When installing the Lucidity Agent, you might encounter network connectivity issues. Here are the most common reasons and their solutions:
1. Firewall Restrictions
Issue: Your firewall settings may be blocking the agent's required network traffic.
Solution:
Check if the required outbound ports (typically 443) are open in your firewall
For cloud environments, review your security group settings to ensure they allow necessary traffic.
2. IP Address Allowlisting
Issue: Your security settings may be blocking the agent from communicating with our services.
Solution: Allow outbound access (over port 443) using either method below:
a. Domain-based allowlisting (default & recommended for most users)
Allow list the following domains in your firewall/security groups:
auth.lucidity.dev
dash-back.lucidity.dev
orchestrator.prod.lucidity.dev
web.lucidity.dev
Or use: *.lucidity.dev
b. IP-based allowlisting (if your environment only supports specific IP ranges)
Allow outbound HTTPS (port 443) to the following static IP range:
18.96.225.88/29
Note
If you have previously whitelisted *.lucidity.dev, your configuration will continue to work. The static IP range is for environments where domain-based allowlisting is not possible.
3. Proxy Configuration
Issue: If your network uses a proxy server, incorrect or missing proxy settings can prevent the agent from installing.
Solution:
Ensure your proxy allows outbound traffic to our service endpoints
4. DNS Resolution Issues
Issue: The system is unable to resolve Lucidity service domains (e.g., orchestrator.prod.lucidity.dev).
Solution:
Check if your VM has a working DNS configuration.
Ensure your DNS server can resolve public domains.
Try restarting the network service or using a public DNS server (e.g., 8.8.8.8 or 1.1.1.1).
Still Having Issues?
If you've verified these common causes and are still experiencing problems, please contact our support team with details of your network environment and the specific error messages you're seeing.