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Online Room Troubleshooting

Online session, breakout and Livestream rooms run in the browser using the Amazon Chime SDK. Nothing needs to be installed. This page lists what users and their IT teams need in place, and how to troubleshoot when someone can't connect.

Supported browsers and devices:

Rooms work in the latest three versions of the following browsers, on Windows, macOS, iOS and Android:

Internet Explorer and other browsers without WebRTC support are not supported. For the full list, see Amazon Chime SDK supported browsers.

  • For extra stability:

    • Desktop mode: use Safari or Chrome (Chromium-based browsers only)

    • iOS: use the Safari browser only

Note: the max runtime of a session is 1h50min including the 10 min pre-join.


Destinations and Ports

The following destinations and ports must be allowed through firewalls, proxies and VPNs for rooms to work. Please also visit this link to ensure no recent updates have been made to this list: https://docs.aws.amazon.com/chime-sdk/latest/ag/network-config.html

Destination

Subnet

Ports

Used for

*.chime.aws

–

TCP:443

Joining the room and signalling

*.amazonaws.com

–

TCP:443

Supporting AWS services (EC2, CloudFront, Route 53)

*.chime.aws

99.77.128.0/18

TCP:443 and UDP:3478

Audio, video and screen-sharing media

*.sdkassets.chime.aws

–

TCP:443

Noise reduction, echo reduction and background blur/replacement

If *.amazonaws.com cannot be allowed, the AWS IP address ranges for Amazon EC2, Amazon CloudFront and Amazon Route 53 can be allowed instead.


Bandwidth requirements

The Amazon Chime SDK has the following bandwidth requirements for the media that it provides. Please also visit this link to ensure no recent updates have been made to this list: https://docs.aws.amazon.com/chime-sdk/latest/ag/network-config.html

  • Audio

    • 1:1 call: 54 kbps up and down

    • Large call: no more than 32 kbps extra down for 50 callers

  • Video

    • 1:1 call: 650 kbps up and down

    • HD mode: 1400 kbps up and down

    • 3–4 people: 450 kbps up and (N-1)*400 kbps down

    • 5–16 people: 184 kbps up and (N-1)*134 kbps down

    • Up and down bandwidth adapts lower based on network conditions

  • Screen

    • 1.2 mbps up (when presenting) and down (when viewing) for high quality. This adapts as low as 320 kbps based on network conditions.

    • Remote control: 800 kbps fixed


Troubleshooting information:

Step 1: Check network access

The first thing to check if you are not able to connect to a room is whether your network allows the destinations and ports listed in the Destinations and Ports table above. On a company network, ask your IT team to confirm that every destination and port in the table is allowed through the firewall, proxy and any VPN.

A common sign of a blocked destination is that the event page and chat load normally, but video or audio fails to start. This usually means the media destinations (UDP:3478, the 99.77.128.0/18 subnet or *.sdkassets.chime.aws) are being blocked.

There are three ways to resolve this:

  1. Turn off any private VPN or proxy you are using.

  2. Ask your IT team or Internet Service Provider to allow the destinations and ports in the table above.

  3. Try a different network (for example, a home network or mobile hotspot) to confirm whether the original network is the cause.


Step 2: Check your camera, microphone and sound (once network access is confirmed)

The user should allow the browser when it asks to access the microphone and camera. (Camera, Mic should be set to allow)

Before clicking on the join button – Sound & Video can be tested by clicking on the respective “Test Video” and ‘Test Sound Button”

After joining the meeting: mic, sound and video should be "ON" (Blue), Grey means it is "OFF"