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 are also supported
Restart your computer
Be 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 also verify manually:
Go to your browser settings
Navigate to 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
Switching browsers helps determine if the issue is browser-specific
Temporarily disable antivirus/firewall software
Some security tools may interfere with browser-based call systems
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.orgChecks if your mic, camera, and network are compatible with browser calls
Twilio Network Test
https://networktest.twilio.comEvaluates 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.