- 10 Jul 2023
- 3 Minutes to read
ScreenMeet + Tanium Troubleshooting
- Updated on 10 Jul 2023
- 3 Minutes to read
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.
To identify the specific tool(s) causing degraded performance, follow these steps:
- Enable the tools one by one.
- Create a subsequent session for each enabled tool.
- Observe if the issue resurfaces. It may be a combination of tools (e.g., Zscaler + non-split tunnel VPN).
If the issue is resolved by disabling a security tool or changing your network, please note that ScreenMeet has limited recourse for troubleshooting external tools or your network. 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.
Types of Issues
ScreenMeet does not open at all:
- Ensure that the ScreenMeet support binary is whitelisted.
ScreenMeet does not connect when using unattended:
- Check if tools like Zscaler are intercepting ScreenMeet traffic and replacing the SSL certificate. Refer to the Zscaler section for resolution steps.
ScreenMeet takes a long time to connect:
- Ensure that your VPN, HTTP Forward Proxies, and Firewalls allow UDP/TCP for *.screenmeet.com.
Networking/Security Tool Overview:
Zscaler can impact the ability to connect via unattended sessions and connection time if it intercepts ScreenMeet traffic. Resolution:
- Add traffic to and from *.screenmeet.com within Zscaler.
- Refer to the following links for more details:
- Start an attended session on a test machine. The end user should not see an SSL warning when the ScreenMeet window pops up. 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.
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:
- Follow the specific instructions related to your VPN. Verification:
- Disable the VPN if you notice connection issues and create a session to check if the problem persists.
If you use an HTTP forward proxy, configure your network to allow traffic to *.screenmeet.com to egress directly and bypass the proxy. Resolution:
- Follow the specific instructions related to your implemented proxy. Verification:
- 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.
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.
Allow UDP and TCP traffic for *.screenmeet.com. For more details, please refer to our Firewall White List documentation.
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.
If all remediation above has been followed, please run this tool and provide the results as a screenshot in the ticket that is opened.
ScreenMeet + Tanium Ticket Submission
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.
- Description of the issue:
- Customer Name:
- Frequency of the issue:
- Any/all session ID(s) where the issue is reproduced:
- Name of any/all security/networking tools used:
- Binary Blocker/AV (e.g., Carbon Black)
- HTTP Forward Proxies
Please confirm when submitting ticket if you have followed the documentation to allow ScreenMeet to work optimally in your environment.