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Unable to Open Device - Connection Error

You may encounter a Connection Error when trying to open a device.

Opening a device makes use of the WebSocket protocol. A successful and stable WebSocket connection is crucial for opening and working with devices.

This is a screenshot of the error.

WebSocket connections might be affected by:

  • Weak network connection
  • Connecting through a corporate network
  • Browser Add-ons
  • Anti-Virus software
  • Connecting through proxy
  • ISP issues

Troubleshooting​

Try the following in order to establish the cause:

  • Connect to a different network.
  • Contact your IT department to see if they can allow for wss (web socket secure).
  • Disable Browser add-ons or try to login to the cloud in incognito/private browsing mode.
  • Disable your Anti-Virus. Alternatively, refer to the Anti-Virus documentation to learn if it blocks WebSocket connections.
  • If you are connected via a proxy, try to disable the proxy or connect directly.
  • Contact your ISP to inquire about potential WebSocket blocking protocols.
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