Networking Meetings - Troubleshooting Guide

We understand that, for many reasons, users may sometimes experience interruptions during their calls, be it due to a bad connection or firewall settings. To minimize these inconveniences, we recommend that you follow the steps in this guide and thus allow your 1-on-1 appointments to run smoothly. Generally, all you will need to do upon entering a meeting is select the "Allow" option when your web browser requests access to the camera and microphone, but in case you experience any issues, please see the following tips:

Check that you are using a supported web browser.

The following web browsers are supported for conducting 1-on-1 meetings:

  • iPhone / iPad: Safari
  • Android: Chrome or Firefox
  • Windows: Chrome, Firefox, or Edge (latest version only)
  • Mac: Safari, Chrome or Firefox

Check that your camera and / or microphone are working.

If you have trouble connecting from your laptop or computer, we recommend using a smartphone as all have a microphone and most have a front camera.

If you are using a laptop with a built-in webcam or a computer with a USB webcam, try to verify that your webcam is working by opening the Camera application that should come pre-installed on your computer.

Check that your web browser has permissions to access both the camera and the microphone.

When you access video calls for the first time, a pop-up will appear on your web browser asking if you want to allow access to the camera and microphone. The message will look something like this:

Make sure to click the "Allow" button. You must grant access in order for your camera/microphone to work during the meeting. 

Check that your organization's firewall allows the connection.

If your participants access the Virtual Stage from computers connected to networks in their offices and see black screens or "Error 53000", it is likely that it is related to access to Twilio (which is our provider of networking video calls) and suggest the following:

Run this test https://networktest.twilio.com/ (you will need to allow access to your microphone and camera).

If any of the tests generate an "Error", please inform your IT support team that they should unlock:

global.vss.twilio.com, TCP / UDP 443

sdkgw.us1.twilio.com, TCP / UDP 443

Also, they may need to whitelist any relevant region media server IP range that is listed at https://www.twilio.com/docs/video/ip-address-whitelisting and if that it doesn't work, they may need to add to all of them.

Ensure that the clock on your device is correctly configured.

Your meetings are synchronized with your device’s clock. If it is not correct, your meetings will begin at the wrong time, causing either yourself or your fellow participant to be waiting and losing valuable meeting time.

Ensure that you are disconnected from any VPN.

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