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 fibre-optic internet connection. Make sure your connection has a dedicated upload and download voice bandwidth of 100 kilobits/sec for each voice line.
FQDNs
Dialpad requires specific FQDNs to be allowed for routing, security, system maintenance, and remote device management communication.
Open ports
After reassuring that the traffic is whitelisted to the above-mentioned FQDNs, you’ll need to open certain ports. The ports 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
Traffic Type | Protocol | Domain | Port |
|---|---|---|---|
Product features (images, social profiles etc) | HTTPS (TCP) | *.dialpad.com *.dialpadcdn.com | 443 |
Messaging | HTTPS (TCP)
WSS (TCP) | *.dialpad.com
*.ubervoip.net | 443 |
Transport | UDP and TCP | *.dialpad.com *.ubervoip.net | 5060, 7060 |
Call Signaling | WSS (TCP)
SIP/TLS (TCP) | *.dialpad.com
*.ubervoip.net | 443, 5061 Note: Port 5061 is only used with the mobile app. |
Call Media | SRTP (UDP) | No specific domain or IP | 16384 to 32768 |
Customer Media (contact, avatar, MMS images) | HTTP (TCP) | No specific domain or IP | 443 |
STUN | UDP and TCP | turn.ubervoip.net | 443 (Native and Web) 19302 (Mobile only) |
TURN | UDP and TCP | turn.ubervoip.net | 443 |
Server Discovery | DNS (SRV records) | google-public-dns-a.google.com google-public-dns-b.google.com | 53 |
For Desk Phones - Poly, Obi-Edition & UCS, Yealink, Mitel, and Grandstream
Traffic Type | Protocol | Domain | Port |
|---|---|---|---|
Provisioning | HTTPS (TCP) | prov.dialpad.com prov10.dialpad.com prov10.ubervoip.net prov12.dialpad.com prov12.ubervoip.net activation.ubervoip.net | 443 |
Transport | UDP and TCP | ubervoice.ubervoip.net ubervoice2.ubervoip.net | 7060 |
Call Signaling | SIP/TLS (TCP) | ubervoice.ubervoip.net | 5061 |
Call Media | STRP (UDP) | ubervoice.ubervoip.net ubervoice2.ubervoip.net | 16384 to 32768 |
Poly Zero Touch (ZTP) | TCP | *.poly.com | 443 |
Firmware Downloads | TCP | downloads.polycom.com storage.googleapis.com | 80, 443 |
Network Time Service | NTP (UDP) | pool.ntp.org time.google.com time2.google.com | 123 |
Directory Services (LDAP) | TCP | devicesldap.dialpad.com | 389 |
Yealink Remote Provisioning Services (RPS) | TCP/UDP | *.yealink.com | 443 |
Yealink Management Cloud Service | DM and HTTPS | *.ymcs.yealink.com | 443, 8110, 8443, 8445, 8446 |
Grandstream Device Management Service | TCP | firmware.grandstream.com | 443, 8443 |
Mitel Redirection and Configuration Service (RCS) | TCP/UDP | rcs.mitel.com | 443 |
Note
The issue should be corrected after setting your FQDNs, verifying the open ports, and checking for sufficient bandwidth. If the issue persists, please contact Customer Care.
For additional setup instructions, please visit our detailed Network Setup Recommendations in this Help Center article.