Genesys Cloud - Main

Hi Folks,

In many instances we have observed one way audio issue where no audio comes from agent end and in logs we see bellow:

directory/:270 [streaming-client] IceCandidateError {errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: '******************', sessionId: '*****************', …}

Do you know how to fix this ? Our setup as below

All HTTPS traffic goes via proxy..no issues there, all web functionalities works fine.

All UDP/Media goes though firewall, we have all the necessary rules in firewall , from user network to Genesys CIDR on port 3478,and the UDP range for media and to google stun as well in port 19302.

For VPN , traffic goes via split tunnel  directly to internet.

Could you please suggest how to fix the issue or is there any setting can be enabled as a workaround in genesys ?

Support always says you have network issue but in vast network they don't say probable pin points to be checked .

Thanks in Advance,

Rajdeep

HI Rajdeep, 

As per your description, it seems some firewall rules are not good from source to destination. I am guessing, issue will be with handful of users with given error. 

You can utilize WebRTC tool along with "Network Assessment Tool" while checking the network. WireShark logs can help you to dig further where packet is dropping. ICEerror are always related to connection break of WebRTC phone. 

Hi Prakash,

Can you please elaborate what you mean by bad firewall rules ?

Thanks,

Rajdeep