What should I do when my course says “Unable to Connect”?
If you see an “Unable to Connect” message while taking a course, it means SonoSim can’t connect to the server. When this happens, your course content won’t load, and your progress can’t be tracked.
In most cases, this is due to a lost WebSocket connection, which we use to track your progress in real time. This can happen because of a weak internet connection, an outdated browser, ad blockers and other browser extensions, or strict network/firewall settings.
Here’s how to troubleshoot the issue:
1. Check Your Internet Connection
We recommend a download speed of 10 Mbps or higher for the best experience.
You can check your speed by visiting fast.com.
If your speed is low, try the following:
Move closer to your Wi-Fi router.
Use a wired Ethernet connection.
Switch to a faster network if available.
2. Update Your Browser
Outdated browsers can sometimes cause connection problems. Check your browser settings for updates and install any that are available.
3. Disable Ad Blockers and Similar Browser Extensions
Some browser extensions—especially ad blockers—can block WebSocket connections.
Try temporarily disabling these extensions and reloading the course to see if the problem resolves.
4. You May Be on a Restricted Network
Some institutions—such as hospitals, universities, or other organizations—use strict firewall and security settings that can block WebSocket connections.
If you’re on such a network, share the following information with your IT department so they can ensure SonoSim traffic, including WebSocket connections, is allowed through the network:
Network Access & Whitelisting
All traffic uses HTTPS over port 443.
We recommend allowing wildcard access to:
*.sonosim.com*.auth0.com(authentication & identity provider)*.thoughtindustries.com(LMS provider)
If your IT team needs a full list of specific subdomains instead of wildcards, they can contact us at support@sonosim.com.
Still Have Questions?
Read Related Articles
- I'm having issues installing the SonoSim software.
- I'm seeing a “Probe Not Connected” Error – But My Probe Is Plugged In. What Should I Do?
- I'm seeing the error message “Data initialization could not be completed.” What should I do?
- Why am I seeing a blue screen instead of an ultrasound scan in the SonoSimulator?
Contact Support
Send us an email: support@sonosim.com
Give us a call: 855-873-7666
Schedule a Support Session