This is a guide to troubleshoot the most common technical issues.

Connection issues and chat returning errors

Ensure that your firewall allows access to the Be My Eyes domains on port 443:

https://*.bemyeyes.com
https://bemyeyes.com
https://bemyeyes-chat-images-prod.s3.amazonaws.com

Video Calls

Video calls are only available to users with a Be My Eyes Workplace account.

For Workplace video calls, Be My Eyes uses Twilio Video. In addition to the Be My Eyes hosts above, allow Twilio Video traffic as described in Twilio’s official firewall guide:

Twilio Video Firewall and Network Configuration

Common Twilio requirements include:

• sdk.twilio.com over HTTPS/TCP 443
• *.vss.twilio.com over WSS/TCP 443
• sdkgw.us1.twilio.com over WSS/TCP 443
• *.stun.twilio.com over UDP 3478
• *.turn.twilio.com over UDP 3478 and TLS/TCP 443
• Twilio media server IP ranges over UDP 10000-60000 for best call quality

Proxy and TLS Inspection

If your organization uses SSL/TLS inspection, web filtering, or a restrictive proxy, please exempt Be My Eyes, Amazon S3 upload endpoints, and Twilio Video hosts from inspection where possible. Intercepting or rewriting these connections can prevent uploads, WebSocket connections, or WebRTC calls from working correctly.