Overview

If end users in your org are on a public network that likely has restrictive policy rules (e.g., an aiport) and they are losing connectivity.

Symptoms

• The network connection fails to connect entirely, drops mid-session, or has degraded quality.
• Web apps may not load.
• Video or audio calls may cut out.

Potential Root Cause

• Restrictive network policy rules that block regularly used ports and protocols (e.g., UDP is blocked).

Resolution Steps

1. In the CSE desktop app, navigate from Settings > Preferences, and toggle on Enable Service Tunnel over TCP.

The Enable Service Tunnel over TCP setting uses port 443, and performance while using the tunnel will be reduced to 30% (e.g., 329-345 MBits/sec using the tunnel; without using the tunnel, 1.15Gbits/sec). When enabled, this setting stays enabled indefinitely until toggled off again.

This feature requires at minimum Netagent version 2.9.

Tip for admins: In desktop app v4.3.0+, you can pre-enable this setting at install time by passing ST_OVER_443=true to the Zero Touch installer on Windows. This is useful in restricted environments (schools, government, financial services) where non-standard ports are blocked, so end users do not have to flip the toggle themselves.