---
title: "Troubleshooting Gong dialer network and connectivity issues"
slug: "troubleshooting-gong-dialer-network-and-connectivity-issues"
updated: 2026-01-06T14:28:45Z
published: 2026-01-06T14:28:45Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Gong dialer network and connectivity issues

> **Who can use this**: Tech admin, Business admin
> 
> **Available on**: Gong Engage

Running the [Twilio network test](https://networktest.twilio.com/?usenewvoiceips=true) helps verify that your connection meets the necessary requirements and shows you any potential issues with your connection. This test checks your network bandwidth, open ports, browser compatibility, microphone, and speaker functionality, ensuring a stable call setup.

The network test results are divided into two main sections:

- **WebRTC Diagnostics:** Shows connection metrics.
- **Log Output:** Provides detailed connection logs.

This information assists in identifying any connectivity issues that could impact call quality.

## Twilio WebRTC Diagnostics

Use the WebRTC Diagnostics section to see Pass or Fail diagnostics. If you get any red Fail messages (particularly with UDP, TLS, or TCP), this may mean you have network issues.

If you’re making calls from an office, these errors happen because something is being blocked. Check that your company has opened the ports and allowlist IPs and domains. If you’re working from a home network, make sure your setup or home router isn’t blocking ports. You may need to investigate your network further.

Any of the tests below **Voice: Test call using Opus** can be ignored.

## Log Output

You can use the Log Output section for various audits. Some checks you can use to improve your connection:

- **Color indicators**: Logs in green are successful; red indicates an issue.
- **Make sure the following logs appear in green. If they’re red, this can indicate a problem:**
  - **Successfully established a UDP connection to Twilio in ___ ms**
  - **Successfully established a TCP connection to Twilio in ___ ms**
  - **Successfully established a TLS connection to Twilio in ___ ms**
- **Bandwidth**: Passes should exceed the minimum threshold shown, as these represent the lowest stable levels.
- **Endpoint region**: Check that the connection is correct for your location. While Twilio decides the best route to take, VPNs might misdirect this (for example, connecting from Germany but routing to a U.S. endpoint). Regions should be one of the following: au1, br1, de1, ie1, jp1, sg1, us1. For more information about regions from Twilio, see [Legacy Regions](https://www.twilio.com/docs/global-infrastructure/edge-locations/legacy-regions).
- **RTT (Round Trip Time)**: Aim for 150ms or less.
- **Jitter**: Should remain under 20ms for smooth calls.
- **Packet loss**: Even a 1% loss impacts call stability.

If you get the error **Group Room failed: No stats were able to be recorded**, you can ignore it.

A team member who manages and configures the Gong platform and handles CRM integrations, user provisioning, permissions, and system settings. [Find my Tech admin](/v1/docs/find-your-technical-or-business-admin).

A team member who manages the business entities in Gong, such as deal and forecast boards. [Find my Business admin](/v1/docs/find-your-technical-or-business-admin).

Gong’s AI-driven sales engagement solution that helps sales teams prioritize, personalize, and automate outreach activities to accelerate their pipelines. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats).