Article verified for Release 14.1 on February 5, 2025.
This article explains how to troubleshoot issues related to WebRTC during the equipment check process.
Possible Causes of WebRTC Issues
- Network Configuration
- Blocked Ports: The necessary ports (3478/tcp, 3478/udp, 49152-65535/udp) may be blocked by your network’s firewall or router.
- Strict NAT Settings: Network Address Translation (NAT) configurations may prevent peer-to-peer connections.
- Use of VPN or Proxy: VPNs or proxy services can interfere with WebRTC’s ability to establish a stable connection.
- Firewall or Security Software
- Firewall Settings: A firewall could prevent WebRTC from working by blocking necessary ports or protocols.
- Antivirus Programs: Certain antivirus software can mistakenly identify WebRTC traffic as unsafe and block it.
- Internet Connection
- Unstable Connection: A slow or unstable internet connection might not provide the required bandwidth for WebRTC.
- Shared Connections: Multiple devices using the same network may cause bandwidth shortages, leading to performance issues.
- Device and Software Configuration
- Old Browser Versions: Outdated browsers may lack support for newer WebRTC features.
- Device Resource Limitations: Low system resources on the device (CPU, RAM) can lead to performance issues with WebRTC.
- Incompatible Devices
- Outdated Operating Systems: Older OS versions may not fully support WebRTC.
Solutions to Address WebRTC Issues
- Network Configuration
- Unblock Required Ports: Ensure that the following ports are open:
- 3478/tcp
- 3478/udp
- 49152-65535/udp
- Disable VPN or Proxy: Temporarily disable any VPN or proxy services to see if this resolves the issue.
- NAT Traversal: Enable NAT Traversal settings on your router to improve connection stability.
- Unblock Required Ports: Ensure that the following ports are open:
- Firewall and Security Setting
- Firewall Configuration: Temporarily disable or adjust firewall settings to ensure WebRTC is allowed. If using Windows, follow the specific instructions here.
- Antivirus Configuration: Disable antivirus software temporarily to see if it interferes with WebRTC traffic.
- Internet Connection
- Check Internet Speed: Ensure your internet speed meets the minimum requirements (256 kbps).
- Switch Networks: If possible, try switching to a different internet connection or directly connect via ethernet cable for more stability.
- Update Software
- Update Browser: Ensure your browser is up-to-date to support the latest WebRTC functionalities. Chrome, Firefox, and Edge are all WebRTC-compatible.
- Check Device Performance: Close unnecessary apps or tabs that might be consuming device resources.
- Device Compatibility
- Update Device OS: If using an older operating system, update it to the latest version to ensure compatibility with WebRTC.
- Use Desktop: If problems persist on mobile devices, try using a desktop or laptop for a more reliable connection.
Tests to Verify WebRTC Functionality
- Run the WebRTC Test
- Visit the WebRTC Test.
- Click on the “Start Test” button to diagnose the connection. If everything is working correctly, all items should appear green.
- Port Availability Check
- Use a network tool to check if the required ports (3478/tcp, 3478/udp, 49152-65535/udp) are open and accessible.
- Speed Test
- Perform an internet speed test to ensure your connection meets the required minimum bandwidth (256 kbps for both upload and download).
- VPN and Firewall Test
- Disable VPN and rerun the WebRTC test to check if the VPN was causing the issue.
- Disable Firewall temporarily and run the WebRTC test to see if the firewall is blocking connections.
- Browser Test
- Open WebRTC on a different browser (e.g., Chrome, Firefox) to check if the issue is browser-related.
- Switch Networks
- Connect your device to a different network (e.g., mobile hotspot) and rerun the WebRTC test to determine if the issue is network-specific.
