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 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 to access Ava Web or https://www.ava.me 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:
Ava Related URLs:
https://www.ava.me/https://web.ava.me/https://api-production.ava.me/https://api-production.saas.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.
Google Related URLs:
https://firebase.googleapis.com/https://www.googleapis.com/https://firebaseremoteconfig.googleapis.com/https://www.googletagmanager.com/https://fonts.googleapis.com/https://fonts.gstatic.com/https://www.googleadservices.com/https://connect.facebook.net/
These URLs are for Google's services integrated with Ava, such as Firebase, Google APIs, and Tag Manager, essential for font rendering, and app analytics for troubleshooting.
Intercom Related URLs:
https://widget.intercom.io/https://js.intercomcdn.comhttps://api-iam.intercom.io/wss://nexus-websocket-a.intercom.io/
Intercom URLs are crucial for customer support widgets and communication features within the app.
Segment Related URLs:
https://cdn.segment.com/https://api.segment.io/
Segment URLs are used for secure app analytics for troubleshooting.
Miscellaneous URLs:
https://cdnjs.cloudflare.com/https://snap.licdn.com/https://cdn.logrocket.io/https://sentry.io/https://app.link/https://5ebpkaja6a.execute-api.us-west-2.amazonaws.com/
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.
Please send the part above to your IT team to help with whitelisting the right domains.
Please send the part above to your IT team to help with whitelisting the right domains.
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:
Open Chrome and navigate to the page where the issue occurs.
Press
F12(orCmd + Option + Ion macOS) to open Developer Tools.Click on the Network tab at the top.
Refresh the page (press
F5or click the refresh icon).Look for any red entries (failed network requests). Click on these entries to view more details.
Right-click on the Network list and select Save All As HAR with Content to export the entire log.
Save the file and attach it when contacting Ava Support.
Still Need Help?
If after trying the steps above, Ava doesn’t work the way you want to, you may try some of the steps below. They are more involved but would greatly improve the chances to detect the issue and resolve it quickly.
In any case you can contact our support team via the Help Center or directly emailing us at support@ava.me. It’s helpful if you provide the following information:
A detailed description of the issue. If it helps, you can use the template below and replace the placeholders in italic. I was using Ava on: this platform. I wanted to: do something. I did this and that. Then what happened was: that thing. What I expected to happen instead was: this thing.
Screenshots or (best) logs from your browser’s developer tools (if possible).
Any traceroute results from this section or specific error messages from the browser developer tools from this section.
Our support team will work with you and your IT department to resolve the issue as quickly as possible.
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.
If you continue to experience issues, contact your IT team to check the DNS configuration.
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.