Resolving WebSocket connection issues with BitDefender VPN
At our company, we prioritize the security and seamless experience of our webinar platform users. Our software relies on secure WebSockets over SSL to ensure the highest level of protection against insecure or hacked connections to our webinar rooms. Recently, we identified an issue where BitDefender VPN interferes with WebSocket connections, causing disruptions for some of our users. This article explains the issue and provides solutions to resolve it.
WebSocket connections are crucial for the proper functioning of our webinar software, enabling real-time communication and interaction during live sessions. We use WebSockets over SSL to maintain a secure and encrypted connection, protecting our users' data and privacy. However, it has come to our attention that BitDefender VPN may block these connections or attempt to sniff the SSL layer, leading to the following error message:
Your Internet connection has been unexpectedly terminated! Check the Internet connection and restart your browser page in order to restore broadcast. If you repeatedly receive this message, you need to contact your ISP’s support to check the stability of Internet connection, including Wi-Fi connection.
If this message appears a few seconds after you log in to the meeting room and persists, you may be affected by this issue.
Disable BitDefender VPN: Temporarily disable BitDefender VPN to check if it is the cause of the WebSocket connection issue. If the problem is resolved, consider using an alternative VPN service that does not interfere with WebSocket connections.
Whitelist Our WebSocket Domain: Contact BitDefender support and request to add our WebSocket domain (ws.mywebinar.live) to their whitelist. This can prevent BitDefender from blocking or sniffing the SSL layer of our WebSocket connections.
Adjust BitDefender Settings: In some cases, adjusting BitDefender's settings to allow WebSocket connections can resolve the issue. Refer to BitDefender's support documentation or contact their support team for specific instructions on how to do this.
Check Internet and Wi-Fi Stability: Ensure that your Internet connection is stable and that your Wi-Fi network is functioning properly. Unstable connections can also contribute to WebSocket issues, so it is essential to verify this aspect as well.
If you do not want to deactivate the built-in BitDefender VPN or your company policies do not allow deactivating it, try adding the following domains to the BitDefender whitelist:
Use port 443 for all of them if needed.
This may help you avoid connection issues with our instant meeting room, even if BitDefender is inspecting your SSL traffic. However, it is not a good practice for third-party software, including antivirus programs, to monitor and interfere with your private traffic.
We are committed to providing a secure and reliable webinar experience for our users. If you continue to encounter issues with WebSocket connections despite following these steps, please reach out to our support team at [support email/phone number] for further assistance. We appreciate your understanding and cooperation as we work to resolve this matter.
For any questions or additional support, please contact us through the online chat widget.
Understanding the issue
WebSocket connections are crucial for the proper functioning of our webinar software, enabling real-time communication and interaction during live sessions. We use WebSockets over SSL to maintain a secure and encrypted connection, protecting our users' data and privacy. However, it has come to our attention that BitDefender VPN may block these connections or attempt to sniff the SSL layer, leading to the following error message:
Your Internet connection has been unexpectedly terminated! Check the Internet connection and restart your browser page in order to restore broadcast. If you repeatedly receive this message, you need to contact your ISP’s support to check the stability of Internet connection, including Wi-Fi connection.
If this message appears a few seconds after you log in to the meeting room and persists, you may be affected by this issue.
Steps to resolve the issue
Disable BitDefender VPN: Temporarily disable BitDefender VPN to check if it is the cause of the WebSocket connection issue. If the problem is resolved, consider using an alternative VPN service that does not interfere with WebSocket connections.
Whitelist Our WebSocket Domain: Contact BitDefender support and request to add our WebSocket domain (ws.mywebinar.live) to their whitelist. This can prevent BitDefender from blocking or sniffing the SSL layer of our WebSocket connections.
Adjust BitDefender Settings: In some cases, adjusting BitDefender's settings to allow WebSocket connections can resolve the issue. Refer to BitDefender's support documentation or contact their support team for specific instructions on how to do this.
Check Internet and Wi-Fi Stability: Ensure that your Internet connection is stable and that your Wi-Fi network is functioning properly. Unstable connections can also contribute to WebSocket issues, so it is essential to verify this aspect as well.
Troubleshooting
If you do not want to deactivate the built-in BitDefender VPN or your company policies do not allow deactivating it, try adding the following domains to the BitDefender whitelist:
wss://ws.mywebinar.com
wss://ws.mywebinar.live
wss://ws.myownconference.comUse port 443 for all of them if needed.
This may help you avoid connection issues with our instant meeting room, even if BitDefender is inspecting your SSL traffic. However, it is not a good practice for third-party software, including antivirus programs, to monitor and interfere with your private traffic.
Conclusion
We are committed to providing a secure and reliable webinar experience for our users. If you continue to encounter issues with WebSocket connections despite following these steps, please reach out to our support team at [support email/phone number] for further assistance. We appreciate your understanding and cooperation as we work to resolve this matter.
Contact us
For any questions or additional support, please contact us through the online chat widget.
Updated on: 11/07/2024
Thank you!