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Steplab hostnames for your IT team to allowlist / whitelist

If you're experiencing issues loading Steplab content like images or videos on your school network, a firewall is the likely cause. Your IT team will need to allowlist the domains below for Steplab to function.

Allowlisting Steplab for your IT Department

1. Steplab Platform Hostnames

To allow access to the main platform, please allowlist the following wildcard domain:

  • *.steplab.co

If your network requires specific URLs instead of wildcards, use these:

  • steplab.co

  • app.steplab.co

  • aus.steplab.co

  • stream.steplab.co

  • stream.aus.steplab.co

  • stuff.steplab.co

  • stuff.aus.steplab.co

  • support.steplab.co (Our help centre)

2. Video Hostnames

To ensure all coaching and training videos load properly, the following video delivery domains must be unblocked.

Steplab Content & Cloudflare:

  • steplabcontent.com

  • cloudflare.com and *.cloudflare.com

  • videodelivery.net and *.videodelivery.net

  • cloudflarestream.com and *.cloudflarestream.com

Vimeo:

  • vimeo.com and *.vimeo.com

  • vimeocdn.com and *.vimeocdn.com

  • player.vimeo.com

3. Live Chat & Help Centre Hostnames (Intercom)

Our live chat and help centre run on Intercom, using Intercom's EU region. To make sure they load, and that the help centre recognises who you are, please allowlist the following domains:

  • *.intercom.io

  • *.eu.intercom.io

  • *.eu.intercom.com

  • *.intercom-messenger.com

  • *.intercomcdn.com

  • *.intercomcdn.eu

  • *.intercomassets.com

  • *.intercomassets.eu

  • *.intercomusercontent.com

  • *.intercom-attachments.eu

  • intercom.help and *.eu.intercom.help

  • *.intercomhelpcenter.com (support.steplab.co points here)

  • intercom-sheets.com

  • www.intercom-reporting.com

Some filters don't match deeper subdomains with a single wildcard, which is why both *.intercom.io and *.eu.intercom.io are listed.

Please also exclude these domains from HTTPS (SSL) inspection, not just allowlist them. Intercom checks that its scripts haven't been altered before it runs them, and live chat needs a WebSocket connection. Filters that inspect HTTPS traffic can interfere with both, even when the domains are allowed.

Read more about Intercom's content security policy guidelines.

4. Email Addresses & Sending Domains

To make sure your staff receives platform notifications and replies from our support team, we highly recommend allowlisting our email addresses and mailing domains.

Please allowlist these email domains (wildcard):

  • *@steplab.co (Covers standard platform and staff emails)

  • *@steplab.intercom-mail.eu (Covers support replies sent via our helpdesk)

If your system requires specific email addresses:

For strict email filters, IT may also need to allowlist our sending servers:

  • steplab.intercom-mail.eu

  • rp.steplab.intercom-mail.eu

Error parsing server response message

If you're getting an error message that says 'Error parsing server response', its often caused by school firewall issues, typically 'Smoothwall'. Asking your IT team to unblock the domains above should resolve the problem.

'Unable to verify if we have successfully logged you in' message

You'll see this message when Steplab can't confirm that you've been signed in to our help centre. You can still read our public articles, but articles meant for your school may be hidden.

If your IT team has already allowlisted the domains above, these steps help narrow down the cause:

  1. Wait about 15 seconds on the message, then click Go to support. On a slow connection, the sign-in can finish after the message appears.

  2. Try a different browser, or a private (incognito) window with extensions turned off. Ad blockers and privacy extensions often block Intercom.

  3. Try the same device on a different network, such as a phone hotspot. If it works there, something on the school network is still blocking or inspecting Intercom.

  4. Changes to web filters can take a few minutes to apply, so try again after 5 to 10 minutes.

For IT teams: the help centre sign-in depends on widget.intercom.io, js.intercomcdn.com and api-iam.eu.intercom.io. The quickest way to find what's being blocked is to check your filter's logs for these while a user opens Support from inside Steplab.

If the message still appears, email us at [email protected] with the browser and device you're using, and whether the device is managed by your school.

Need further information?

If your IT department requires more specific technical details, just let us know! We have additional documentation we can provide upon request.

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