Troubleshooting: Connectivity issues
Last updated: April 22, 2026
Connectivity issues may affect your simulation experience. The following tips are provided to improve your connection.
Step-by-Step Guide to Troubleshooting Connectivity Issues for Second Nature Simulations
1. Check Firewall and Proxy Settings: Ensure that your firewall and proxy settings are not blocking WebSocket connections. Speak with your IT Manager if you need help whitelisting Second Nature services.
2. Update Network Drivers: Make sure your network drivers are up to date to prevent any connectivity issues. Outdated or corrupted network drivers can lead to connectivity issues, slow internet speeds, and frequent disconnections.
NOTE:
Follow these steps to update your network drivers:
a. Windows: 1. Press Win + X and select Device Manager from the menu. 2. In the Device Manager window, expand the Network adapters section. 3a. Right-click on your network adapter (e.g., Intel(R) Wireless-AC 9560) and select Update driver. 3b. Alternatively or in addition to step 3a, in the Update Drivers window, select Search automatically for updated driver software. Windows will search for the latest driver software and install it. 5. After the installation, restart your computer to apply changes.
b. macOS: 1. Navigate to System Preferences. Go to Software Update. Check for updates. 2. If any updates are available, click Update Now to install them. Restart your computer if prompted.
c. Linux: 1. Press Ctrl + Alt + T to open the terminal. 2. Run the command sudo apt-get update to refresh the package list. 3. Run the command sudo apt-get upgrade to upgrade all installed packages, including network drivers. 4. If you know a specific driver that is missing, install it. 5. After any installation, restart your computer.
3. Reboot Network Equipment: Restart your modem, router, and computer to refresh your network connection.
4. Check for Software Updates: Ensure your operating system and browser are updated to the latest versions.
5. Browser Configuration: Verify that your browser settings are not blocking WebSocket connections. Consider resetting your browser settings to default if needed.
6. Check for browser updates: A common source of issues with video feeds is out of date browsers. Check for an update.
TIP:
After performing any change to your browser, it is good practice to clear out the browser cache and cookies. Here is a guide on how to do that based on the browser you are using:
Chrome: Click the three dots in the upper-right corner. Go to More tools > Clear browsing data. Select Cookies and other site data and Cached images and files. Click Clear data.
Firefox: Click the three lines in the upper-right corner. Go to Settings > Privacy & Security. Under Cookies and Site Data, click Clear Data. Check both options and click Clear.
Edge: Click the three dots in the upper-right corner. Go to Settings > Privacy, search, and services. Under Clear browsing data, click Choose what to clear. Select Cookies and other site data and Cached images and files. Click Clear now.
Safari (Mac): Click Safari in the top menu. Go to Preferences > Privacy. Click Manage Website Data. Select Remove All.
Safari (iOS): Open Settings. Go to Safari. Tap Clear History and Website Data.
Android (Chrome): Open Chrome. Tap the three dots in the upper-right corner. Go to History > Clear browsing data. Select Cookies and site data and Cached images and files. Tap Clear data./
7. Switch Networks: Ensure you are connected to the strongest available Wi-Fi network. If possible, switch to a different network to see if the issue persists.
8. Close Bandwidth-Heavy Applications: Close any apps or programs that use a lot of bandwidth, such as video streaming services and online games.
9. Optimize Connection: Either connect your computer directly to the router using an Ethernet cable or move your computer closer to the Wi-Fi router.
10. Turn Off VPNs: Disable any VPNs unless they are required for your connection.
11. Test WebSocket Connectivity: Second Nature simulations require WebSocket connectivity. Some organizations may block WebSocket connections due to firewalls and other IT policies. Check if your network policies allow WebSocket connections by testing through a third-party provider such as WebSocket King.
12. Whitelist Second Nature: If WebSockets appear to be disabled, whitelist https://app.secondnature.ai/ at the relevant network appliance to allow WebSocket connections.
13. Contact Support: Please reach out to your IT Department or Second Nature if problems persist after completing steps 1-12.
By following these steps, you can troubleshoot and resolve connectivity issues to ensure a smooth experience with Second Nature simulations. If problems persist, don't hesitate to reach out to your IT department or Second Nature support (use the chat box at the bottom right corner of the app or emailing support@secondnature.ai) for further assistance.