Connection issues within the platform that are encountered may require some additional troubleshooting steps. Particularly where disconnects, time outs, or other connection-related issues occur. This document is to help assist with troubleshooting these connection problems.
Checking your System
Note: Chrome and Firefox are the only browsers that Roll20 supports. While other browsers may use Chromium or some variant, we cannot guarantee their functionality given differences in implementation.
Perform a speed test
The VTT itself is relatively lightweight from a bandwidth perspective, common actions such as sending a chat message or moving a token require little data compared to downloading images or streaming audio/video.
Majority of issues tend to relate to latency, which effects how quickly data is sent and received during gameplay. If you are located far away, or have a slow connection, you may experience latency or delays of several seconds.
You can check the performance of your network connection via a speed test here: speedtest.net.
Set up Domain Name System (DNS)
The DNS acts like a phonebook when you're visiting a website. During your visit, your browser submits a request to scan for IP address on that site. Check if your DNS is configured to allow connection to Roll20's firebase. You can set up your DNS here: Google Public DNS
Disable Virtual Private Networks (VPN)
A VPN is what provides online privacy by securing data. In some cases, a VPN can block access to certain websites. You can disable this in your Network and Internet Settings or VPN settings app.
Checking your Router
Your router is responsible for sending internet connection to your devices. It also acts like a barrier, used for security purposes that may block certain services coming from the internet. This barrier has some preconfigured "doors" (ports) that are open to allow accessibility through the internet. Some of these doors, however, are closed and must be opened (via port forwarding) in order to allow services/programs access to your computer.
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.
- 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
- Check if you're connected at portchecktool.com
Ports for non-WebRTC
We utilize standard http and https ports (80 and 443).
Checking your Internet Service Provider (ISP)
Your internet provider may also have potential limitations that may be related to your plan or location. This includes regional interceptions, local connection disruption or site blocks. We recommend contacting your ISP to check if there are current or local connection issues with their system.
Note: When contacting your ISP, make sure that they know that the application you are using runs entirely within your browser.
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.
Still Having Issues?
If you're still experiencing connection issues after going through these steps, please contact us directly and include the following information.
- Console Log
- Speed Test
- Get your test here: Speed Test Results
- It's recommended that you have a minimum of 10 megabits per second (not megabytes) to run Roll20.