Most online sessions on Bilateral Base connect easily within seconds. On the rare occasion that a call with a client fails to connect, one of the likely causes of this is that there is a firewall or antivirus software blocking the video call on one of the participants’ internet connections.
The most common time this can happen is when you/your client is connected to a corporate/medical network, which often have quite restrictive firewall settings that can block video calls.
Troubleshooting Steps #
If the session webpage loads but you/your client can’t send or receive video then try the following:
- Connect to the session using an alternative unrestricted internet connection. If the connection succeeds then it is likely a restriction on the other internet connection. Send the network configuration settings below to whoever administers the internet connection and they will be able to set permissions so that video calls for Bilateral Base are no longer blocked
- If the calls fails to connect even after you/your client have tried an unrestricted internet connection, then try connecting to the session using an incognito/private window in your web browser (see external article for how to do this).
- If you/your client have antivirus installed, temporarily disable it
- Try a different device (e.g. switch from a laptop to a smartphone)
- If you can’t resolve the issue, Contact us and we’ll help you work out what is stopping your calls connecting
Network Configuration Settings #
The platform makes use of various services and network ports to establish connections and then route data.
In most situations no changes are required to firewalls for BilateralBase to work.
However, in some circumstances, creating some rules for our services can lead to faster & more stable video connections.
STUN & TURN Servers #
The WebRTC standard makes use of STUN and TURN servers to find the most efficient route from one user’s device to the other user’s device to send the video and audio data. Allowing access to these servers ensures that the best path can always be found.
IP Ranges #
- 184.108.40.206 – 220.127.116.11
- 18.104.22.168 – 22.214.171.124
- 126.96.36.199 – 188.8.131.52
- 184.108.40.206 – 220.127.116.11
The following ports should be opened for each of the IP ranges above
- 443, 3478 (TCP and UDP)
- 5349 TCP
- 10,000-60,000 UDP