If students keep losing audio or can't connect during Third Space Learning sessions, your school district's web filtering or firewall settings are a likely cause.
Third Space Learning uses secure web connections and WebRTC audio to connect students to the virtual classroom. A filter, firewall or HTTPS inspection service can block that traffic even when our website loads normally. The site working is not evidence the classroom will.
How do I know if our web filter is causing the problem?
Start with the standard device and audio checks.
These issues usually point to the web filter:
audio fails to connect, or drops during sessions
the student has already allowed microphone permission in the browser but still can't connect to classroom audio
several student devices on the school network hit the same problem
the problem continues after your IT team has finished the standard Third Space Learning IT setup
What does our IT team need to check?
Work through the setup article below. It holds the current list of domains, IP ranges and ports, so use it as the source rather than copying addresses from this page.
It covers:
allowing the required Third Space Learning and classroom destinations
allowing the required TCP and UDP traffic through your firewall
disabling HTTPS decryption or SSL inspection for the destinations listed
allowing WebSockets through your proxy or web filter
You don't need to turn your filtering off. Your IT administrator creates exceptions for Third Space Learning using those requirements.
Every provider names the setting differently. Depending on the system your school runs [ADD: the 3–4 filtering products that actually come up most in US support tickets], you may be looking for an allowlist or URL allow rule, a web-filter exception, an SSL or TLS inspection exclusion, an HTTPS decryption bypass, or a firewall or application rule. Admin interfaces change, so check your provider's current documentation for where those settings live now.
Test the setup after making changes
Run the Third Space Learning technical checks again from a student device, on the same school network students will use for their sessions.
A website loading successfully doesn't confirm that classroom audio and the other required services can connect, which is why the check has to run from the student's device and network rather than from an admin machine.
If the checks pass, students are ready to run their sessions.
Still having problems?
If the IT setup is done and students still hit connection or audio problems, contact the Third Space Learning team. Tell us:
which students or devices are affected
whether it's one device or several
the browser and device type
the web filtering or firewall system your school uses
whether the problem happens during the technical check, when joining the classroom, or mid-session
Looking for more support?
Need to contact the team?
💬 Live Chat us in the bottom right corner
📞 (929) 298-4593