You may sometimes experience issues when trying to edit a genially, especially if you’re working on a creation simultaneously with other people.
This is because Genially is not establishing a connection with some WebSockets in order to run certain features. The most common reasons are limitations or crashes on the network or environment you are using Genially from.
In the following article we’ll explain the most common causes of these errors:
- Connections to corporate or institutional networks
- Devices configured by your company or organization
To avoid issues, especially if you’re working as part of a team and simultaneously editing creations with the other members, you’ll need to enable these connections to the Websockets that are necessary for Genially to function 100% and to be able to create great content.
Connections to corporate or institutional networks
If you use Genially on an internet connection in your company or the place you work from (both cable and WiFi), Websockets may be blocked by default. If you’re not sure:
Check the status of connections to your network/environment WebSockets on this website from your device.
An automatic scan of Websocket settings will be performed in your environment. If the results are positive, you will see one of these messages: “Work for you” or “Might work for you”, and in this case, you don’t need to do anything else.
If you receive a different response, your network may have some kind of block that prevents connection to our Websocket. We suggest you try the following:
- Connect to a different network.
- If you connect via a VPN, disconnect from it.
- If you connect to the Internet via a corporate/institutional network, contact your administrator or IT team and ask them to enable the WebSocket for ports 80 and 443 (SSL), which are necessary to be able to use Genially and to resolve the problem. Many organizations are blocked from accessing external services and so your IT team will have to allow you to access our Websockets.
Devices configured by your company or organization
Many companies or institutions pre-configure devices by using settings or applications that keep them protected. If this is the case, the device you access Genially on may have a firewall installed. You’ll need to contact your organization’s IT team and ask them to add the following domains to the list of permitted sites:
It’s also possible that you are operating under the protection of a proxy. By default, all WebSockets should be allowed, but if they are not, you should ask your IT team to enable WebSockets separately for each domain mentioned above.
Here are the specifications your IT team or administrator will need:
- Protocol: HTTPS.
- The proxy server must support the WebSocket connection (HTTP/2).
- The HTTP version of the proxy should be 1.1.
- Source/host IP (or Source IP/host): Please review the NAT domains listed above.
- Port of origin: 80 (or Source port: 80): port 80 is used to redirect HTTP access to HTTPS.
- Destination port: port 443 (SSL). This is the one used for HTTPS.
- The Timeout value on the proxy server should be extended. The system will most likely wait between 60 and 90 seconds to connect. It would be best to extend it to 120 or 180 seconds.
- The proxy server should not modify the headers of requests that go through it (applies to both requests and responses). Please check if your proxy modifies headers in requests, especially 'Upgrade' and 'Connection' headers.
If you have done all of the above checks and are still having problems, please contact email@example.com for help accessing Genially. Please include the word WebSocket in the subject line and include the email address you use to access Genially in the body of the email. Also, attach a screenshot of your browser console that shows the issue you are having. We’ll get in touch to help you as soon as possible!