Connection Fails for Remote WebRTC Callers

If end-users are unable to connect using the RealPresence Web Suite Experience Portal and the connection to the remote WebRTC caller fails, then this issue may be due to a network problem or to an incorrect configuration for the TURN server.

Solution:

First check to see if there are any network problems between the end-user and your deployment.

If there are no network problems, check the TURN server configuration. Specifically, this problem occurs in the following scenarios:
  • The STUN or TURN server address specified in the RealPresence Web Suite Experience Portal WebRTC agent settings is incorrect. Verify that the WebRTC agent settings are correct.
  • The TURN user credentials specified in the RealPresence Web Suite Experience Portal WebRTC agent settings are invalid. Verify that the TURN user credentials specified in the RealPresence Web Suite Experience Portal are correct.
  • The STUN or TURN server is down or is unreachable by the remote client.