Nye uses VoIP technology (Voice over Internet Protocol) to deliver voice and video communications over the internet. This means that calls are dependent on a stable wifi or data signal to be successful.

If you get an error message, then the first thing we recommend you do is run a Twilio connectivity and internet speed test for us by clicking here. What you're looking for is a FAIL status to help diagnose what the issue may be. It's a lot of technical speak so we've decoded it for you. If you have any questions as you read along click the blue chat circle and we'd be happy to help.

If Voice: Bandwidth fail then that lets us know that your local connection isn't strong enough. We recommend:

  • Thinking about if anything has changed since you last used Nye. Are more people at home and using the bandwidth? If so, you'll need to ask them to stop or consider an alternative.

  • Checking to see if other members of your team struggling with the wifi. This could be a broader issue. If that's the case, then unplugging the router, wait 5 minutes and restart it.

If NTS: TURN UDP Connectivity or NTS: TURN TCP Connectivity fails then that means the firewall setting is blocking you to use Nye. This is rare but can occur when IT teams make changes to the infrastructure while you're away from your desk. You'll need to contact them directly to confirm that the below network requirements are neither blocked by a local firewall or a proxy server.

Protocol

Source IP

Source Port

Destination

Destination Port

TCP

ANY

ANY

chunderw-gll.twilio.com

443

TCP

ANY

ANY

chunderw-vpc-gll.twilio.com

443

TCP

ANY

ANY

chunderw-vpc-gll-ie1.twilio.com

443

TCP

ANY

ANY

eventgw.twilio.com

443

If none of these work for you, then please click the blue chat circle or send us an email at hello@nye.health. We're here to help you. It's helpful to share with us:

  • What device are you using (laptop, tablet, smartphone)?

  • Are you using wifi or mobile data? At work or at home?

  • Has anything changed since you last used Nye?

In the meantime, you can use weare.nye.health your smartphone if you have one handy. Make sure you are using mobile data and that your signal is strong. This can test can also confirm that it is isolated to your local network connection rather than Nye or your account.

Did this answer your question?