How to troubleshoot issues with SnapCall

In this article, you will find troubleshooting steps for resolving some of the most common problems we see with SnapCall client applications. Please continue reading for possible solutions to your issues.

Notice: Prior to going live with a SnapCall Client application, we recommend going through the following checklist:
  · Open network ports in your router/firewall / antivirus software. For full details, please see All About SnapCall IP Addresses.
  · If your router supports QoS, prioritize the ports mentioned above, or the IP address of the computer(s) making client calls.
  · Visit https://test.webrtc.org/, and place a test call. Verify two-way audio. If desired, run a bandwidth test to determine client call capacity for your network.


For more help rolling out a Client application, please see What are Twilio Client's Deployment Best Practices.

SnapCall Client cannot establish a call

  • Check open network ports in your router/firewall/antivirus software
  • Confirm a network connection is currently available
  • Review the javascript console for application errors

No audio or one-way audio

  • Check open network ports in your router/firewall/antivirus software
  • Confirm the hardware is correctly attached and ensure the correct microphone and speakers are selected in software settings
  • Check to ensure the microphone is not muted (some have a hardware mute button) and the speaker volume is turned up

Call audio cutting out or stops transmitting

  • SnapCall Client requires a high speed and low latency network connection. Benchmark the network by testing your throughput and ping at speedtest.net and aim to improve the scores.
  • Enable router QoS or prioritize traffic for SnapCall Client
  • Reduce network activity not related to VoIP or use a separate network for VoIP workstations

Call audio is garbled or contains artifacts

  • Use a headset instead of built-in computer microphone
  • Reduce ambient noise such as nearby speakers or fans
  • Adjust the distance of the microphone from the mouth - too close can cause audio clipping
  • Adjust microphone levels in the computer’s sound settings
  • Ensure computer has resources available to process a call
  • CPU and RAM are not over-utilized
  • Close unneeded applications and browser tabs
  • Try disabling antivirus software

 

How do I start with SnapCall?

SnapCall provides you an opportunity to try our technology entirely free for 14 days. Create an account and start your free trial. In case you need any assistance, reach out to our team via support@snapcall.io.