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Troubleshoot voice and video call issues - AWS Wickr
Before you beginCommon call issuesCollect information for your administrator

This guide provides documentation for AWS Wickr. For Wickr Enterprise, which is the on-premises version of Wickr, see Enterprise Administration Guide.

Troubleshoot voice and video call issues

This section helps you troubleshoot common voice and video call issues with AWS Wickr. Most call quality and connectivity problems are caused by network configuration. If the steps below don't resolve your issue, contact your Wickr network administrator.

Before you begin

Verify the following before troubleshooting:

  • You are using the correct Wickr product for your organization: AWS Wickr, AWS WickrGov (GovCloud), or Wickr Enterprise (self-hosted). Ask your administrator if you're not sure.

  • You are running a supported client version. To check, open Wickr and choose Settings, About. To update, see Check for updates.

  • Your device meets system requirements.

  • Your internet connection is active.

Common call issues

Calls fail to connect

If calls fail to connect or drop immediately, the most common cause is your network blocking the required traffic.

To determine if the issue is your network

  1. Disconnect from your corporate WiFi or VPN.

  2. Connect to cellular data (mobile) or a non-corporate network.

  3. Try the call again.

  • If the call works on cellular data but not corporate WiFi — Your corporate network is blocking Wickr traffic. Contact your network administrator and share the Wickr network requirements.

  • If the call fails on all networks — The issue may be with the Wickr service. Collect logs and contact your administrator. See Collect information for your administrator.

Test TCP calling (diagnostic)

Wickr uses UDP for voice and video calls by default. If UDP is blocked by your network, you can test with TCP as a diagnostic step.

To enable TCP calling

  1. Open Wickr and choose Settings.

  2. Choose Calling.

  3. Enable TCP calling.

  4. Try the call again.

If the call succeeds with TCP enabled, UDP traffic is blocked by your network firewall. Contact your network administrator to allowlist the UDP ports listed in the network requirements.

Note

TCP calling is a diagnostic tool, not a permanent solution. Call quality is reduced when using TCP. Work with your network administrator to enable UDP for optimal performance.

Poor call quality (choppy audio, frozen video)

Poor call quality is typically caused by network bandwidth or latency issues.

  • Test on a different network. If quality improves on cellular data or a home network, the issue is your corporate network bandwidth or configuration.

  • Reduce participants. Group calls with many participants require more bandwidth. Try a 1:1 call to isolate the issue.

  • Disable video. If audio works but video is poor, your available bandwidth may be insufficient for video. Try an audio-only call.

  • Check your headset or microphone. If others can hear you but you sound distorted, try a different audio device. Update your audio drivers if on desktop.

Collect information for your administrator

If the issue persists after the steps above and occurs on all networks, collect the following information for your administrator or AWS Support:

  • Call type: 1:1, group, or room

  • Number of participants

  • Date and time of the failed call

  • Your device model and operating system version

  • Wickr client version

  • Whether the issue occurs on cellular data, corporate WiFi, or both

  • Client logs (see Collect logs for your administrator)