If you are seeing lagging audio, choppy video, delays in the connection, or other call quality issues, this guide will walk you step by step to help diagnose the issue and resolve the problem.

**COVID-19 NOTICE**
Video quality is NOT impacted by other users on Doxy.me at the same time. It is more likely that others on your Wifi and neighborhood stuck at home are watching Netflix and YouTube burdening your internet service provider (ISP) with traffic. As more people use the internet, it slows down speed for everyone https://www.nytimes.com/2020/03/26/business/coronavirus-internet-traffic-speed.html

ISP are known to throttle traffic during high congestion times. Netflix and YouTube have reduced their video quality to help reduce internet congestion. If you suspect your ISP is throttling your traffic, contact you internet service provider and ask them to not throttle traffic to Doxy.me because your are using it to provide a healthcare service. 

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Step 1. Understanding the Technology

Doxy.me is a peer-to-peer based system, which means when you connect to another person through audio and video, that data is being transmitted directly between those two peers and not through the Doxy.me system. The exception to this is when one (or more) of the participants are behind a firewall or secure network (like a hospital or broader corporate environment). If you think this might apply to you, see Section 4: firewalls and secure networks for further information on this case. This is an important contrast to other services like FaceTime, Skype, VSEE etc that have servers between you and the other participant. This is important to note, as if you can have a good quality call on one of those services, it doesn't mean you are set up ideally for a Doxy.me session.

As a peer-to-peer based technology these are some typical items to be aware of:

  1. Sometimes the audio and video will be choppy for the first minute or two as the connection is being established. This is normal. Usually, after a minute or two, the video connection will clear up.
  2. Also, make sure you or your participant don’t have concurrent internet connections taking up large amounts of bandwidth (examples: downloading large files, music, movies, several web pages open at the same time as trying to have a call, etc.)
  3. If you are on a slow internet connection, the video quality is limited by how fast your internet service can upload and download the video feed.
  4. If you have an older computer or if you have several programs open and running, sometimes the video card will have a hard time keeping up with the video rendering. It may help if you close unused desktop applications to free up computing power for the video call.
  5. Sometimes wireless networks can get really busy with internet traffic if you have a lot of people using the same router, we’ve found that connecting directly to your network with an ethernet cable can improve connections.
  6. Doxy.me was not built to have a connection with someone on the same local network (calling to a co-worker or family member in the next room, for example). If you tested the system like this and saw issues, please connect to someone in a remote location before following this guide further.
  7. Both you and the person/people you connect to could possibly be the reason for the poor quality. If you think it might be on their end, send them this page to help them resolve the issue.

Step 2. Pinpointing the Source of the Problem

There are 6 possible reasons the video or audio can be poor during the call. They are as follows:

  1. Internet Connection: having the ability to download and upload data at an appropriate level.
  2. Ability to have a webRTC call: this is the underlying technology of Doxy.me
  3. High latency in the network. The delay between when information is sent and the response is received on the internet.
  4. Device Processing Ability: the ability of the device (computer/phone) to encrypt/decrypt video and audio data, and display it on the device.
  5. The actual camera or mic: if the camera or mic is of poor quality, that will be the limiting factor in how high of quality you will see.
  6. Browser or Operating System software: if a system's software is out of date, it is possible to be missing needed software patches to perform optimally.

Ways to pinpoint the issue based on the above:

  1. Test your network speed here - for an HD quality call, you'll want approximately 2mb/s up and down. While the minimum needed speed in 750kb/s, that isn't enough for an HD quality call.
  2. Test your device's ability to have a webRTC call: https://test.webrtc.org/ - run the automated tests found on this page, and see if any of the tests fail. Note: a warning isn't usually a problem.
  3. To the network latency, run https://test.webrtc.org/?test_filter=Network - Important: keep the page in the forefront on your device and let the test run till completion; 3-4 minutes.
  4. Quit other programs running on the computer: any program not needed for the call should be close to see if the problem persists. A quick way to ensure this is to close all the programs and then restart the device.
  5. Camera/Mic quality: usually only applicable on older devices, but if needed, go out and buy a 720p webcam for $20 online.
  6. Software updates: most devices and browsers nowadays have automatic updates, but they do need a restart to take effect. Restart the program or computer if you haven't in a while.

Once you've gone through these steps, try having another call. If you see no improvement, it might be the person you are connecting to. Try someone else, or have the other person follow the steps in this guide.

Step 3. Resolving the Pinpointed Issue

Based on the tests above, we can now step through and resolve the issue, going from easiest to hardest.

If you see poor results on the network speed tests (1-3 above) follow these steps:

  1. Plug into the modem with an ethernet cable instead of using wifi. 
  2. Try a different network that you believe might be better than yours. Good quality networks can found in most public places, like Starbucks/McDonalds, the public library, etc. (Do not try wifi or MiFi hotspot devices. These can have issues or their own and shouldn't be trusted to fix network related issues).
  3. Call your internet service provider and let them know about the issue. If they tell you, your bandwidth is too low, you might need to upgrade the bandwidth connection. If they say it should be high enough, then the problem could be with your router or modem. You might need to get a new one if it's old.

If quitting other programs allowed you to have a good call, your computer might not be able to handle too many programs at once. Keep the applications running at one time on your computer to a minimum. 

Common ways to upgrade system and browser software:

  1. Windows
  2. Mac
  3. Chrome
  4. Firefox

Section 4: Extenuating Situations

In rare cases, the above doesn't solve the problems you see and there are some other issues that can be diagnosed and resolved.

Firewall and Secure Networks

If you are in a hospital or clinic with a network firewall, it's possible it is blocking access to websites or ports used by Doxy.me to make a successful call. Try running this test first: http://tokbox.com/tools/connectivity/

If any of the tests fail, you may need to talk to your IT team to 'whitelist' several services or ports Doxy.me uses to optimize call quality.

To ensure you can make a successful call please ask your network admin 'whitelist' the following:

api.tokbox.com and anvil.tokbox.com

doxy.me

*.doxy.me (api and all subdomains)

*.tokbox.com

doxyme-assets-production.s3-us-west-2.amazonaws.com (static assets)

access to ports 3478, 443 and UDP ports 1025-65535

static.opentok.com

*.pubnub.com

*.xirsys.com

xirsys.com


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