Troubleshooting & Hardware
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      System and Hardware Requirements

      Learn more about BigMarker's System Requirements, including it's Internet Browser Information, Internet Information, Firewalls, Operating Systems Requirements and Hardware Recommendations

      Table of Contents 

      1. Internet Browser Information 
      2. Internet Speed Requirements 
      3. Firewall or Proxy Check
      4. Operating System Requirements 
      5. Hardware Recommendations 

      Having issues after confirming your software and hardware are up to date? Look to these articles for troubleshooting and support tips

      How to Increase Your Connection Speed and Prevent Packet Loss

      My Camera is Not Working

      Microphone Not Working? Try These Troubleshooting Tips

      Contact support@bigmarker.com if you continue to have any issues

      Internet Browser Information 

      To attend or host a webinar you'll need to be on the latest version of Chrome, Firefox, Safari, Edge or Opera. Attendees can enter on Internet Explorer, hosts cannot.*

      There are many reasons why you should update your browser regularly including:

      1. Increased security benefits
      2. New versions are faster
      3. Avoid compatibility problems associated with older versions
      4. Allow your applications to work more smoothly and efficiently
      5. Allow access to the newest applications
      6. Many new websites function only in newer browser versions
      7. Fix issues associated with previous versions

      * IE is no longer supported by Microsoft and is not safe to use. Internet Explorer 11 can only be used by attendees. Hosts cannot enter on Internet Explorer.  

       

      Important! BigMarker strongly recommends hosts and presenters use Chrome or Firefox for the best possible experience. 

                                        

      Update or Download browsers here: 

      Update Chrome (Recommended)

      Update Firefox (Recommended)

      Update Safari

      Update Edge (If possible please replace Internet Explorer and legacy versions of Edge)*

      Update Opera 

      To update Safari on iOS, please click here.

      Keep track of Chrome's releases and updates here

      Internet Speed Requirements 

       Test your internet speed here using our system check. We're integrated with SpeedOfMe which is going to be more accurate than other tests. If you're failing the speed test, please read this article. 

      The minimum download and upload speed to join the webinar as an attendee without interruption are 2Mbps. If you fail to meet the minimum requirements you may experience technical difficulties in the room including losing connection and poor audio and video. If you are an attendee and Webcast is enabled by the host, please choose Webcast mode. 

      The optimum speed for hosts and attendees who want to share microphones, webcams, desktops, and presentations is 10Mbps+. If possible, a wired connection is much more stable and will help prevent dropped connections and interference.

      If you're failing the speed test or are unable to reach these minimum requirements please read our help article.       

      Pro-Tip: If you are using a DSL modem with a slow uplink, a 3G wireless modem, a network with some type of proxy/firewall, or a lower speed connection, your webinar experience, and quality may suffer.

      Firewall or Proxy Check 

      If you are trying to connect to a webinar from work, a school, government, or religious organization, you may run into a Firewall issue. If have a network Firewall enabled, you may see a black video screen or a "Connection Can't Be Established" warning or you may drop connection regularly (like every 10 seconds). 

      Note: If webcast mode or new attendee experience is enabled, attendees should not be impacted even if they are failing our Firewall test. 

      What can you do? 

      If possible, please contact your IT department and have them open the necessary Ports (see below).  

      Minimum Requirement: Assumed by default is that TCP ports 80 and 443 are open. Some firewall rules only allow for TCP traffic over port 443, make sure that all traffic can pass over this port. If you continue to experience issues, you may need to follow the rest of the rules below.

      Best Experience: In addition to the minimum requirements being met, we recommend that UDP ports 1025 - 65535 be open.

      More info: Our streaming server IP addresses change dynamically and can be any IP address, so you cannot allowlist an IP address range. If you are looking to add our domain to be allowed in your firewall, the easiest thing to do is to allow traffic from all bigmarker.com servers with *.bigmarker.com domain. 

      Explicit Firewall rules for your IT department:

      443/tcp ALLOW *.bigmarker.com
      80/tcp ALLOW *.bigmarker.com
      80/udp ALLOW *.bigmarker.com
      53/udp ALLOW *.bigmarker.com
      443/tcp (v6) ALLOW *.bigmarker.com (v6)
      80/tcp (v6) ALLOW *.bigmarker.com (v6)
      53/udp (v6) ALLOW *.bigmarker.com (v6)

      53/udp ALLOW OUT *.bigmarker.com
      80/tcp ALLOW OUT *.bigmarker.com
      443/tcp ALLOW OUT *.bigmarker.com
      443/udp ALLOW OUT *.bigmarker.com
      53/udp (v6) ALLOW OUT *.bigmarker.com (v6)
      80/tcp (v6) ALLOW OUT *.bigmarker.com (v6)
      443/tcp (v6) ALLOW OUT *.bigmarker.com(v6)
      443/udp (v6) ALLOW OUT *.bigmarker.com (v6)

      If this does not work, have your IT department email support@bigmarker.com

      Troubleshooting Tips! 

      • If you are behind an Application Firewall BigMarker will not be able to penetrate it unless it's disabled. 
      • If you do not believe you are behind a firewall, but are failing the firewall test, please check to see if Stealth Mode is enabled in AdGuard.  BigMarker's website can't detect your firewall settings with this enabled. After disabling Stealth Mode, you should pass the Network Firewall check.
      • We recommend disabling any anti-virus programs (ex: Kaspersky, Norton, McAfee, AVG, Windows Security Essentials, etc. Be sure to also disable Windows Firewall). Programs like these consume CPU resources, and may block ports needed for a successful webinar experience. 

      Operating System Requirements 

      It's always best to update your operating system if possible. But here are our requirements: 

      Windows XP, Vista, 7* or later, Mac OS X 10.6 or later, or Linux: RHEL 5.6 or later, openSUSE 11.3 or later, or Ubuntu 10.04 or later.

      Don’t know what system you’re using? No worries, just click here for your system details. Please update your operating system when possible. Just do a search to learn how to update your specific OS. 

      Here is our system check. This test will tell you if you're ok or need some updating. 

      *Windows 7 is no longer being updated by Microsoft. It's best to update your operating system to the newest version if possible. If you are going to be using a Windows 7 device or expect other presenters will be, please switch your webinar's codec to VP8 within the edit section of your webinar. 

      Hardware Recommendations 

       

      Hardware Recommendations for Physical Conference Rooms 

      Many businesses and other organizations may have a specific room or space in their office specifically dedicated to video conferencing. If this is your case, here are some useful recommendations for the type of setup. 

      BigMarker Recommended Cameras

      BigMarker Recommended Microphones

       

       

        Please email support@bigmarker.com if you are still experiencing connection issues, or if you're failing the system check or have an unstable connection for additional troubleshooting.