Run the PureCloud WebRTC Diagnostics app


The PureCloud WebRTC Diagnostics app provides you with a set of diagnostics that verifies your WebRTC configuration is properly configured and identify common problems.


    1. Access the PureCloud WebRTC Diagnostics app ()

  1. Select one of the available tests:


This diagnostic verifies that your network connection is properly set up for WebRTC and also verifies that audio is functional. The following tests run:

  • Verify that your microphone can detect and capture audio
  • Verify that network topology is correctly configured
  • Verify that PureCloud’s Media services in AWS are within the required port range
  • Verify the speed of the connection to the Media Services in AWS
  • Verify the bandwidth of the connection for audio 

As the tests run, the app provides on-screen results in real time. In addition, the results of the tests are available as downloadable .json log file.

After the diagnostic is complete, you can view the results in the Diagnostics log box or click Download Report Now.

Errors

If you encounter errors during the tests, download the report and do one of the following:

  • If you already have an open support case, attach the report file to the support case for further review by PureCloud Customer Care. 
  • If you don’t have an existing support case, attach the report to an email and send it to your PureCloud Designated Contact

Note: For more information about attaching files to a case, see the My Support Info Guide, which is available from the PureCloud Customer Care article.


This diagnostic verifies that your network connection is properly set up for WebRTC and also verifies that both audio and video are functional. The following tests run:

  • Verify that your microphone can detect and capture audio
  • Verify that your camera can capture video
  • Verify that network topology is correctly configured
  • Verify that PureCloud’s Media services in AWS are within the required port range
  • Verify the speed of the connection to the Media Services in AWS
  • Verify the bandwidth of the connection for video streaming

As the tests run, the app provides on-screen results in real time. In addition, the results of the tests are available as downloadable .json log file.

After the diagnostic is complete, you can view the results in the Diagnostics log box or click Download Report Now.

Errors

If you encounter errors during the tests, download the report and do one of the following:

  • If you already have an open support case, attach the report file to the support case for further review by PureCloud Customer Care. 
  • If you don’t have an existing support case, attach the report to an email and send it to your PureCloud Designated Contact

Note: For more information about attaching files to a case, see the My Support Info Guide, which is available from the PureCloud Customer Care article.


This diagnostic verifies PureCloud’s ability to capture the screen for use with the Screen Share and Screen Recording features. No other tests run. Unlike the first two diagnostics, which run automatically, the screen capture test requires you to make selections.

  1. Click Capture Screen.
  2. When you see the Share your screen dialog, choose the screen contents that you would like to share and click Share.
  3. If the share operation is successful, a thumbnail image of the screen contents appears on the page. 
  4. To end the test, click Stop sharing.

Errors

If you encounter errors when running the test, send an email describing the issue to your PureCloud Designated Contact



If you are using one of the headsets that PureCloud directly supports (Jabra, Plantronics, or Sennheiser), then you can use the headset integration diagnostic to verify that your headset is correctly configured for use with WebRTC. When you access this test, your headset appears in the Current Microphone box. A series of buttons allow you to simulate calls and test your headset.

  1. To get started, click Simulate Incoming Call.
  2. Click Answer and begin speaking to test your microphone.
  3. Click Mute or Hold to test those functions.
  4. To hang up. click End or End All Calls.

As you click buttons, the results display in the Call State section. As you speak, you’ll see a dynamic sound wave display. The diagnostic also produces an onscreen log file.

Errors

If you encounter errors when running the tests, make sure that your headset is properly configured. You’ll find links to the headset configuration articles at the bottom of the test page. If you still encounter issues, send an email describing the issue to your PureCloud Designated Contact