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

With Dialpad, there are certain network configurations that are required for Deskphones and Applications to work smoothly. 

This article will guide you through the steps to troubleshoot the "Please check your internet connection" error you are receiving for your corporate network.

Bandwidth

To avoid call quality issues and to ensure the best possible voice quality, we recommend using either a high-speed DSL, cable, or fiber-optic connection with dedicated upload and download bandwidth for voice of 100 kilobits/sec for each voice line you plan to run.

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
  • *.googleusercontent.com

  • *.pusher.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.

Required open ports for Browser and Native Applications

Port

Protocol

Notes

443

TCP

Product features such as images, messages, social profiles, etc.

Sent via a combination of HTTPS and WSS protocols.

16384 to 32768

UDP outbound

UDP bidirectional for established connections

Media (audio and video data), active calls, RTP & SRTP

19301 and 19302

UDP

STUN for NAT traversal

443

UDP/TCP

TURN for NAT traversal

 

Required open ports for Obihai and SIP Phones

Port

Protocol

Notes

80

TCP

Images that appear on the Obihai LCD display when one of your contacts calls you.

7060, 5060

UDP outbound, TCP

SIP signaling for call setup

5061

TLS

For secure phones (phones secured by TLS)

10000 to 20000

UDP outbound

UDP bidirectional for established connections

For Obihai only. Media (audio and video data) for active calls and configuration downloads from Obihai configuration servers.

16384 to 32768

UDP outbound

UDP bidirectional for established connections

Media (audio and video data) for active calls, RTP & SRTP

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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