How do I troubleshoot common problems with Twilio Client?

Twilio Client Pre-Launch Checklist

We recommend going through the checklist below before rolling out your Twilio Client application:

  1. Update your web browser and Flash to the latest version

  2. Open network ports in your router / firewall / antivirus software

    • WebRTC (Chrome browser) TCP: port 80 and 443 UDP: all ports between 10,000 and 60,000

    • Flash (All other browsers) TCP: 80, 443, 843 and 1935

  3. If your router supports QoS, prioritize the ports from step 2, or the IP address of the computer(s) making Client calls.

  4. Check network latency with the Ping test site. Select Ashburn VA as the preferred server in the settings menu. If the grade is less than A, call quality may be diminished.

Twilio Client Troubleshooting Guide

Below you can find some troubleshooting steps to resolve common problems we’ve seen with Twilio Client.

If Twilio Client cannot establish a call:

  • Check open network ports in your router / firewall / antivirus software (step 2 in pre-launch checklist)

  • Confirm a network connection is currently available

  • Review the javascript console for application errors

If no audio or one-way audio is experienced in a Client call: 

  • Check open network ports in your router / firewall / antivirus software (step 2 in pre-launch checklist)

  • Confirm the hardware is correctly attached and ensure the correct microphone and speakers are selected in software settings

  • Check to ensure the microphone is not muted (some have a hardware mute button) and the speaker volume is turned up

If call audio has dropouts:

  • Twilio Client requires a high speed and low latency network connection.  Benchmark the network using the tests below and aim to improve the scores.

  • Enable router QoS or prioritize traffic for Twilio Client (step 3 in pre-launch checklist)

  • Reduce network activity not related to VoIP or use a separate network for VoIP workstations

If call audio is garbled:

  • Use a headset instead of built in computer microphone

  • Reduce ambient noise such as nearby speakers or fans

  • Adjust the distance of the microphone from the mouth – too close can cause audio clipping

  • Adjust microphone levels in the computer’s sound settings

  • Ensure computer has resources available to process a call

    • CPU and RAM are not overutilized

    • Close un-needed applications and browser tabs

    • Try disabling antivirus software