Hipchat server to DMZ- external devices connect but after log in IM never loads

[Jorge Taya]

Hi Team,

We are having issues making our HipChat accessible from external connections. We can connect to our server and it even prompts for a log in, but after credentials are inserted it take forever to load and then it doesn't work.

Internally works from everywhere. The problem is externally from phones and laptops using either the client or the web URL. As I mentioned, we can get to it, log in, even navigate between users and groups but when we want to launch the messaging app in the web interface it hangs forever.  Is there  an IP that it needs to talk to or different ports that need to be open and which direction ? i have seen something about chat-hipchat.com ? even though we have our own server do we need to connect to chat-hipchat.com ?

[wdehaan]

Hi Jorge,

The clients connect on port 443 but tunnel XMPP, which means they try to hold connections open for a while. Please check the logs of whatever is forwarding web connections to HipChat Server to see if there are resets or kills.