How to troubleshoot the “Please check your internet connection” error
- 12 Nov 2024
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How to troubleshoot the “Please check your internet connection” error
- Updated on 12 Nov 2024
- 1 Minute to read
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- PDF
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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 connection. Make 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 |
|---|---|---|
| 443 | HTTPS (TCP) | Product features (images, social profiles etc) |
| 443 | HTTPS (TCP) WSS (TCP) | Messaging, images, social profiles. |
| 5060, 7060 | UDP and TCP | Transport |
| 443, 5061 | WSS (TCP) SIP/TLS (TCP) | Call Signaling |
| 16384 to 32768 | SRTP (UDP) | Call Media (audio and video data), active calls, RP & SRTP |
| 19301 to 19302 | UDP | STUN for NAT traversal |
| 443 | UDP and TCP | TURN for NAT traversal |
| 53 | DNS (SRV records) | Server Discovery |
For Desk Phones - Poly, Obi-Edition & UCS and Yealink
| Port | Protocol | Traffic Type |
|---|---|---|
| 443 | HTTPS (TCP) | Provisioning |
| 5060, 7060 | UDP and TCP | Transport |
| 5061 | SIP/TLS (TCP) | Call Signaling |
| 16384 to 32768 | STRP (UDP) | Call Media |
| 443, 10000 to 20000 | TCP/UDP | Poly Device Management System (PDMS) |
| 80, 443 | TCP | Firmware Downloads |
| 123 | NTP (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 Customer Care.
For additional setup instructions, please visit our detailed Network Setup Recommendations in this Help Center article.
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