens’ required domains or ports are blocked, remote assistance sessions may not run properly, especially features such as live video and audio.
To resolve this, update your firewall settings by whitelisting the following domains and ports on both the Technician’s network and the Customer’s networks. Whitelisting ensures features like camera feed, microphone, work without interruptions.
Whitelisting Requirements for Zoho Lens
Component | Details |
Region | All |
Domain to Whitelist | mediaserver.zohortcplatform.com |
Required Ports | - TCP: 80, 443 |
Direction | Both Inbound and Outbound |
Purpose | Enables real-time video/audio streaming. |
Note:
- Firewall settings must be updated on both ends:
- Technician’s network
- Customer’s network
- If either side has restrictive firewall rules, camera sharing or audio may not work properly.
- The domain list may be updated over time. When this happens, kindly make sure to inform your network administrator to whitelist the new domains in your network.