If users on board are unable to access myBruusgaard and see errors such as ERR_CONNECTION_TIMED_OUT or ERR_NAME_NOT_RESOLVED, the cause is almost always network restrictions on the vessel rather than a problem with the portal itself. This article is aimed at fleet IT and vessel IT, but masters and administrators can also use it to identify the right people to involve.
Network requirements
For myBruusgaard to work correctly, the following domains must be reachable from the vessel's network:
my.bruusgaard.no (the portal itself)
wlmtmazbyvukafaaxaym.supabase.co (the backend that handles authentication, course content, and images)
For users to receive invitations and password reset emails, your mail system must also accept messages from:
Common error messages
ERR_CONNECTION_TIMED_OUT
ERR_CONNECTION_TIMED_OUT
The browser reached out to the server but did not receive a response within the allowed time. This usually means a firewall, proxy, or content filter is silently dropping the connection between the vessel and our servers.
ERR_NAME_NOT_RESOLVED
ERR_NAME_NOT_RESOLVED
The browser cannot translate the domain name into an IP address. This typically points to a DNS issue, often caused by a restrictive DNS server or filtering policy on the vessel network.
Why this happens on vessels
Many vessels operate behind maritime communication systems such as Dualog, or use proxy and firewall solutions provided by the shipping company's IT department. These systems are designed to filter and prioritize traffic, and they may block domains that have not been explicitly approved.
Common scenarios:
The vessel's connection profile only allows traffic to a fixed set of approved domains
A proxy is intercepting and blocking HTTPS requests to my.bruusgaard.no
DNS resolution is restricted, blocking the domain lookup
Bandwidth-saving rules are dropping requests for non-essential traffic
Temporary workarounds
While IT is working on a permanent fix, users can try alternative networks where available:
Mobile data from a personal device or hotspot, when within mobile coverage
Shore-based Wi-Fi when the vessel is in port
Crew or guest network on board, if it bypasses the vessel's primary firewall
Who to involve
A permanent fix requires updating the vessel's network configuration. The right people in your organization are typically:
Fleet IT manages company-wide network policies, firewall rules, and connectivity providers such as Dualog. They can authorize the domains listed above.
Vessel IT or the onboard officer responsible for IT handles vessel-specific network setup and may be able to apply local rules.
If you are unsure who to contact, start with your shipping company's IT helpdesk and reference this article.
Still need help?
If your IT department has approved the domains above and users are still unable to access the portal, contact us by email at [email protected]. Please include the error message you see, the vessel's IMO number, and the name of the connectivity provider (for example, Dualog).