# Troubleshooting Ava on Your Secure Network

June 24, 2026

If you are experiencing connectivity issues with Ava's cloud-based web, desktop and mobile products while using your own network, this guide will help you troubleshoot the most common problems. Follow the steps below in order, to resolve the issue.

## 1. Check Your Internet Connectivity

First, verify that this wasn’t an internet issue and that your internet connection is stable:

- Test your connection by loading other websites or cloud-based applications.
- If you experience slowness or disruptions across all services, contact your internal IT team to resolve general network issues.

## 2. Check you use the supported platform

On web, Ava works best with Google Chrome versus the other browsers. Check [here](https://help.ava.me/en/articles/1215139-what-system-requirements-does-ava-have) for exact compatibility & system requirements with Ava.

If you are having trouble on a browser:

- Use the compatible browser and check you are on the latest version.
- Clear your browser’s cache and cookies (on Chrome: Go to Settings > Privacy and Security > Clear Browsing Data)
- Try accessing Ava in an Incognito or Private browsing window.

## 3. Use the Secured HTTPS URL

- Always access Ava's platform using the HTTPS version of the URL. For example, use: [https://web.ava.me](https://web.ava.me/) to access Ava Web or [https://www.ava.me](/content/site-root.html) to access our website.
- If this solves your problem then:
  - clear your browser’s cache and cookies to remove any cached HTTP (non-secure) data from Ava.
  - if you’ve bookmarked or saved links, update these bookmarks to match the HTTPS version of Ava.

## 4. Ensure Ava's Services Are Not Blocked by Your Network Security

Your firewall or network security system may be blocking Ava’s services. To resolve this, make sure Ava’s domains and ports are whitelisted:
- **Ava's Domain List**: Ensure your network allows traffic to the following domains:
  - **`https://www.ava.me/`**
  - **`https://web.ava.me/`**
  - **`https://api-production.ava.me/`**
  - **`https://api-production.saas.ava.me/`**
  - **`https://backend.ava.me/`**
  - **`wss://chabarak-production.ava.me/`**

_These URLs are directly related to Ava's primary services and functionalities, including user interfaces and backend processes._

- **Required Ports**: Verify that the following ports are open on your network:
  - 443
- **Allow WebSocket Traffic (WSS)**: If your firewall inspects or blocks WebSocket traffic, confirm with your IT team that connections over the `wss://` protocol are permitted over SSL/TLS.

## 5. Use Browser Developer Tools for Error Diagnostics

If issues persist, use your browser's developer tools (press F12) to identify failed network requests. This information can help both your IT team and Ava’s support team troubleshoot further. Here’s how on Google Chrome:

1. Open Chrome and navigate to the page where the issue occurs.
2. Press `F12` (or `Cmd + Option + I` on macOS) to open Developer Tools.
3. Click on the **Network** tab at the top.
4. Refresh the page (press `F5` or click the refresh icon).
5. Look for any red entries (failed network requests). Click on these entries to view more details.
6. Right-click on the Network list and select **Save All As HAR with Content** to export the entire log.
7. Save the file and attach it when contacting Ava Support.

## 6. Check Your VPN Configuration

If you know that you are using a VPN (Virtual Private Network), it may interfere with Ava's services. Try the following:
- Disconnect from the VPN and attempt to access Ava.
- If you can access Ava without the VPN, your VPN configuration may be blocking certain traffic. You might have to contact your IT team to modify the VPN settings and allow access to Ava.

## 7. Test New DNS Settings Temporarily

Ensure your network's DNS (Domain Name System) settings are configured correctly:
- Consider using a public DNS service like Google DNS (8.8.8.8) to improve connection reliability. You can follow the steps on how to do it on Windows or Mac [here](https://developers.google.com/speed/public-dns/docs/using).

## 8. Check Network Latency & Trace Routes

Latency or delays on your network can impact access to Ava’s services. You can check network performance by running a traceroute to Ava’s servers and sending it to our developers. Follow these steps:
- On Windows: Open Command Prompt and type `tracert [backend.ava.me](http://backend.ava.me/)`
- On Mac/Linux: Open Terminal and type `traceroute [backend.ava.me](http://backend.ava.me/)`.

If you notice any delays or timeouts in the traceroute results, share them with your IT team.