Troubleshooting Calls

How to diagnose calling issues on supported client devices.

Unable to Connect to Call Room

If your device is unable to connect to the call room, you may have an issue with your network.

Call connecting screen on Smart Glasses device

Check the network by running a health test on your device.

If the network test fails, it is likely an issue with the current device's connection to the network or a firewall configuration problem where required ports may be blocked.

  1. After running the health test, ensure the network for both devices meets the Skylight's Technical Requirements.

  2. View Twilio's support documentation on Troubleshooting Common Calling Problems.

  3. Also, verify that your firewall configuration and network conditions align with Twilio's Deployment Best Practices.

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Incoming Call Notifications Do Not Appear

Incoming call notifications should appear anytime you are invited to a call room.

Incoming call notification on Smart Glasses device

If you have been invited to a call room, but your device does not register the notification:

  • If using the Web Client, check that popups are enabled.

  • If using Smart Glasses, try restarting the device.

Dropped Call

If you experience a Skylight call disconnecting unexpectedly, we refer to this as a dropped call. To troubleshoot a dropped call:

  1. Ensure the network bandwidth for both devices meets the Skylight's Technical Requirements.

  2. Verify that your firewall configuration and network conditions align with Twilio's Deployment Best Practices.

Poor Video or Audio Quality

You may experience poor video or audio quality during a call, such as choppy audio, static, missing audio/video, or delayed video/audio. To troubleshoot call quality issues:

  1. Ensure the network bandwidth for both devices meets the Skylight's Technical Requirements.

  2. View Twilio's support documentation on Troubleshooting Common Calling Problems.