This article describes the troubleshooting steps you can perform with the Intermedia Unite desktop application prior to contacting support.

Basic Steps Guide

  1. Make sure the most recent version is installed. Always try to update the app to the latest version available before any troubleshooting.
  2. While the desktop app is not as sensible to network configuration as physical VoIP phones, most of the issues below can still be caused by network issues; consider trying another network. Even if there is no other ISP at your location, there is always a workaround: set up the cell phone as a Hotspot and connect the PC/Mac to the cellular network: 

    • iOS: Settings > Personal Hotspot
    • Android: Settings > Network > Hotspot & tethering or Settings > Hotspot Wi-Fi

      Note: the path and the options may vary depending on the Android UI.

  3. Check the Windows Permissions.
  4. Kill all the tasks associated with the application through the Task Manager and restart the app.
  5. Perform Logout and repeat Login to the application (if possible).
  6. Restart PC.
  7. Uninstall and reinstall the app.
  8. If the application fails to update on Windows or permanently asks for Admin credentials, please make sure it was installed for the particular Windows User, not All Users.
  9. In some cases, there might be a software (like antivirus, etc.) that will prevent Windows Registry modification. A solution would be to disable such software to allow required registry changes.
  10. Try to replicate the issue on another PC, virtual machine or on Intermedia Unite Mobile App.
  11. In case the problem is not solved, please contact support. Information to be collected:

Basic Network Troubleshooting

It is not normally necessary to make any adjustments to your home firewall.
By default, TCP ports 80 and 443 are open.

However, if you notice that basic step 2 (switching to another network) fixes the issue, the original local network (firewall configuration in most cases) needs troubleshooting.

We have a Full Router & Gateway List By Make/Model article with the commonly used devices, their compatibility and the configuration tips.

Note: Some firewall rules only allow for TCP traffic over port 443, make sure that all traffic can pass over this port.

Note: Some firewalls may also see TCP port 3478 being used for screen sharing. You will need to allow this port if you experience an error that screen sharing was blocked.

Note: To obtain full Intermedia Unite network information (including IP-addresses), please contact support. Common information on used ports can be obtained here

Checking WebRTC for audio-related and network issues

  • Applicable for issues with audio devices, QoS and no audio issues;
  • Check accessibility (and, to an extent, performance) of Microphone and Camera;
  • Check network connectivity and bandwidth;
  • We can use the external resource WebRTC Tester
  • If there is no audio on the desktop app, check the router configuration, particularly, there is a chance that "allow fragmented packets" feature can resolve the issue;
  • The Desktop App has its own integrated test which can be accessed by pressing Ctrl+Shift+Alt+Y. It can create a dump of logs (Create Dump > Download the PeerConnection…). This can help in escalation with audio-related issues. 

Collecting Client Logs

For more information, see Collecting Client Logs

Collecting logs from the application Settings page

To collect logs from the application itself:

  1. Open the application.
  2. Click on the Profile picture.
  3. Navigate to the Application Settings tab.
  4. Click on the Export logs to file button.

To gather the application version click on your Profile picture.

Collecting logs if the application does not start

If it is not possible to launch the application, you can collect logs and the application version manually.

Windows Application version

  1. Locate the Intermedia Unite shortcut
  2. Open the shortcut properties
  3. Click on Open File Location under the Shortcut tab
  4. Right-click on the actual .exe file to open properties
  5. Open the Details tab and collect the Product Version 

 Accessing the log files

  1. Open an Explorer window
  2. In the address bar, enter %appdata%, hit Enter, locate the Intermedia Unite folder, locate logs inside
  3. Collect all files in this folder.

Collecting Console logs:

  • Since the application is browser-based, Ctrl+Shift+Alt+D combination can be used to open the Dev console;
  • Console Tab contains SIP messages, which are very helpful in calls troubleshooting;
  • It’s generally a good idea to include the console dump when the case is investigated by Support, especially with call issues.
  1. Make sure the Intermedia Unite Desktop Application is open and then press Ctrl+Shift+Alt+D
  2. This will open up the Dev Tools.
  3. Click on the Console tab.
  4. Clear the logs by pressing Ctrl+L.
  5. Reproduce the issue
  6. Press Ctrl+A to select the new Console Logs and copy and paste into a Notepad file.
  7. Save as .txt

For a detailed overview of other commonly known issues, please refer to the following articles: