In this article, we will look at some of the reasons you or your client may not be able to connect to a call plus a few troubleshooting tips.
Last Updated: April 2022
Some useful Coviu tools to help you troubleshoot issues:
On this page:
This article will be of help if you or your client have:
- Attempted to join a call and been presented with a There is an issue with your connection message or;
- Joined a call as a the host and have been presented with the Signaler Connectivity warning message
- Received a Precall Test result for either of the above conditions.
There can be several factors that may result in you seeing this issue.
Not connected to the Internet
If your Internet connection has dropped out, or for some other reason become unavailable, then Coviu will detect this and display this notification. In this instance, restoring your internet connection will result in this error automatically resolving itself.
- Can you open other websites? Youtube? A news website? If not, there may be an issue with your internet service provider.
- Can you change to another network? Wifi? Wired? 4G/5G?
If you are travelling while using Coviu, you may experience this error when your mobile device changes between cellular towers, or when entering areas of low/no service (such as tunnels).
When a drop out occurs, Coviu immediately starts watching for the restoration of your connection. If your Internet connection is restored, Coviu will pick this up and restore your call.
Behind a proxy or firewall (normally when on a corporate network)
Some corporate networks (and even home internet connections) can have rules in place which restrict certain types of internet traffic passing through. Perhaps you've already found that many websites are blocked when you try to visit them?
For Coviu to work on your network, your IT Network Administrator may need to make some changes. I recommend directing them to this page (or this page for US based customers) to check firewall options.
They can also run a websocket test from here - https://websocketstest.com/
If you are behind a proxy or firewall that is restricting WebSockets, this is something that may require the intervention of your network's administrator to enable.
An alternative solution is to use an alternative network - such as a 4G phone/mobile broadband connection to connect to your call.
Interference from Antivirus Software
Similar to the above section, some Antivirus software can interfere with the establishment of a Coviu call.
If you are experiencing interference from your Antivirus Software, you may be able to add an exception for Coviu sites based on the requirements in Table 1 in this help article. I recommend logging a ticket with your internal IT Service Desk for support with these activities.
More support options
You have completed another Coviu help article. You now know what to do when you or your client is having trouble joining a call.
If this is not what you were looking for, explore our knowledge base and search for another article from here.
If you still require any assistance, please do not hesitate to get in touch with our friendly Customer Success team using any of the contact methods available here.