SignalWire Helpdesk

• English
• English (US)

Go to website

• Potential Networking Issue - Prioritizing Audio Over Video

  When SignalWire detects a temporary degradation in network quality it will prioritize audio over video to ensure that you remain connected and can continue communicating. What causes a temporary degradation in network quality? Any number of issues can result in temporary degradation in network quality. Some of these issues are Lowered Quality of Service from your network provider Most network providers connect to the nearest Internet Point of Presence via shared optical and/or copper liVery popular

• Update MacOS Permission Settings for Microphone, Camera, and Screen Recording

  Information for how to update permission settings in MacOS for SignalWork to be used effectivelyVery popular

• Update Windows Permission Settings for Camera & Microphone

  To use SignalWire Work or SignalWire Events on a Windows 10 system, there are certain settings that need to be modified. On Windows 10, Navigate to Settings > Privacy. On the left side tab, scroll to App Permissions to access the privacy settings for Camera, and Microphone. Additionally, be sure to navigate to the security and privacy settings of the each browser to make sure that Camera and Microphone access are set to allowed. Camera **Allow access to the camera on thiPopular

• Google Chrome Permission Settings

  Permission settings will need to be set in the Google Chrome browser for camera, & microphone To verify that SignalWire Work or SignalWire Events domain has access to the camera in Google Chrome: From the Chrome menu, chose Settings. On the left menu, choose Security and Privacy. Under Security and Privacy, choose Site Settings Under Permissions, choose Camera. The browser address bar should now read: chrome://settings/content/camera In the upper righ Search boxPopular

• Opera Permission Settings

  Permission settings will need to be set in the Opera browser for camera, & microphone To verify that SignalWire Work or SignalWire Events domain has access to the camera in Opera: From the Opera menu, chose Go to full browser settings. Scroll down until you get to Privacy and Security. Under Privacy and Security, choose Site Settings. Under Permissions, choose Camera. The browser address bar should now read: settings/content/camera Verify that **Ask before accessSome readers

• Reset SignalWire Work Password

  If your login was set up as a SignalWire account and not Single Sign-On (SAML), you can reset the password. To reset SignalWire Work password: Enter the email address on the Welcome screen and click Continue. Click on Forgot your password? on the next screen. Provide the email address and click **Send ReSome readers

• Microsoft Edge Permission Settings

  Permission settings will need to be set in the Edge browser for camera, & microphone To verify that the SignalWire domain has access to the camera in Edge: From the Edge menu (three horizontal dots at top right corner of window), chose Settings. Choose Cookies and site Permissions from the left hand side. Select Camera. The browser address bar should now read: edge://settings/content/camera Verify that Ask before accessing (recommended) is toggled on. Verify that theSome readers

• Identifying Audio Quality Issues

  ****SignalWire Work users can experience various audio issues, and the information listed below will help to identify the audio issues experienced, with descriptions and possible explanations. Noise - Any noise on the line or in a voicemail message in addition to the voice signal. Noise typically leaves the conversation intelligible but still far from excellent. Static, hum, crosstalk, and intermittent popping toSome readers

• How to Share Whole Screen or Application in Google Chrome (MacOS)

  Due to MacOS permission changes, SignalWire Work and SignalWire Events will not be able to share the whole screen or application in Google Chrome, it will only function in a Chrome tab. To resolve this, Google Chrome will need allow access to Screen Recording in MacOS System preferences: Navigate to System Preferences > Security & Privacy > Privacy Select Screen Recording on the left hand side Make sure that the Google Chrome browser is visible and the corresponding box is checkeSome readers

• Webcam Anti-Virus Issues

  When using SignalWire work in Chrome, you may experience being denied. Your system's anti-virus could be blocking devices and software from accessing the internet. Access settings for the anti-virus software will need to be modified to stop blocking the webcam. Below are links to some anti-virus software to update these settings: McAfee for Windows [Norton](https://support.norton.com/sSome readers

• Firefox Permission Settings

  Permission settings will need to be set in the Firefox browser for camera, & microphone To verify that SignalWire Work or SignalWire Events domain has access to the camera in Firefox: From the Firefox menu, chose Settings. On the left menu, choose Privacy & Security. The browser address bar will display: about:preferences#privacy Under Privacy and Security, scroll down to the Permissions section. On the entry for Camera, choose Settings... Verify that SignalSome readers

• Using AirPods with SignalWire Work and SignalWire Events

  When using Apple AirPods with SignalWire Work or SignalWire Events you may experience metallic and distorted audio quality (if power is lost or is deliberately turned off). This is because Apple doesn't refresh or load the next default audio input/output devices unless the browser is refreshed. A quick refresh of the browser will resolve the issue and reconnect to the call.Some readers

• Safari Permission Settings (MacOS)

  Permission settings will need to be set in the Safari browser for camera, microphone & screen sharing. To set (or check) Website settings: Safari Menu > Preferences > Websites icon > Camera Verify that the following settings are enabled/set: Your SignalWire Work domain is listed with the entry of Ask If your SignalWire Work domain is not yet listed, verify that When visiting other websites selection is set to Ask on the lower right of the Safari Preferences screen.Few readers

• Default Port Ranges

  Depending on your company infrastructure, you might have to make firewall adjustments to have a successful experience with SignalWire Work. Below is a listing of the default ports : TCP 80 443 1935 5443 UDP 10000 - 15000 49000 - 54000 The IP to allow is the IP that resolves to your space URL. Windows Example: nsloFew readers

• Safari on iOS Permission Settings

  Permission settings will need to be set in the Safari browser for camera, & microphone. To verify that SignalWire Work or SignalWire Events has the appropriate privileges for the camera in Safari on iOS: Launch the Settings app In the Settings app, scroll down to the Safari category and tap it. In the Safari category scroll down to the Settings for Websites section. In the Settings for the Websites section, tap Camera. Verify that Ask is selected. ![](https:/Few readers

• Screen Sharing Looping

  When sharing your screen in SignalWire work using certain browsers, using Your Entire Screen option can result in an inception look or a looping affect of your screen. This occurs when you share a screen that displays what you plan on sharing it will show itself, like holding two mirrors againstFew readers

• Update SignalWire Work Version

  As SignalWire Work updates are released, it will be necessary to make sure the right version is being used to take advantage of all features. To make sure SignalWire Work is updated to the latest version, perform the following: Browsers on Windows Ctrl + F5 Safari Shift + click the Reload toolbar button Chrome and Firefox for Mac Cmd + Shift + RFew readers

• Resolving SignalWire Issues

  To address any issues with SignalWire Work such as the following: frozen screen video out of sync with audio video not appearing no audio Log out and log back into SignalWire Work to resolve. If issues persist, please reach out to SignalWire for further assistance. Navigate to Menu Click on Logout RFew readers

• How to reset SignalWire Work URL

  To start over with SignalWire Work and clear the device history by visiting the following URL: https://{Your SignalWire Work domain}/#/reset This will restart the device authorization process within the browser.Few readers

• Chrome Mobile Browser Permission Settings

  If using the Chrome browser on a mobile device, permission settings will need to be set for the camera and microphone. Android Open the Chrome app. To the right of the address bar, tap More Organize and then Settings. Tap Site Settings. Tap Microphone or Camera. Tap to turn the microphone or camera on or off iOS Open the Chrome app. Go to the SignalWire Work URL that will be accessing your microphone & camera. When prompted, tap Allow or Block.Few readers

• VPN Video Issues

  When using SignalWire work in Chrome, you may experience being issues with not being able to access a room. If you are using a VPN on your computer, this could result not having video access. To be able to access video, VPN will need to be disabled while using SignalWire Work. Windows Go to Settings and click on Network & Internet. Click/Select VPN and select the VPN connection to be disabled. Click Disconnect. MacOS Click on **System PreferencesFew readers

• Running a Packet Loss Test

  When using SignalWire Work, you could experience losing connection to a room (or rooms). To verify that you are not experiencing networking issues on your computer at the same time, we may advise that you run a packet loss test and then attempt to join a room. While in the room, monitor the packet loss test window while awaiting for connection issues to happen. To run a Packet Loss Test: Windows Open Command Prompt or Windows PowerShell Enter the command as follows: **pingFew readers

• SignalWire Work Troubleshooting Guide

  Guide for troubleshooting issues with SignalWire WorkVery popular

• How to get help from SignalWire

  To request help from SignalWire, click on the Help/Question mark icon in the upper left corner of the screen. The help panel will appear on the left hand side of the screen where you can search knowledge articles or start a text chat.Few readers