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Can't connect to a live session? Check your network

Support guide · 3 min read · 28 Oct 2026

If Join meeting does nothing or a live session never loads, your network or security software may be blocking live video. Try the quick fixes, run Amazon's network test and send the checklist to your IT team.

If you click Join meeting and nothing happens, the session keeps loading, or others can't see or hear you, something between your device and our live-video service is usually blocking the connection. It happens most often on office, school or hotel networks, behind a VPN, or when antivirus web protection is turned on.

Quick fixes

  1. Reload the page, click Join meeting once and give it up to 20 seconds.
  2. Turn off any VPN, and pause ad blockers or privacy extensions for platonix.ch.
  3. Try another browser (Chrome, Edge or Safari) or a private window.
  4. Try another network, for example your phone's hotspot. If it works there, your usual network is blocking live video.
  5. Or join from the [Platonix app](/support/guides/use-the-mobile-apps) on mobile data.

Run the network test

Platonix stages and live rooms run on Amazon's live-video service (Amazon IVS). Amazon's free test checks whether your device and network can reach it.

  1. On the same computer and network, open diagnostics.ivs.rocks and click Continue.
  2. Click Run test, and allow your camera and microphone when your browser asks.
  3. Wait until all ten checks have finished.
  • Everything passes: your network is fine. Try the quick fixes above; if it still fails, [contact us](/support?topic=live).
  • A check fails (most often TCP connection, IVS Real-time connection or IVS Real-time publish): your network or security software is blocking live video. Send the checklist below to your IT team.

> When you contact us or your IT team, click Copy next to Debug log on the test page and paste it into your message.

For IT teams: what to allow

Platonix live sessions use Amazon IVS (stages and broadcasts) and Amazon Chime (open rooms). Please allow outbound traffic to:

  • *.live-video.net on TCP 443: the Amazon IVS connection.
  • All subnets of the IVS_REALTIME service in AWS's ip-ranges.json on UDP 3478 and UDP 443: stage audio and video (TCP 3478 and TCP 443 as fallback).
  • *.chime.aws and 99.77.128.0/18 on TCP 443 and UDP 3478: Amazon Chime meetings.
  • *.sdkassets.chime.aws on TCP 443: Amazon Chime app files.

Two more things matter:

  • **Exempt .live-video.net and .chime.aws from SSL/TLS (HTTPS) inspection. Inspection replaces Amazon's certificate, and browsers then refuse the live connection. To check, look at the certificate of https://global.events.live-video.net: it must be issued by Amazon**. If it names your firewall or antivirus (for example Fortinet or Sophos), the connection is being inspected.
  • Keep UDP open. With TCP only you can still watch a stage, but you can't speak or turn on your camera.

Still not working?

[Contact us](/support?topic=live) with the time you tried, the event name, your device and browser, and the network test's debug log.