You can join the video appointment, but the other person's video or audio doesn't come through, or only one side can hear or see the other? This usually points to a corporate network or an active VPN blocking certain traffic.
Typical symptoms
- You join the call, but no video or audio from the other person is transmitted.
- Only one direction works (e.g. you can hear the other person, but they can't hear you).
- The connection takes a long time to establish, or repeatedly drops.
Why this happens
MeetOne uses WebRTC for video and audio — a technology that establishes either a direct connection or one routed through a relay server between you and the other person. Many corporate networks (e.g. in clinics or companies) and VPN connections block, for security reasons, exactly the kind of traffic WebRTC needs.
What to try first
- Turn off your VPN: Disable an active VPN during the call if possible.
- Test another network: Connect via a mobile hotspot or a different WiFi network (e.g. at home) to check whether the corporate network is the cause.
- Reload the page: Reload the page and rejoin the call.
If the call works fine over a mobile hotspot or a different network, the corporate network or VPN is very likely the cause.
What to give your IT department
If the corporate network issue can't be resolved yourself, pass this information to your IT department:
- WebRTC traffic and STUN/TURN connections to your organization's MeetOne address must be allowed.
- Secure websocket connections (wss://) to your organization's MeetOne address must be permitted.
- Deep packet inspection that blocks WebRTC traffic should be disabled for your organization's MeetOne address.
Still stuck? Contact us at support@meetone.io.