Healthdirect Australia Help Center

    Video Call Firewall and Proxy settings guide

    Common causes and solutions for Video Call connection issues

    Connecting to Other Participants error on pre-call test

    Running the pre-call test resulted in an error being displayed in the "Connecting to Other Participants" section of the pre-call test.


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

    Recommended option: 

    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:

    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.


    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).


    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.


    Signaller Connectivity warning

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


    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

    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.


    Interference from Antivirus Software

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

    If you are experiencing interference from your Antivirus Software, you may be able to add an exception for videocall sites (https://*. 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?


    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.

    Recommended option: Please run a pre-call test at 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 ( 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

    Can’t find what you’re looking for?

    Email support

    or speak to the Video Call team on 1800 580 771

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