How to Troubleshoot Connection Issues With Whereby

You’re participating in a video chat and you notice that the video is glitchy or keeps freezing. Or maybe the audio keeps cutting in and out. Or maybe you’re even receiving a warning message about connection issues. 

Here’s the truth: Because Whereby is an internet-based application, your internet and network connection are crucial for making sure everything works right. 

Not sure how to check to make sure that those connections are setting you up for success rather than frustration? Well, we have a few things for you (or your IT or tech team, if necessary) to take a closer look at. 

1. Let the right traffic through your firewall

If you aren’t familiar with what a firewall is, think of it like an added barrier (or a wall, if you will) of protection. All incoming and outgoing traffic runs through it in an effort to improve privacy and security. That’s a good thing, and it’s why so many organizations use them. 

However, Whereby is a peer-to-peer service, which means we do need some traffic to be allowed through the firewall. 

Here comes the tech speak: We require that outgoing traffic via TCP and UDP on port 443 is open. Your network administrator will have to make that change, so feel free to just repeat that exact sentence to them so that they can make that tweak and ensure that Whereby works correctly moving forward. 

2. Avoid using a proxy or VPN

When it comes to privacy and security, using a proxy or a virtual private network (VPN) is another common step that many organizations and even individuals take. 

We’ll spare you the in-depth technology lesson, but these both essentially “hide” your internet traffic and IP address so that you have much greater security. 

But, because we don’t use a static range of IP addresses for Whereby’s servers, we’re not all that compatible with people who use Whereby behind a proxy or VPN. It might work alright to start, but many users do eventually end up experiencing connection issues. 

So, for the best experience, you’re better off foregoing the proxy or VPN for your video chats. 

3. Check your network connection

We’re willing to bet you’ve said something like, “Oh, the internet connection is being really slow” before. In reality, your internet speed might not be the culprit at all—it could be your connection to your service provider.

The first place to look is your WiFi router. It performs best when your computer has a direct line of sight to the router. If there are one or more walls between them, you might experience slow network speeds and a poor connection. 

Want a surefire way to ensure you have a strong connection—and as a result, a positive video conference experience? Connect your computer directly to your router using an ethernet cable. 

A strong connection leads to strong connections

Video chats should be your chance to genuinely connect with other people—whether it’s your colleagues or your friends and family. But, that only works out if spotty service, glitchy video, and choppy audio doesn’t throw your entire conversation off track.

Fortunately, there are a few things you can check to make sure that your network connection is strong—so you can spend more time and energy focused on the real connections that matter most. 

There are a few more potential reasons (such as country-wide restrictions) why you could experience a spotty connection to Whereby. Learn more in our detailed helpdesk article.