How to troubleshoot the “Please check your internet connection” error

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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 fibre-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

legacy.dialpad.com

*.googleusercontent.com

devpfs.obitalk.com

dialpadcdn.com

*.ymcs.yealink.com

storage.googleapis.com

static.dialpadcdn.com

*.yealink.com

ubervoice.ubervoip.net

prov*.dialpad.com

realtime.push.dialpad.com

turn.ubervoip.net

google-public-dns-a.google.com

realtime2.push.dialpad.com

stun.l.google.com

google-public-dns-b.google.com

realtime3.push.dialpad.com

uvwss.ubervoip.net

*.pusher.com

*.dialpad.net

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

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

TCP

Poly Zero Touch (ZTP)

80, 443

TCP

Firmware Downloads 

123

NTP (UDP)

Network Time Service 

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.