US English (US)
FR French
DE German
ES Spanish
IT Italian
NL Dutch
PL Polish
JP Japanese
CN Chinese
MS Malaysian
TR Turkish
KR Korean
AF Dari
SO Somali
SA Arabic
VI Vietnamese
HU Hungarian
UA Ukrainian
ID Indonesian
TH Thai
GR Greek
BG Bulgarian
BS Bosnian
HR Croatian
PT Portuguese
MY Myanmar (Burmese)
UR Pakistan (Urdu)
IN Hindi

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Contact Us
English (US)
US English (US)
FR French
DE German
ES Spanish
IT Italian
NL Dutch
PL Polish
JP Japanese
CN Chinese
MS Malaysian
TR Turkish
KR Korean
AF Dari
SO Somali
SA Arabic
VI Vietnamese
HU Hungarian
UA Ukrainian
ID Indonesian
TH Thai
GR Greek
BG Bulgarian
BS Bosnian
HR Croatian
PT Portuguese
MY Myanmar (Burmese)
UR Pakistan (Urdu)
IN Hindi
  • Home
  • Technical requirements and trouble shooting
  • For IT

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Latest information
    Coming Soon Bulletins Live Updates
  • Getting Started and training
    Need an account Training What do I need? Pre-call test Steps for getting started
  • Using Video Call
    Administration Conduct a consultation Waiting area Clinic dashboard Apps & Tools Guides and Videos Workflows For Patients
  • Technical requirements and trouble shooting
    Technical basics Troubleshooting your call Troubleshooting pre-call test For IT Compatible devices Need Help?
  • Specialty portals
    Primary Health Care Portal Aged Care Portal
  • About Video Call
    About Articles and case studies Access Policies Security
+ More

Troubleshooting Video Call Connection Errors

Troubleshooting Video Call Connection Errors


Connecting to Other Participants error on pre-call test

Running the pre-call test resulted in an error being displayed in the connection section.

Cause:

Analysis: you are not connecting to the STUN server which is causing the test to fail.


Recommended solution: 

You may be attempting to make a Video Call from a large health/corporate organisation or hospital network.

Check with your IT department that the network rules are maintained as below:

  • Protocol: UDP
  • Destination Port: open 3478
  • Allow STUN/TURN Server URL: vcct.healthdirect.org.au

An alternative solution is to use another network - such as a 4G phone/mobile broadband connection to connect to your call.

An issue with your connection 

Attempted to join a call and been presented with a 'There is an issue with your connection' message.

Cause:

Not connected to the Internet

If your Internet connection has dropped out, or for some other reason become unavailable, then Video Call will detect this and display this notification. In this instance, restoring your connection will result in this error automatically resolving itself.

If you are travelling while using Video Call, you may experience this error when your mobile device changes between cellular towers, or when entering areas of low/no service (such as tunnels).

Solution:

When a drop out occurs, Video Call immediately starts watching for the restoration of your connection. If your Internet connection is restored, Video Call will pick this up and restore your call. You can also try to refresh the call.

Signaller Connectivity warning

Joined a call and have been presented with the 'Signaller Connectivity' warning?

Cause:

Behind a proxy or firewall

Video Call uses a technology known as WebSockets for our call orchestration. While a standard, and highly prevalent web technology, some network architectures include proxies and/or firewalls that can block the necessary connection upgrades required for WebSockets to work, and result in an inability to connect to our Video Call infrastructure.
You can test to see if this may be a potential issue for you using https://websocketstest.com/

Solution:
If you are behind a proxy or firewall that is restricting WebSockets, this is something that may require the intervention of your network's administrator to enable.

An alternative solution is to use an alternative network - such as a 4G phone/mobile broadband connection to connect to your call.

Cause:

Interference from Antivirus Software

Similar to the above section, some Antivirus software can interfere with the establishment of a WebSockets connection.

Solution:
If you are experiencing interference from your Antivirus Software, you may be able to add an exception for videocall sites (https://*. vcc.healthdirect.org.au) for your Antivirus to allow WebSockets to work.

If you are within a corporate network, this may require the assistance of your network administrator.

When trying to connect to another person, they never appear or it just says "is being connected" but it never connects

Attempted to join a call the other participant never appears in your video room?

Cause:

When trying to connect to another person, they never appear in your Video Call room.

Analysis: you are not connecting to the Coviu signalling server, which is connecting up the endpoints to each other via Websockets.

Solution:
Recommended option: Please run a pre-call test at http://vcc.healthdirect.org.au/precall. The results will advise you of actions to take to optimise your network connectivity. 

For many networks, allowing NAT egress to UDP port 3478 on the relay server (vcct.healthdirect.org.au) will provide low latency with little overhead. This should require only a minor, low-risk change to your network configuration.

For more information, please go to Media Pathways.

For more information, please go to Whitelisting healthdirect Video Call.

Was this article helpful?

Yes
No
Give feedback about this article

Table of Contents

Connecting to Other Participants error on pre-call test An issue with your connection Signaller Connectivity warning Interference from Antivirus Software When trying to connect to another person, they never appear or it just says "is being connected" but it never connects When trying to connect to another person, they never appear in your Video Call room.

Related Articles

  • Media pathways for Video Call
  • Privacy, Security and Scalability
  • Network basics for Video Call
  • Technology and troubleshooting

Can’t find what you’re looking for?

Email support

or speak to the Video Call team on 1800 580 771


Knowledge Base Software powered by Helpjuice

Expand