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Connection Troubleshooting

If you receive an error in the "Connection" section at https://test.mashme.io, it usually means that your connection to the mashme repositories has not been successful.

This step typically fails if your browser and/or connection are limited by your system and/or network administrator.

How to solve a connection error

To solve the issue and remove the limitations, please follow these steps:

Step 1

If the connection error is due to devices permissions in browser, the following error will display:

If the error is due to connectivity issues themselves, please continue with steps 2 and 3.

Step 2

Check with your system administrator that WebSockets are enabled in your browser.

Step 3

Contact your network administrator and ask them to enable traffic for the domains and IP addresses specified in the Connection Guide (or in Technical Requirements article) and to allow WebSocket protocol.

Further symptoms and troubleshooting

Additional issues you may be experiencing that hint network and connectivity problems are:

  • you get a Connectivity error in the test
  • you cannot access mashme rooms
  • you are experiencing repeated reconnections to the platform
  • you are seeing disruption in all incoming audio/video connections


You are connected to the internet and can access websites such a


Please check the following:

Step 1

Plug your PC directly into the wifi router (if possible).

This will remove any wifi related issues, including router signal problems, PC wifi card, Operating System drivers or wireless interference from other networks, devices or obstacles such as walls.

Step 2

If you cannot connect physically to the router, please try and move as close to the wifi router as possible.

This will remove disruption from walls in the midway and reduce the impact of other wireless network interference.

Step 3

Try the connection on an alternative network or mobile tethering (if possible).

This will provide different speed, quality and latency on the alternative network and will potentially remove/change the firewall you are routing through.

Step 4

Check that your firewall and security settings are not blocking the access.

To successfully enter the platform, mashme requires specific network ports to be open (Technical Requirements):

  • TCP: 80 & 443 (chat and presentations)
  • UDP: 36000-59999 & 19302 (video and audio)

If you have a local Firewall on your PC, please add additional rules or temporarily deactivate it to test the connection (once checked, re-enable it to maintain security).

Review as well the firewall rules on your network router, in case it is blocked by default and needs to be open.

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