How to troubleshoot the “Please check your internet connection” error
    • 31 May 2023
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    How to troubleshoot the “Please check your internet connection” error

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    Article Summary

    No one likes an error message, and the 'Please check your internet connection' error is no exception

    Let's go over the steps to troubleshoot this error.

    Note:
    This article is for corporate networks only — if you are troubleshooting your home network, please follow the instructions in this Help Center article.

    Bandwidth

    To avoid call quality issues, we recommend using a high-speed DSL, cable, or fiber-optic internet connectionMake sure your connection has a dedicated upload and download voice bandwidth of 100 kilobits/sec for each voice line.

    FQDNs

    The following FQDNs must be allowed for routing, security, system maintenance, and remote device management communication.

    • dialpad.com
    • www.obitalk.com
    • www1.obitalk.com
    • prov.obitalk.com
    • devpfs.obitalk.com
    • storage.googleapis.com
    • ubervoice.ubervoip.net
    • turn.ubervoip.net
    • stun.l.google.com
    • uvwss.ubervoip.net
    • legacy.dialpad.com
    • dialpadcdn.com
    • static.dialpadcdn.com
    • prov*.dialpad.com
    • google-public-dns-a.google.com
    • google-public-dns-b.google.com
    • *pusher.com
    • *googleusercontent.com

    Open Ports

    After reassuring the traffic is whitelisted to the above-mentioned FQDNs, there will be certain ports that you will need to open. The ports do vary depending on the type of Dialpad clients (native app, Obihai, mobile) you plan to use on a given network.

    For Desktop Native, Mobile, & Browser Applications

    Port 
    Protocol
    Traffic Type 
    443HTTPS (TCP)Product features (images, social profiles etc) 
    443HTTPS (TCP)
    WSS (TCP)
    Messaging, images, social profiles.
    5060, 7060UDP and TCP Transport 
    443, 5061WSS (TCP)
    SIP/TLS (TCP)
    Call Signaling
    16384 to 32768SRTP (UDP)Call Media (audio and video data), active calls, RP & SRTP
    19301 to 19302UDPSTUN for NAT traversal
    443UDP and TCPTURN for NAT traversal
    53DNS (SRV records)Server Discovery

    For Desk Phones - Poly, Obi-Edition & UCS and Yealink

    Port 
    Protocol
    Traffic Type 
    443HTTPS (TCP)Provisioning 
    5060, 7060UDP and TCP Transport 
    5061SIP/TLS (TCP)Call Signaling
    16384 to 32768STRP (UDP)Call Media
    443, 10000 to 20000TCP/UDP Poly Device Management System (PDMS)
    80, 443TCPFirmware Downloads 
    123NTP (UDP)Network Time Service 

    After setting your FQDNs, verifying the open ports, and checking for sufficient bandwidth, the issue should be corrected.

    If the issue persists, please contact Dialpad Support.

    For additional setup instructions, please visit our detailed Network Setup Recommendations in this Help Center Article


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