If you're having issues completing our labs, this could be due to system or WebSocket requirements. This guide contains the following sections, to help you troubleshoot the problem:
System requirements
To ensure connectivity to all our labs please see our System Requirements Guide. This guide contains details on supported browsers, domains which should be allowlisted, and the protocols and ports which require enabling.
Maintenance Mode
To create realistic labs, we often incorporate and rely on third party technologies. When these services experience downtime, or an update prevents the lab from being completed, we may need to put a lab into maintenance until full functionality is restored.
Maintenance is always expected to be temporary and brought back online as soon as possible, but due to dependencies on third parties, we can’t always predict or communicate when it will be resolved.
Because maintenance is temporary, Labs in maintenance cannot be started, but their completion is still required in order to complete any collections or assignments that rely on the lab.
If you have previously completed a lab that’s now in maintenance, you will still have the completion and points awarded for it.
WebSockets
Overview
WebSockets are an advanced technology that makes it possible to open a two-way interactive communication session between the user's browser and a server.
WebSockets requirements
Labs need your browser to use WebSockets technology. If WebSockets aren't working properly, you are likely to encounter an error and be redirected out of the lab with a message about the error.
To guarantee the best performance and compatibility, we recommend checking that WebSockets are working properly on your device.
Check that WebSockets are supported on your device
Follow these steps:
1. Visit the link below to check if you can connect to our server via WebSockets
Immersive Labs - WebSockets Test
2. If all the checks pass in the above test that means you can successfully establish a WebSockets connection with our server. If this is not the case, follow the steps in the instructions below.
Lab WebSockets errors
Your network may be blocking WebSocket requests
If you try to start a lab but you are redirected out with the message 'your network may be blocking WebSocket requests', try the steps outlined below. After each step, check whether the issue is resolved.
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If you have not already, check whether WebSockets are supported on your device, following the steps outlined here: check that WebSockets are supported on your device.
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Confirm that you’re using a supported browser. You can find a list of our supported browsers in our system requirements guide. If you're not using one of these, try completing the lab on one of those, and then check that WebSockets is working (step 1).
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Check if you have proxy servers or firewalls that blocks WebSockets access. You might need your system administrator’s or internal IT support's help.
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For more detail please consult the WebSocket and domain information in our System Requirements Guide.
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Try disabling any active browser extensions. These can interfere with WebSockets connections. How to disable browser extensions varies by browser: in chrome, select the three vertical dots in the right corner, then select 'more tools', and then 'extensions'.
If you've followed these steps and are still having issues, please contact us. Include as much detail as possible regarding the issue, including screenshots or a video. This will enable our team to diagnose the problem quickly, and allow you to get back to completing the labs.
Your WebSocket connection has disconnected
If you are completing a lab but are redirected out of the lab with the message 'your WebSocket connection has disconnected', try the steps outlined below. After each step, check whether the issue is resolved.
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Check internet connectivity. Check your device is connected to the internet and your connection is stable.
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Hard refresh your browser. In most browsers on Windows and macOS, you can hold down the Shift key on your keyboard and click on the reload icon on your browser’s toolbar.
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Clear the cache and cookies. Log out of the platform, clear your web browser's cache and cookies – these may contain outdated information that causes issues with the WebSockets connection. Once you have cleared these, try logging back in, to see if the issue is resolved.
If you've followed these steps and are still having issues, please contact us. Include as much detail as possible regarding the issue, including screenshots or a video. This will enable our team to diagnose the problem quickly, and allow you to get back to completing the labs.