Many connection issues such as disconnect messages, sudden connection loss, time outs, unexpected logouts, can typically be resolved with a few steps. The steps below are intended to provide a starting point to resolving these problems quickly.
Step 1 - Use a supported browser
Roll20 officially only supports Google Chrome and Mozilla Firefox. If you are using another browser (even one that uses Chromium) please switch to another browser and try again.
Further, ensure that your browser is fully up to date. You can check the latest versions for browsers below:
- Current Google Chrome Version (Developer Blog)
- Current Mozilla Firefox Version (Release Notes)
Step 2 - Reset Your Roll20 Login Session
Occasionally, old or corrupted data can cause unexpected disconnects or fail authentication.
- Log out of Roll20
- Wait ~15 minutes
- During this time, clear your browser's cache and cookies
- Visit: https://app.roll20.net/sessions/destroy
- Log in to Roll20 Manually (Do not use auto-fill from your password tool).
If the issue stops here, you are all set!
Step 3 - Check for Browser Interference
Roll20 operates on the cutting edge of browser technology to offer its features and as a result is very sensitive to browser addons/extensions. Different addons/extensions and security tools on your browser could be blocking background connections required for Roll20 to function.
- Disable all browser addons/extensions. Especially ad blockers, privacy tools, and script blockers.
- Temporarily disable your antivirus/firewall
- Test with Incognito (Chrome)/Private Browsing (Firefox) modes
If this resolves the issue, then re-enable your addons/extensions one by one to find the culprit.
Step 4 - Try a Different Browser
Switch between Chrome and Firefox. Make sure that the browser is fully up to date.
If the issue is only persisting in one of the browsers, this usually points to a browser specific setting or configuration that is interfering.
Step 5 - Run a Speed Test
Roll20 performs best with a stable network. While it may not be obvious from general internet browsing, packet loss and latency can cause disconnects during real-time play on Roll20 servers.
Perform a speed test at https://speedtest.net
It's recommended that you have a minimum of 10 megabits per second (not megabytes) to run Roll20.
Step 6 - Test Your Network
Connection issues can happen at a variety of points in the communication chain from your device to Roll20 servers. The following steps will help narrow down where in the connection the issue could be arising from.
- Restart your router/modem (unplug for 5-10 minutes) to obtain a reissued IP Address.
- Check your port forwarding at https://www.portchecktool.com/
- Roll20 utilizes standard http and https ports (80 and 443)
- If the tests come back unsuccessful, please see the Port Forwarding section at the bottom of this article.
- Toggle your VPN/Proxy service. If you have one, try disabling it. If you are not using one, try testing with one enabled.
- Different geolocations and ISPs can have various blocks or restrictions on traffic, so your results may vary when it comes to VPNs.
- Try connecting to a Mobile Hotspot or connecting to a different network if available. Testing with Ethernet instead of Wi-Fi can also help in some circumstances.
If Roll20 seems to start working when trying these steps then it indicates that there is a configuration issues elsewhere in the network that may need to be addressed. If this is on the ISP level it may be necessary to contact them directly for further support.
Step 7 - Check your DNS Settings
DNS (Domain Name System) is an address book for the internet. It is how your browser and device is able to locate Roll20's servers and those of the services we utilize. If you are still encountering problems, we recommend trying one of the following DNS services.
- Google DNS: 8.8.8.8 / 8.8.4.4 | Configuration Instructions
- Cloudflare DNS: 1.1.1.1 / 1.0.0.1 | Configuration Instructions
After changing your DNS, restart your browser and system and then re-test Roll20.
Step 8 - Reaching out to Support
If your problem is persisting, the following info is incredible helpful for our team to be able to log your issue and attempt to help with further troubleshooting. We can't promise that we can fully resolve every issue, but we'll do our best!
When reaching out to support, please be sure to provide the following information to the best of your ability:
- A description of the issue
- If there were any patterns that you noticed (For example: it happens after 10 minutes or it happens when taking a specific action or series of actions)
- What steps you already tried
- Your browser name and version
- Results from your speed test
Once you have that information, please contact our support team through our web form here: Tech Assistance Webform
Special Considerations for Video Chat
Voice and video chat is the part of Roll20 most-affected by your network connection. It is recommended that each player using video chat has at least 250 Kb/s of downstream bandwidth, as well as at least 250 Kb/s of upload bandwidth for broadcasting video to the group.
If you or your players are experiencing issues, please check our Video and Voice Chat troubleshooting steps for potential resolutions.
If troubleshooting steps have not improved the situation in your game, you may consider using another dedicated voice and video service. Many users have reported good performance with Discord, Skype, whereby.com, and others.
Port Forwarding Steps
Port forwarding allows computers over the internet to connect to a particular service within a private network. Your router may need to be configured to know where to forward the request for certain ports.
Note: Routers, manufacturers, and services can all be organized very differently. The steps below provide a rough outline that should ideally work in most cases. However, you may need to consult specific information about your system or network devices for more exact workflows.
- Log in to your router by typing your IP address into your browser
- Type in your router information (found on router)
- Go to Port Forwarding Tab
- Name the device and enter the port number (usually choose TCP/UDP or both in Protocol section)
- Make sure your are selecting the correct IP address for connection
- Re-check if you're connected at portchecktool.com