<h2><span style="color: rgb(243, 121, 52);">Overview</span></h2><p>&nbsp;ScreenMeet interacts with your security/networking tools. If you experience issues such as time to connect, frame rate, or quality, it is likely due to a unique variable within your environment. As a best practice, we recommend starting by disabling all tools (Zscaler, VPN, Carbon Black, Firewalls, changing network) when an issue arises. Then attempt to start a session again. If it works as expected, one of the network/security tools is likely causing the problem.</p><p>To identify the specific tool(s) causing degraded performance, follow these steps:</p><ol><li><p>Enable the tools one by one.</p></li><li><p>Create a subsequent session for each enabled tool.</p></li><li><p>Observe if the issue resurfaces. It may be a combination of tools (e.g., Zscaler + non-split tunnel VPN).</p></li></ol><p><strong>If the issue is resolved by disabling a security tool or changing your network,&nbsp;<u>please note that ScreenMeet has limited recourse for troubleshooting external tools or your network</u></strong><u>.</u> In such cases, we suggest escalating the issue to your network/security team or contacting the support team of the specific tool/interface to ensure proper implementation of our documentation and to address any conflicting settings.</p><h2><span style="color: rgb(243, 121, 52);">Types of Issues</span></h2><h3><span>ScreenMeet does not open at all</span>:</h3><ul><li><p>Ensure that the ScreenMeet support binary is whitelisted.</p></li></ul><h3>ScreenMeet does not connect when using unattended:</h3><ul><li><p>Check if tools like Zscaler are intercepting ScreenMeet traffic and replacing the SSL certificate. Refer to the Zscaler section for resolution steps.</p></li></ul><h3>ScreenMeet takes a long time to connect:</h3><ul><li><p>Ensure that your VPN, HTTP Forward Proxies, and Firewalls allow UDP/TCP for *.screenmeet.com.</p></li></ul><h2><span style="color: rgb(243, 121, 52);">Networking/Security Tool Overview:</span></h2><h2><span>Zscaler:&nbsp;</span></h2><p>Zscaler can impact the ability to connect via unattended sessions and connection time if it intercepts ScreenMeet traffic. Resolution:</p><ul><li><p>Add traffic to and from *.screenmeet.com within Zscaler.</p></li><li><p>Refer to the following links for more details:</p><ul><li><p><a target="_new" rel="noopener noreferrer nofollow" href="https://help.zscaler.com/client-connector/best-practices-adding-bypasses-z-tunnel-2.0">Zscaler Bypasses for Z-Tunnel 2.0</a></p></li><li><p><a target="_new" rel="noopener noreferrer nofollow" href="https://help.zscaler.com/zscaler-client-connector/about-application-bypass-info">Zscaler Client Connector Application Bypass Info</a> Verification:</p></li></ul></li><li><p>Start an attended session on a test machine. <a target="_blank" rel="noopener noreferrer nofollow" href="https://i.imgur.com/UVM9d3S.png">The end user should not see an SSL warning when the ScreenMeet window pops up</a>. If the SSL warning persists, ZScaler is still intercepting ScreenMeet traffic. Ensure the above bypass rules have been setup or contact Zscaler support for further assistance.</p></li></ul><h2><span>VPN:</span></h2><p>Ensure that your VPN is set up in a split tunnel mode, allowing traffic to *.screenmeet.com to egress directly, rather than through the VPN. Resolution:</p><ul><li><p>Follow the specific instructions related to your VPN. Verification:</p></li><li><p>Disable the VPN if you notice connection issues and create a session to check if the problem persists.</p></li></ul><h2><span>Proxies:</span></h2><p>&nbsp;If you use an HTTP forward proxy, configure your network to allow traffic to *.screenmeet.com to egress directly and bypass the proxy. Resolution:</p><ul><li><p>Follow the specific instructions related to your implemented proxy. Verification:</p></li><li><p>Disable the proxy if you experience issues and create a session to verify if the problem persists. If it does, ensure that direct egress has been properly set up.</p></li></ul><h2><span>AV/Binary Blockers:</span></h2><p>&nbsp;If you use a binary blocker (e.g., Carbon Black), whitelist the ScreenMeet binaries. On Windows, whitelist ScreenMeetSupport.exe, a bundled dll file called webrtcnative-x64.dll, and ScreenMeetSupport.app on MacOS.</p><h2><span>Firewalls:</span></h2><p>Allow UDP and TCP traffic for *.screenmeet.com. For more details, please refer to our <a target="_new" rel="noopener noreferrer nofollow" href="https://docs.screenmeet.com/docs/firewall-white-list">Firewall White List documentation</a>.</p><h2><span>WebRTC tool</span></h2><p>Running the WebRTC tool may give you context into what may be failing about your connection which can be helpful in isolating steps to resolve.</p><p>If all remediation above has been followed, please run this tool and provide the results as a screenshot in the ticket that is opened.</p><p><a target="_blank" rel="noopener noreferrer nofollow" href="https://integration.screenmeet.com/webrtctest/index.html">https://integration.screenmeet.com/webrtctest/index.html</a></p><h2><span style="color: rgb(243, 121, 52);">ScreenMeet + Tanium Ticket Submission</span></h2><p>If you have followed the documentation above, please feel free to open a ticket with the information provided below as this will allow us to troubleshoot the issue most effectively.&nbsp;</p><p>Issue Details:</p><ul><li><p>Description of the issue:</p></li><li><p>Customer Name:</p></li><li><p>Frequency of the issue:</p></li><li><p>Any/all session ID(s) where the issue is reproduced:</p></li><li><p>Name of any/all security/networking tools used:</p><ul><li><p>Zscaler</p></li><li><p>VPN</p></li><li><p>Binary Blocker/AV (e.g., Carbon Black)</p></li><li><p>Firewalls</p></li><li><p>HTTP Forward Proxies</p></li></ul></li></ul><p>Please confirm when submitting ticket if you have followed the documentation to allow ScreenMeet to work optimally in your environment.</p>

ScreenMeet + Tanium Troubleshooting

Getting Application from ServiceNow Store

Using your Azure Blob for ScreenMeet File Storage

Minimal Cobrowse Script

Frequently Asked Questions

Timeout Settings

July

Remote Control

IP Access Control Feature

Live Release Notes Q2 2024

Video Chat Integration

Cobrowse Settings

CoBrowse Release Notes Q2 23

Connecting to Mac devices

Connecting to a Device Using Beam

Windows Tools

Starting a session

CoBrowse Release Notes Q1 22

Remote Support Release Notes Q4 24

Clipboard

Release Summer 21 (1.14)

Virtual Agent Integration w/ ScreenMeet

Android SDK Quickstart

Security

Remote Support Release Notes Q3 23

Replay Settings

Custom Copy

CoBrowse Deployments

AI Summary History

Integration Signing Key

Microsoft D365 Release Notes Q4 2022

Replay Release Notes Q2 24

October

Live Settings

ScreenMeet Console Customers

Hosting a Desktop Session

Remote Support Release Notes Q2 23

Creating a Replay Recording

AI Assist Overview

Included Reports and how to add them into Dashboards

Custom Domain

Networking Configuration

AI Summarization

Remote Support

Overview

Remote Support Settings

CoBrowse Release Notes Q2 24

Sign in to console.screenmeet.com

Multiple Domain and Subdomain support

February

File Transfer Settings

Exporting ScreenMeet + Salesforce data to third party visualization tools

Beam Release Notes Q1 24

Regional Geo-Fencing

Custom Branding

AI Assist

Configure API service

Beam Release Notes Q3 23

Joining & Completing a Live Plus session

Egress IP Addresses

Custom URL

Starting a Session from within Salesforce

Settings and Policies

Requirements

How To Install ScreenMeet in Your Genesys Instance

Localization

Configuring Environment Variables

Reviewing a Session

August

Remote Support Release Notes Q1 23

Live Release Notes Q2 22

Release Summer 2020 (1.9)

Device Requirements

System Information

Create Multiple Sessions

ServiceNow Release Notes Q4 24

403 Forbidden while making API request

Manage Beam Group Permission Set

ScreenMeet Platform Release Notes Q3 23

Remote Support Release Notes - Q1 22

Screen Annotation

Creating a Session

Custom Background

Remote Support Release Notes Q2 24

AI Summary Studio

Instructions to Person at End Point Device

Beam Client: Installation, Deployment, and Configuration Guide

Beam Groups: Setup, Settings, and Access Management

Component settings

Customer initiated sessions with a chatbot

ScreenMeet 2024 Release Notes

Package Installation Error - Case-Case Layout: feedLayout is not supported for this layout

Developer Notes (3.0.11)

Starting a Session from Dynamics

ScreenMeet Platform Release Notes Q1 23

Remote Support Release Notes Q2 22