Network troubleshooting
Video call firewall troubleshooting
When the Meeto page loads but a call cannot connect, the cause may be a blocked real-time media route rather than the browser page itself. Use this checklist to isolate the symptom and give your network administrator useful evidence.
Troubleshoot a blocked video call in five steps
- Observe the failure point. Note whether meeto.me loads, whether the lobby can see your devices and whether the failure occurs only when you join the room.
- Check local access. Use a current Chrome, Edge, Firefox or Safari browser, allow device permissions when needed and close another camera or microphone app.
- Compare an approved route. If policy permits, try the same room from a home connection or phone hotspot. Do not use an unapproved route to handle sensitive work.
- Ask for a policy review. A VPN, proxy or firewall can block WebRTC media. Give the administrator the exact hostname, browser and time instead of changing security controls yourself.
- Report the evidence. Include the symptom and whether a permitted second network changed it. Keep private room links, access tokens and meeting content out of the report.
If the device itself is blocked, follow the camera and microphone guide. If the lobby and devices work but the call still fails, continue with the network checks below.
Use the symptom to choose the next check
| Symptom | Likely next check |
|---|---|
| Page does not load | Check DNS, HTTPS filtering, browser extensions and the organisation's access policy. |
| Page loads, device permission is blocked | Review the browser and operating-system camera or microphone permission for meeto.me. |
| Lobby loads, join or media fails | Compare an approved network and ask the administrator to review WebRTC or TURN routing. |
| Audio or video drops after joining | Record the approximate time, whether all participants are affected and whether the route uses a VPN or proxy. |
A second-network test is a diagnostic comparison, not a guarantee that every corporate policy is wrong. A home or hotspot route can succeed while an organisation correctly restricts real-time media.
Give a network administrator a safe handoff
Include
Browser and version, operating system, approximate time, exact failure step, whether the lobby loaded and whether a permitted second network changed the result.
Ask for
A review of the approved browser WebRTC and TURN route for the Meeto hostname, plus any proxy or VPN policy that applies to real-time media.
Keep private
Do not send a room secret, booking token, recording URL, password, participant list or meeting content. Support can investigate the symptom without private access data.
After the administrator changes an approved policy, retest with two participants: check lobby access, microphone, camera, screen sharing and a short reconnect. If the issue remains, contact support@meeto.me with the safe symptom report.
Frequently asked questions
Why does the Meeto page load but the call cannot connect?
The page uses ordinary HTTPS, while a call also needs a real-time WebRTC path to the meeting infrastructure. A corporate firewall, proxy, VPN or blocked UDP path can prevent that media connection even when the website itself loads.
Should I open specific firewall ports for Meeto?
Do not guess at a port allowlist from a generic video-call article. Ask your network administrator to review the browser's WebRTC and TURN policy for the organisation's approved route, then test the exact Meeto hostname and browser.
Does disabling a VPN fix a video call?
It can reveal whether the VPN route is involved, but only disable or change a VPN when your organisation allows it. A successful home or hotspot test should be reported to the administrator rather than used to weaken company security controls.
What information should I send to support?
Send the browser name and version, operating system, approximate time, whether the lobby loaded, whether camera or microphone checks passed, the failure symptom and whether a permitted second network changed the result. Never include passwords, host secrets, recordings or private meeting links.
Try your first browser meeting
Create a room, share the link and invite someone to join you.