Hi John

I was working with a new client last night and we were not able to get the video chat working for her. Everything proceed as normal - she could answer an incoming video call, but it would ultimately fail with the error "Peer-to-peer connection failed. Please try again." This error would only display on the receiving end. The caller never sees an error. She states she can see herself in the video window on her end.

She is not very computer literate, so walking her through troubleshooting will be tough. I wanted to make sure what the potential error could be before I start fisihing around with her for a fix.

My thoughts are:

1) She has not allowed the browser (Chrome) to access the camera (although... if this was the case would she be able to see herself in the video window?)

2) Theres a NAT problem on her end. If so - which ports should I have her open?

3) Other?

Your thoughts on this would be appreciated, John.

Thanks

-Jeff

Hi Jeff, good day and i hope you are well.

Normally when WebRTC fails with this error the problem is due to the network and NAT problem.
It's not so easy to find the exact reason, often firewalls, routers, etc only testing may help

I suggest to activate the options for the TURN servers fallback in the component config, this may help to overcome NAT issues.

TURN servers enabled -> 'Yes'

Twilio TURN server enabled -> 'Yes'

- John

Hi John - thanks for this. I will implement with fingers crossed!

-Jeff

Hi John - yes this resolved the issue. Thanks!