Browser Calling Troubleshooting Playbook

A step-by-step guide to troubleshooting and resolving WebRTC browser calling issues on Alohaa

We understand facing issues with browser calling (WebRTC) calling can be frustrating. This guide will help you through solving the issues on your own.

But first of all, why does WebRTC needs troubleshooting? Because this technology directly uses your browser and network settings, it's sensitive to specific configurations and environments. This can include settings that block its access, interfere with its operation, or disrupt the direct connection pathway WebRTC relies on.

Our guide will help you identify and adjust these settings to ensure smooth and clear communication. Let's get started! Please go through the following checklist to solve the issue on your own. We’ve explained how to check each step in detail below:

• Verify WebRTC Activation

• Disable VPN Connections

• Check Antivirus Settings

• Microphone and Speaker Access

• Use Incognito Mode and Different Browsers

• Restart the System

• Test Different Internet Connections

• Clear Cache and Cookies

Step 1: Verify WebRTC Activation

Navigate to the business admin portal, access the 'Agents' tab, and click 'edit' next to the agent's row.

Scroll down in the popup and click on save without making any changes.

Step 2: Disable VPN Connections

If you are not using a VPN, skip this step. If connected to a VPN, disconnect, perform a hard refresh on the Alohaa website, and attempt to make a call.

Hard refresh instructions: For Windows, press Ctrl + F5; for Mac, press Cmd + Shift + R.

Step 3: Check Antivirus Settings

If not using an antivirus, skip this step.

Open your antivirus application, check network access settings, and ensure Alohaa is allowed. The exact steps on how to do this will vary as per the antivirus software you are using.

If unsure, contact your IT department for assistance.

Step 4: Microphone and Speaker Access

On agent login, click the settings icon next to the website URL. You can see Microphone toggle in the pop up. If it’s turned off, please turn it on.

The microphone and speaker access should be allowed for uninterrupted WebRTC call. If not, go to Site Settings and allow these permissions. Refresh the Alohaa page and attempt to call again.

Step 5: Use Incognito Mode and Different Browsers

Log out from Alohaa and open it in incognito mode to test calling. If issues persist, try using different browsers such as Chrome, Firefox, Safari, or Edge, ensuring permissions are set correctly.

Step 6: Restart the System

Close all applications and restart your computer. After restarting, open Alohaa in your browser and check the call functionality.

Step 7: Test Different Internet Connections

We recommend stable Wi-Fi connection instead of mobile hotspot for WebRTC calling. Some internet service providers may block necessary ports for calling. Test the service on different networks to identify if this is the issue. If successful on a different network, contact your service provider to make the required changes.

Step 8: Clear Cache and Cookies on Alohaa

If calls are working and facing an issue in between it is advisable to clear cookies and cache for a smooth experience of Alohaa. On Agent Login, Click the settings icon next to the website URL and click on Cookies and Site Data.

Then select Manage on-device site data.

Delete all the cache and cookies, and click on Done.

If you've followed all these steps and still face issues, don't hesitate to contact our support team. We're here to help you ensure a seamless calling experience