Troubleshooting Connection Issues

Sometimes connection issues within the platform are encountered that require some additional troubleshooting steps for instances where disconnects, time outs, lag, or other connection-related issues occur. This document is to help assist with troubleshooting these connection problems.


Checking your System

Check Roll20 System Recommendations.

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.

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 

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. 

  1. Log in to your router by typing your IP address into your browser
  2. Type in your router information (found on router)
  3. Go to Port Forwarding Tab
  4. 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
  5. 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.


Still Having Issues?

If you're still experiencing connection issues after going through these steps, please contact us directly and include the following information.

 

 

 

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