--- title: Our IT team has connected the Device, but it still does not synchronize. What should they check? description: If OPTOVERA is connected but will not sync, verify outbound endpoints, DNS, accurate time and return traffic allowed by the firewall configuration. --- [Skip to content](https://knowledge.sobereye.com/en/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-#main-content) - [English](https://knowledge.sobereye.com/en/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-) English Show submenu for translations ![](https://knowledge.sobereye.com/hs-fs/hubfs/00%20MKT%20material/Logo_blu_optovera.png?width=904&height=186&name=Logo_blu_optovera.png) - Home - Products - Pricing - Blog - Company Open main navigation Close main navigation - Home - Products - Pricing - Blog - Company - - [English](https://knowledge.sobereye.com/en/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-troubleshooting-q7-nuestro-equipo-de-ti-conecto-el-dispositivo-pero-sigue-) English Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Optovera Knowledge base (en)](https://knowledge.sobereye.com/en?hsLang=en) 2. [Troubleshooting Guide](https://knowledge.sobereye.com/en/troubleshooting-guide?hsLang=en) # Our IT team has connected the Device, but it still does not synchronize. What should they check? ## Verify approved outbound services, DNS, accurate time, and permitted return traffic. The Device needs outbound internet access only. All connections are initiated by the Device. No inbound firewall rule, port forwarding, VPN, or public IP address is required, but return traffic for Device-initiated connections must be permitted. Ask your IT team to confirm that: - the Wi-Fi network or VLAN used by the Devices allows the required outbound destinations and ports, including the OPTOVERA services on TCP 443, Apple Push Notification service on TCP 5223 (TCP 443 as fallback), certificate-validation services on TCP 80 and 443, the Apple time service on UDP 123, and the Mobile Device Management (MDM) service; - public DNS resolution is permitted for all listed destinations; - firewall rules are based on fully qualified domain names, including wildcard domains; - persistent outbound connections on TCP 5223 are permitted; - no HTTPS interception, SSL inspection, TLS decryption, certificate substitution, or proxy authentication is applied to these destinations, because inspected encrypted connections may be rejected; - the Device has accurate date and time and sufficient signal quality at the testing location. The complete list of destinations is in the *OPTOVERA Managed Device Firewall Requirements* (July 2026), available to Customer IT teams on request. The endpoints are the same for every deployment. If the network configuration is confirmed and the Device still does not synchronize, contact OPTOVERA support. \--- - [Getting Started](https://knowledge.sobereye.com/en/getting-started?hsLang=en) - [Running a Test](https://knowledge.sobereye.com/en/running-a-test?hsLang=en) - [Understanding Results](https://knowledge.sobereye.com/en/understanding-results?hsLang=en) - [Security and IT Requirements](https://knowledge.sobereye.com/en/security-and-it-requirements?hsLang=en) - [Users, Enrollment, and Baseline](https://knowledge.sobereye.com/en/users-enrollment-and-baseline?hsLang=en) - [Device, Software, and Connectivity](https://knowledge.sobereye.com/en/device-software-and-connectivity?hsLang=en) - [Platform Administration](https://knowledge.sobereye.com/en/platform-administration?hsLang=en) - [Safety, Privacy, and Compliance](https://knowledge.sobereye.com/en/safety-privacy-and-compliance?hsLang=en) - [Deployment and Operations](https://knowledge.sobereye.com/en/deployment-and-operations?hsLang=en) - [Troubleshooting Guide](https://knowledge.sobereye.com/en/troubleshooting-guide?hsLang=en) - Home - Products - Pricing - Blog - Company [![sobereye-dark](https://knowledge.sobereye.com/hs-fs/hubfs/sobereye-dark.png?width=300&height=73&name=sobereye-dark.png "sobereye-dark")](https://www.sobereye.com) SOBEREYE INC. 655 Oak Grove Ave. #863 Menlo Park, CA 94025 Tel: +1 408.718.0273 [mailto:contact@sobereye.com](mailto:contact@sobereye.com) Copyright © 2025, sobereye.com