KUDO Help Center

Troubleshooting

  • My camera/microphone is not working, what can I do?

    You can use your camera and microphone for sites in Chrome. In order to hear and be heard, you will need to allow Chrome/Firefox/Edge. To use your hardware. 

    Steps to allow the use of camera and microphone:

    1. Open Chrome Chrome.
    2. Go to live.kudoway.com , live.kudoway.eu or  china.kudoway.com (accessing the meeting will redirect you to the right domain, so if you are not sure, just access the meeting link). If you are just testing your connection, you will need to access:
      1. https://live.kudoway.com/test  or 
      2. https://live.kudoway.eu/test
    3. When prompted, choose Allow.
      • Allowed sites: KUDO can use your camera and microphone while on our test page. The same might be necessary when accessing a meeting.
      • Blocked sites: Some sites won't work if you block your camera or mic while you are checking them. For example, you won't be able to join a KUDO video conference.

    If you are not been prompted to allow your camera/microphone to be used,  it's most likely that you have previously not allowed them to be used on KUDO. 

    A quick fix for that is to click on the padlock icon from the URL bar, mceclip1.png 

    once done, the below screen will appear. Make sure that your Camera and Microphone are set to Allow like on the screenshot below.

     

    mceclip0.png

     

    For the Firefox browser, make sure to check this link,  where there is a similar tutorial.  If everything is ok, and the camera/microphone is still not working, make sure to check your OS settings as explained here.

  • Screen sharing on Mac

    If you are running macOS Catalina or a later version, you must grant access to the Screen Recording Permission in order to share your screen during a KUDO call.

     

    How to enable screen sharing for KUDO

     

    1. When you first join a KUDO meeting on macOS, you’ll be asked to enable the Screen Recording permission for your browser.

     

    This can also be done manually from the Apple menu  > System Preferences, click Security & Privacy.

    2. Select the Privacy tab, then Screen Recording;

    3. Select the tickbox next to the browser you use to allow it to record your screen.

     

    4. In order for the changes to take effect, you will need to quit the selected browser.

    5. Open your browser and rejoin your video call. You should be able to screen share.

     

     

     

     

     

     

     

     

  • My camera/microphone is not working (OS settings)

    Make sure you allow camera access on the site you want to use. You can allow all sites to use your camera, or just the specific site you’re on.  Learn here about site permissions.

    For:

    Windows users

    Mac users

     

    Windows Users

    1. Right-click on the loudspeaker icon at your Windows menu bar and select Recording devices or Sounds (depending on the Windows version you have installed)
    2. mceclip0.png
    3. On the Playback and Recording tabs, right-click on the microphone you're using and select Set as Default Device and Set as Default Communication Device. Then on the Recording Tab right click on the device and select Properties.
    4. mceclip1.png
    5. Click on the Levels tab and adjust the microphone sensitivity to a level between 75-100. Click OK, close the Sound window, and go back to KUDO in Chrome.
    6. mceclip2.png
    7. To check if Chrome is aware of your microphone selection, click on the black camera icon that appears on the address bar (upper right-hand corner) and make sure they are listed on the corresponding field. You can click on Manage and select a different microphone through the browser settings.
    8. mceclip3.png
    9. Reload your browser to make sure that the settings are updated.

    Mac users

    1.  Click on the loudspeaker icon at the menu bar and select Sound Preferences. If you can’t see the icon, click on the Apple icon at the menu bar and select System Preferences, then select Sound from the list.  
    2. mceclip4.png
    3. On the Output tab, select the headset you are using from the list
    4. mceclip5.png
    5. On the Input tab, select the headset you are using from the list and adjust the microphone volume to a higher level with the Input volume slider.Close the Sound window, and go back to KUDO in Chrome. Adjusting Audio Settings.
    6. mceclip6.png
    7. To check if Chrome is aware of your microphone selection, click on the black camera icon that appears on the address bar (upper right-hand corner) and make sure they are listed on the corresponding field. You can click on Manage and select a different microphone through the browser settings.
    8. To check if Chrome is aware of your microphone selection, click on the black camera icon that appears on the address bar (upper right-hand corner) and make sure they are listed on the corresponding field. You can click on Manage and select a different microphone through the browser settings.
    9. mceclip7.png
    10. Reload your browser tab to make sure the settings are updated.

     

     

     

     

     

     

     

  • Is KUDO compatible with all browsers?

    The short answer is yes, with all three major browsers.

    We wanted KUDO to be as much off-the-shelf solution as possible. We certainly did not want you to download plugins or executable files onto your computer to use KUDO

    KUDO relies on a technology called WebRTC (short for web real-time communications). It allows for web-based bi-directional, high-traffic communication. No plugins, no sweat. The catch is that not every browser is WebRTC-compatible. And that's why you need to be on the latest version of  Google ChromeFirefox, or Edge

    Microsoft unveils new Edge browser logo that no longer looks like ...

     

    Close all other applications apart from your browser, and keep as few tabs open as possible, for the best experience.

     

    Limitations for other browsers

    Safari 

    • Safari does not support screen sharing. Safari users can view screen-sharing streams from other participants but cannot share their own screen.

     

     

     

     

  • How do I access KUDO through a firewall?

    KUDO Firewall rules

    Quick links:

    1. Domains

    2. Ports

    3. Proxies

    4. Firewall behaviors

    5. KUDO for Microsoft Teams

    6. IP ranges

    DOMAINS

    Depending on your company's firewall or endpoint security settings, you might have to whitelist the following domains: 

    • *.kudoway.com (if your account is in the USA region)
    • *.kudoway.eu  (if your account is in the Europe region)
    • *.kudoway.ca (if your account is in the Canadian region)
    • *.tokbox.com 
    • *.opentok.com

    If your firewall doesn’t allow wildcard whitelisting or your company’s policy prevents you from doing wildcard whitelisting, you can narrow it down using specific sub-domains:

    USA region

    • https://live.kudoway.com
    • https://api.kudoway.com
    • https://session-console.kudoway.com

    Europe region

    • https://live.kudoway.eu
    • https://api.kudoway.eu
    • https://session-console.kudoway.eu

    Canada region

    • https://live.kudoway.ca
    • https://api.kudoway.ca
    • https://session-console.kudoway.ca

    PORTS

    All media (audio and video) traffic will go through STUN servers, and the recommended protocol is UDP (3478). However, if your company’s security policy is blocking UDP, our system will fallback the media traffic to TCP on SSL (443). All traffic is bi-directional.

    Required TCP port: 443

    Recommended UDP port: 3478 (UDP traffic is recommended because of its low overhead, leading to better video quality in most cases).

     

    Using KUDO with a proxy

    If the only way to access the Internet from your network is through a proxy then it must be a transparent proxy or it must be configured in the browser for HTTPS connections.

    We do not support proxies requiring authentication.

     

    Firewall behaviors

    In some cases, we have seen users experiencing issues with media (audio and video) after a short period of usage. This might be related to their firewall or endpoint security settings where stateful packet inspection or flood control will deprioritize or throttle media streams, hence reducing the quality or, in some cases, blocking the stream. In these extreme cases, we recommend you contact your company’s IT security.

     

    Microsoft Teams

    If you are using KUDO with Microsoft Teams, while all the above security considerations apply, you will need to allow or whitelist the following sub-domains and ports:

    • https://teams-bot.kudoway.com
    • https://teams-web.kudoway.com
    • TCP port: 8445
    • TCP port: 9444

     

    IP ranges

    KUDO is using dynamic IP and elastic load balancing; hence we cannot guarantee the exact IPs used for your meetings. However, we can provide you with a range. For technical and security reasons, we do change these ranges periodically. If your company is whitelisting these ranges, you can explicitly ask KUDO to add you to our mailing list to get an updated range. We do notify customers three weeks ahead of the changes.

     

    IP version support

    KUDO platforms support IPv4. The support for IPv6 will be available in Q2 2022. 

     

    IP Range

    You might have to whitelist two sections, depending on your firewall security settings and policies:

    1. Account region related
    2. KUDO Media Services

     

    Updated IP range as of March 2022

    USA Server (Mandatory if the account is in the US region)
    44.194.123.245
    54.183.2.235
    Europe Server (Mandatory if the account is in the European region)
    3.125.64.235
    34.247.171.240
    Canada Server (Mandatory if the account is in the Canadian region)
    3.97.146.187
    CHINA Server (Mandatory if the account is in the China region)
    47.52.44.158
    47.52.109.58
    KUDO Media Services (Mandatory)
    {
     "ipv4": [

    "3.123.12.128/28",
    "3.127.48.224/28",
    "3.214.145.96/27",
    "3.234.232.160/27",
    "3.234.248.80/28",
    "3.235.255.176/28",
    "3.248.234.48/28",
    "3.248.243.144/28",
    "3.248.244.96/27",
    "3.25.48.192/28",
    "3.38.113.0/24",
    "3.38.114.0/24",
    "3.38.91.128/25",
    "3.7.161.0/26",
    "3.7.161.48/28",
    "13.251.158.0/28",
    "15.228.1.16/28",
    "18.139.118.176/28",
    "18.141.165.128/27",
    "18.156.18.0/27",
    "18.157.71.112/28",
    "18.179.48.208/28",
    "18.180.159.224/27",
    "18.202.216.0/28",
    "34.218.216.144/28",
    "34.222.66.96/28",
    "34.223.51.192/27",
    "34.223.51.224/27",
    "35.158.127.224/28",
    "44.232.236.96/27",
    "44.234.90.64/28",
    "52.200.60.16/28",
    "52.213.63.176/28",
    "52.41.63.240/28",
    "52.51.63.16/28",
    "52.65.127.192/27",
    "52.66.255.192/27",
    "54.233.127.224/29",
    "54.250.250.208/28",
    "54.69.125.241/32",
    "54.89.253.64/28",
    "99.79.160.16/28",
    "99.80.88.240/28",
    "168.100.64.0/18"
    ]
    }

     

  • May I open other apps while I am listening to a conference through the KUDO app?

    Yes, you can open other apps or tabs while listening to a conference on the KUDO app. 

    Since our platform operates using the browser or an app (iOS and Android), you can check other tabs and navigate the web as you wish. 

    Please note though, that if you do not meet the internet connection or computer requirements, this will affect your end-user experience while using KUDO. 

    So in this case, you are limited only by the PC specifications and internet speed.