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Firewall & Whitelisting Issues

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Vision6
  • Updated

Last updated
20210318
Article type
Best practice / Theory / Information
Applies to
Starter, Business, Pro-Marketer
Special contents
n/a

Details

If your organisation uses a proxy, firewall, VPN, or has other network security in place, it's possible that some pages of our product may be blocked or not function properly. This can mean that you may see a white page, blocked images or endless loading - instead of the content you're expecting.

Furthermore, emails you send to your company domain (whether test emails, or real sends) may not get through. 

Email Was Not Received / Email Was Delayed / Test Email Not Coming Through

Thankfully, many IT teams that have implemented network security also have provisions for whitelisting. If you’ve run into issues related to network security restrictions, then you'll need to work with your IT and/or security team to whitelist our platform. Whitelisting requirements for our system are fairly straight forward and you can easily test on your end whether or not you need to get your IT team involved.

 

Emails Not Coming Through

Ask Your IT Team

Here is a template for an email you can send to your IT Team, to ask them to whitelist our platform's IP addresses so that you can use it properly...

Hi there,

We are using a new email marketing system and I'm trying to some emails to internal email address [insert email domain here]. The emails aren't being delivered, and I've tried some basic troubleshooting but with no luck.

I sent the email at approximately [date] and [time]. Below is some information from their support which they asked me to pass onto you. Can you please take a look and see if there is anything preventing these emails from being delivered?

The IP address ranges which the email marketing system uses for sending:
[refer to our System IP Address article]

 

Product Not Loading Correctly

Testing Javascript

We use JavaScript to load content into your browser - so if parts of our product aren't opening or loading as expected, our first recommendation is to try and directly load the JavaScript files in your browser by clicking the below links:

When you click these links, you should receive a page with lots of letters and numbers, this is the right outcome, you can close the tab.

If the pages do not load, or you have an error on the page, it is likely an Antivirus, firewall or proxy blocking the files. Feel free to pass the following information on to your IT team so that they can whitelist our platform and you can continue building your email campaigns.

 

Ask Your IT Team

Here is a template for an email you can send to your IT Team, to ask them to whitelist our platform so that you can use it properly...

Hi, we use Vision6 to create and send email campaigns to our customers and recently, we've been having trouble accessing some of the content on their service. 

It looks as though it could be being blocked by our own security infrastructure and the provider has suggested that we get in touch with IT to have their domain whitelisted. 

Specifically, the domains to whitelist are:

This is the CDN address where the files for their product is hosted. If you need any further information from the email provider, let me know and I can put you in touch with them directly.

Thank you.

 

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