External healthcare providers and organisations, including Residential Aged Care Facilities (RACFs), General Practitioners (GPs) and Department of Education (schools), often participate in myVirtualCare consultations to support patients and consumers. Organisations that handle sensitive data and require strict network access often use a firewall (network security device) that may block audio and video content.
How to identify a firewall issue
The most common indication of a firewall issue is if the external provider's audio or video is not working when the consultation starts. After the NSW Health staff member has connected the external provider into the consultation, their name and role will appear in the top bar (see below), but they will not be able to hear or see anyone in the consultation and the host will not be able to see or hear them.
How to fix a firewall issue
Firewall issues have to be fixed by the external provider or organisation trying to join the consultation.
To assist with resolving this issue, NSW Health staff can provide the organisation or their IT team with the below information and request that they 'whitelist' myVirtualCare. This should resolve the firewall issue.
whitelist: https://myvirtualcare.health.nsw.gov.au/*
Direction | Purpose | Protocol | Src | Dest | SRC IP Address |
Webrtc to conference proxy | 80 to 443 | TCP | <any> | 80 | Local Site |
Web browser to RTC portal | TCP | <any> | 443 | Local Site | |
Media traffic to conference proxy | RTP/RTCP/RTMP | TCP | <any> | 40000-49999 | Local Site |
RTP/RTCP | UDP | <any> | 40000-49999 | Local Site | |
| DST IP Address | |||||
| |||||