Troubleshooting Network Related Issues

AI agents not loading or connecting on your corporate network

If a Patsnap AI agent takes a long time to load, appears to remain stuck loading, or cannot establish a connection, your organization's network or firewall settings may be preventing the AI agent from connecting to the required Patsnap services.

Use the steps below to determine whether the issue is related to your corporate network and identify which Patsnap domains your IT team may need to whitelist.

Check whether the issue is network-related

First, test the affected AI agent using a connection that does not use your organization's corporate network.

1. Open the affected AI agent directly on a mobile phone using the phone's mobile data connection.
2. On your computer, disconnect from your corporate network and connect to a mobile hotspot.
3. Open the AI agent again and check whether it loads normally.

If the AI agent works normally on mobile data or a mobile hotspot but does not work on your corporate network, this strongly indicates that your organization's network or security configuration is affecting the connection.

Ask your IT team to whitelist the Patsnap search service

If the AI agent works when using mobile data or a mobile hotspot but does not work on your corporate network, ask your IT team to check whether your organization's firewall, proxy, or security software is blocking Server-Sent Events (SSE) connections.

Your IT team should first whitelist the following Patsnap search service:

search-service.patsnap.com

Your IT team should use this exact hostname as a destination entry in your organization's firewall, proxy, or web-filter domain allowlist.

After this domain has been whitelisted, reconnect to your corporate network and test the affected AI agent again.

• Explain that the AI agent works when you use mobile data or a mobile hotspot but does not work correctly on the corporate network.

Ask your IT team to:

• Check whether Server-Sent Events (SSE) connections are being blocked or interrupted.
• Whitelist search-service.patsnap.com in the relevant firewall, proxy, or web-filter domain allowlist.
• Use the exact hostname when configuring the allowlist entry.
• Confirm that the affected AI agent loads correctly after the change.

If the AI agent still does not connect

If whitelisting search-service.patsnap.com does not resolve the issue, ask your IT team to review and whitelist the additional Patsnap domains below.

Whitelisting Patsnap domains has helped resolve connection issues where broader network restrictions were preventing access to Patsnap services.

Your IT team should use the exact hostnames listed below as destination entries in your organization's firewall, proxy, or web-filter domain allowlist.

• The following is the consolidated list of Patsnap domains that your IT team may need to whitelist:
  • a-static.patsnap.com
  • academy-service.patsnap.com
  • account-service.patsnap.com
  • account.patsnap.com
  • admin-service.patsnap.com
  • admin.patsnap.com
  • analytics.patsnap.com
  • backoffice-service.patsnap.com
  • backoffice.patsnap.com
  • basic-service.patsnap.com
  • bio-gateway.patsnap.com
  • bio-static.patsnap.com
  • bio.patsnap.com
  • chemical-marvin-gateway.patsnap.com
  • chemical-service-gateway.patsnap.com
  • chemical-static.patsnap.com
  • chemical.patsnap.com
  • cms.patsnap.com
  • connect.patsnap.com
  • dashboard-service.patsnap.com
  • dashboard.patsnap.com
  • data-abstract-image-thumbnail.patsnap.com
  • data-abstract-image.patsnap.com
  • data-cv-image.patsnap.com
  • data-filewrapper.patsnap.com
  • data-fulltext-image-thumbnail.patsnap.com
  • data-fulltext-image.patsnap.com
  • data-npd-attachment.patsnap.com
  • data-patent-comm-std.patsnap.com
  • data-patent-litigation.patsnap.com
  • data-patent-reexam.patsnap.com
  • data-pdf-page-thumbnail.patsnap.com
  • data-pdf-page.patsnap.com
  • data-pdf.patsnap.com
  • data-phs-attachment.patsnap.com
  • disclosure-service.patsnap.com
  • discovery.patsnap.com
  • eureka-insights.patsnap.com
  • eureka-service.patsnap.com
  • eureka.patsnap.com
  • explorer-cas-backend.patsnap.com
  • explorer-cas.patsnap.com
  • filewrapper.cdn.patsnap.com
  • help-api.patsnap.com
  • help.patsnap.com
  • home-service.patsnap.com
  • home.patsnap.com
  • imagefulltext.cdn.patsnap.com
  • imagefulltext240.cdn.patsnap.com
  • insights-service.patsnap.com
  • insights.patsnap.com
  • insights.static.patsnap.com
  • lab-service.patsnap.com
  • lab.patsnap.com
  • landscape-service.patsnap.com
  • marketplace-service.patsnap.com
  • message-service.patsnap.com
  • micro.patsnap.com
  • open-service.patsnap.com
  • open.patsnap.com
  • openapi-embed-service.patsnap.com
  • paper-service.patsnap.com
  • passport.patsnap.com
  • patent-litigation.cdn.patsnap.com
  • patent-reexam.cdn.patsnap.com
  • pdf.cdn.patsnap.com
  • plg-service.patsnap.com
  • search-service.patsnap.com
  • seg-api.patsnap.io
  • seg.patsnap.io
  • static-common.patsnap.com
  • static-core-i18n.static.patsnap.com
  • static-eureka.patsnap.com
  • superset.patsnap.com
  • synapse-static.patsnap.com
  • synapse.patsnap.com
  • telecom.patsnap.com
  • tool-service.patsnap.com
  • workspace-service.patsnap.com
  • workspace.patsnap.com
  • www.patsnap.com

This is a consolidated Patsnap domain allowlist covering multiple products and services. Not every domain is necessarily used by every AI agent. Your organization's IT team should determine which entries need to be allowed based on its network configuration and the Patsnap products and AI agents your organization uses.

Once the relevant domains have been whitelisted, reconnect to your corporate network, reopen the affected AI agent, and check whether the connection issue has been resolved.

Key Takeaways

• If a Patsnap AI agent works on mobile data or a mobile hotspot but not on your corporate network, the issue is likely related to your organization's network configuration.
• Ask your IT team to check whether Server-Sent Events (SSE) connections are being blocked.
• Ask your IT team to whitelist search-service.patsnap.com first and then test the affected AI agent again.
• If the issue continues, ask your IT team to review the complete approved Patsnap domain allowlist provided above.
• Use the exact hostnames as destination entries in your organization's firewall, proxy, or web-filter domain allowlist.

Still having trouble?

If the affected AI agent still does not load after your IT team has reviewed the network configuration and whitelisted the relevant Patsnap domains, contact Patsnap Support.

When contacting Support, include the troubleshooting steps you have already completed, identify which AI agent is affected, and confirm whether it works when using mobile data or a mobile hotspot.