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Clients unable to access client portal due to firewall

  • March 6, 2026
  • 1 reply
  • 10 views
D

Hello All: 

 

Our Firm uses the client portal to send documents to clients. 

Does anyone have any work around for firewalls that block client access? 

We used to be able to use this feature pretty easily, but now we are running into a host of problems with client access. 

Thanks

    1 reply

    J
    Forum|alt.badge.img+1
    • JKibler
    • Smokeball Genius
    • March 9, 2026

    ​@dcoehins I assume you are referring to client’s networks / network settings. I have never had a problem raised regarding clients accessing communicate. When navigating to communicate.smokeball.com, it redirects to https://communicate.smokeball.com. https traffic is standard on the internet. I would check and see if client can access the webpage or just not use the app itself. If both are blocked I would have them check other https websites such as https://google.com. If they cannot access https websites at all consider recommending the below solutions starting with date and time.

    Most Common Non-Virus Causes

    • Incorrect Date & Time: This is the #1 cause. HTTPS relies on valid security certificates. If your computer's clock is wrong, it may think every certificate is expired or not yet valid, causing the browser to block the connection.
    • Firewall or Antivirus Settings: Overly aggressive security software or firewalls may block Port 443 (the standard for HTTPS) while allowing Port 80 (HTTP). Some antivirus programs try to "scan" encrypted traffic and can fail if their internal certificate is misconfigured.
    • Outdated Browser or OS: If your operating system (like Windows 7 or older) or browser is very old, it may not support the modern security protocols (TLS 1.2 or 1.3) that current HTTPS websites require.
    • Browser Extensions: Buggy or malicious extensions can specifically interfere with SSL/TLS handshakes, blocking secure sites. 

    When Could it be a Virus?

    A virus or malware could be the cause if it has: 

    • Modified Proxy Settings: Some malware redirects your traffic through a malicious proxy server that fails to handle secure connections properly.
    • Altered Hosts File: Malicious software can change your computer’s "hosts" file to redirect specific secure domains to fake or non-existent IP addresses.
    • DNS Hijacking: Malware might change your DNS settings to a server that refuses to resolve HTTPS requests. 

    Quick Fixes to Try

    1. Check your clock: Ensure your system time and date are synchronized with an internet time server.
    2. Try another browser: If HTTPS works in Firefox but not Chrome, the issue is likely a browser setting or extension.
    3. Clear SSL State: In Windows, go to Internet Options > Content tab > Clear SSL State.
    4. Restart your router: Sometimes hardware glitches can temporarily block specific ports. 
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