Key point — Most call issues (no audio, dropped calls, mic not detected) resolve by clearing cache, allowing microphone permissions, and disabling browser extensions. Run WebRTC and Twilio diagnostics if basic steps fail.
Symptoms this covers
- Calls not connecting
- No audio in either direction
- Microphone not detected
- Lag, dropped calls, or poor call quality
Step 1: Quick fixes
- Clear browser cache and cookies
- Log out and back in
- Try a different browser (Chrome recommended, Firefox or Edge as backup)
- Restart your computer
Step 2: Check permissions and audio
- Microphone permissions — browser settings > Privacy & Security > Site Settings > Microphone. Ensure 8020REI is set to "Allow"
- External devices — verify headset/mic is connected and selected as the active input/output in system audio settings
Step 3: Browser and security settings
- Disable browser extensions (especially ad blockers and screen recorders)
- Temporarily disable antivirus/firewall software — some interfere with browser-based calls
- Try a completely different browser to isolate the issue
Step 4: Run diagnostics
- WebRTC test: test.webrtc.org — checks mic, camera, and network compatibility
- Twilio test: networktest.twilio.com — evaluates latency, bandwidth, and firewall settings
Step 5: Network check
- Restart your router/modem
- Use Ethernet instead of Wi-Fi if possible
- Run a speed test to confirm stable bandwidth
Still not working?
Email support@8020rei.com with: issue description, browser and OS, WebRTC and Twilio test results, and a screenshot or video. Include your CSM for faster escalation.
