If you're experiencing trouble with your calls in 8020REI, this guide will walk you through the most effective troubleshooting steps.
? What Issues Does This Guide Cover?
This solution applies if you're encountering:
- Calls not connecting
- Audio not working (you can't hear them or they can't hear you)
- Microphone not being detected
- Lag or dropped calls
- Call quality issues during browser-based conversations
⚡ Step 1: Quick Fixes
Start with these simple actions:
- Clear your browser's cache and cookies
- Log out and log back in to your 8020REI account
- Switch to another browser - We recommend Google Chrome, but Firefox or Edge work too
- Restart your computer
Make sure your browser is fully updated before retrying the call.
Step 2: Check Permissions and Audio Devices
- Allow microphone permissions in your browser
- When prompted, click "Allow"
- You can verify manually: Go to browser settings → Privacy & Security → Site Settings → Microphone
- Verify external microphones or headsets
- Make sure they are properly connected
- Check your system audio settings and ensure the correct input/output device is selected
? Step 3: Browser and Security Settings
If the issue persists, try the following:
- Disable or remove browser extensions - Especially ad blockers, screen recorders, or security plug-ins. Restart the browser after making changes
- Try another browser entirely - This helps determine if the issue is browser-specific
- Temporarily disable antivirus/firewall software - Some security tools interfere with browser calls. Leave only Windows Defender enabled during testing
Step 4: Test Your System and Network
Use these tools to diagnose deeper issues:
- WebRTC Diagnostics Tool: https://test.webrtc.org - Checks if your mic, camera, and network are compatible with browser calls
- Twilio Network Test: https://networktest.twilio.com - Evaluates network strength, latency, and firewall settings
Step 5: Internet Connection Check
- Restart your router or modem
- If possible, connect via Ethernet instead of Wi-Fi
- Run a speed test to ensure your bandwidth is stable
- If performance continues to drop, contact your Internet Service Provider (ISP)
? Still Need Help?
If none of the above steps resolve your issue, contact us at support@8020rei.com
Include the following for faster resolution:
- A brief description of the issue
- Your browser and operating system
- WebRTC and Twilio test results (if available)
- A screenshot or short video of what you're seeing
We'll work with you to get everything running smoothly. For immediate assistance, contact your Customer Success Manager with your test results and system details.
