If Your Unseen Call Failed – Troubleshooting WebRTC

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The new Unseen calling upgrades are a huge breakthrough.  Now, because of the cooperation between Chrome, Opera and Firefox, Unseen users can make audio and video calls of outstanding quality.  One billion people are now enabled to use this great technology.  There are still a few bugs and tweaks you might need to make.

Be sure your mic (and camera for video) and speakers are all working.  Be sure to check the speaker icon in the upper right of the Unseen chat window to be sure it’s not X’d out and click on the speaker to be sure the volume is turned up high enough.  You can still hear the ding-ding, but the volume could be turned down, so check that and turn it up.  Here’s some more:

My Call Failed – how to troubleshoot


Unseen’s one to one call is peer to peer, that mean the data stream is transferred only between the caller and callee. This is the best security for your call. Additionally, we’re using DTLS encryption on both ends, for even greater security. If it’s not possible to make peer to peer connection, the data stream is automatically relayed via our TURN servers (only 8% of Unseen calls use this, in the event of a Symmetric NAT).

 

We support Chrome 29+, Firefox, Opera, Desktop Client and Android (iOS is coming soon). To make an audio call, the caller and recipient need to have a microphone, video call requires a camera. If you use browsers, make sure to enable your microphone and camera.

 

 

- On Chrome it will ask once at the first time you make a call, it will display “Allow” and “Deny” buttons below the address bar.

 

- On Firefox it will ask every time you make a call (be sure to chose a correct microphone and camera).

 

 

If you hear no sound, after the call is made, please check your speaker and check the volume button on the right top corner of Unseen chat window (is it on with enough volume or not).

 

 

If you get the error message “Media permission denied”, it means the recipient does not enable Microphone or Camera (they may not have that).

 

 

If you get the error message “Failed to get local SDP” from Browsers / Desktop App, the recipient might cache old library of our previous release. You need to tell them clear browser cache or clear the desktop application cache (by click on the Unseen tray icon –> clear cache).

 

 

If you get the error message “Failed to get local SDP” from Android to your friends, you need to check:

 

 

- Your Unseen Android app needs to be at least 1.5.2 above. We have an Android release v1.5.2 on 05/31/2014 that fixes the issue one way calling to Desktop application, Chrome < 35 and Opera.

 

- You need to restart your Phone after installing Unseen Android so it will be able to work correctly with browsers and the desktop application.

 

 

If you get the error message “No / SSL”, the recipient may not available or can not connect to our server.

 

 

If you receive error message “Call sevice is not available” on Android phone, you are not connected to our SIP server. There are some reasons for this:

 

 

- First you should try to log out and login again, try to make the call again.

 

- If this still happens, you can go to the settings of the App –> Call Settings –> Change the transport protocol to UDP

 

- If it still doesn’t work, your network may block the connection (some mobile networks block UDP 5060, TCP 5060) or your phone version is locked (by blocking TCP 5060 or UDP 5060). You can troubleshoot this by using a wifi connection instead of the 3G / 4G network. If it still doesn’t work, please help us by using your terminal / command line with following command:

 

 

telnet ssig.unseen.is 5000

 

 

telnet ssig.unseen.is 5060

 

 

and give us your screenshot.

 

 

Here is our test between Supported browsers, desktop client and Android:

calling tests

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