Networking and Firewall Issues
Tuple needs to be able to access various resources. If you are using a VPN, or have a particularly strict firewall, Tuple may appear degraded. Please verify that Tuple has access to the following:
1. Tuple API Backend
Tuple needs to be able to access to our API for authentication and user list population. Please verify Tuple can access:
2. TURN Relay Servers
When it's not possible to obtain a peer-to-peer connection through local or public networks, Tuple uses Twilio to route media data through TURN servers. Please verify Tuple can access:
3. Signaling servers
Tuple uses signaling to facilitate the initiation of calls between peers and to provide availability (active/inactive/busy) status updates to clients. Please verify Tuple can access:
4. STUN servers
Tuple uses STUN to obtain a peer-to-peer connection through local or public networks. Please verify Tuple can access:
5. Background updates, Logs, Analytics, and Crash reporting
When it can, Tuple tries to do background app updates. Tuple also monitors certain events and analytics data in order to constantly improve performance. Please verify Tuple can access:
Tuple is stuck "Connecting..."
- Confirm that you have latest version of Tuple.
- Confirm that Tuple has access to the Tuple API Backend (listed above)
- Restart your computer. This can fix issues with a system macOS service that can get into a bad state unrelated to Tuple.
- If restarting did not fix the issue, run a process sample of Tuple while the issue is happening by opening Activity Monitor, double clicking on Tuple, and clicking "Sample" in the bottom left and send that to us at email@example.com.
VPN and Firewall Related Lag
Tuple calls are peer-to-peer connections, and some VPN's can cause network traffic to be routed through the internet very inefficiently. Please ensure your VPN settings do not cause this:
- Pick a VPN endpoint that is in a more local geographic location to the participants on the call.
- Ensure that the VPN is allowing UDP traffic.
- Update your Firewall to bypass SSL decryption will prevent unnecessary added lag.