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

  • Updated

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.

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 Dialpad Support.

 

 

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