Pexip Cloud App Troubleshooting Guide (Web & Desktop)


This guide will provide information for the path to troubleshooting common issues with the clients across both web and desktop platforms. This is not intended to be a user guide and is not an exhaustive list of possible issues to troubleshoot.


Known Issues and Limitations

Before embarking on troubleshooting or raising a support request, it is recommend that you check to make sure the issue you are experiencing is not included in the lists of known issues and limitations. Please check the relevant list below:

Web and Desktop Known Issues and Limitations

Mobile Known Issues and Limitations

Limitations of Safari 11 and Edge Browsers


PC Specifications

A commonly overlooked area for issues with both web and desktop clients is the PC that is being used to run the clients. Video conferencing applications are resource intensive and there are minimum specifications for running both web and desktop clients on the PC.

Please see the below article which addresses the PC and network specifications:

PC and Network Requirements  


Best Practices for Video Conferencing

Video conferencing requires the RTP media streams to work in both directions without delay or interruption. If there are delays due to network congestion, packet shaping or bandwidth limitations then this will be evident in quality of the video and audio. Users may experience a break up of video and/or audio, lip sync issues or significant delays with content sharing.

Best practices for users recommends that they use a wired connection in preference to a wireless connection. Wireless access points are subject to interference, congestion and signal limitations which may require packet re-transmits for the client or host to receive data, this will directly impact on the quality of real-time media.

Check to ensure that your bandwidth settings on the client can be supported by the network you are using. Setting the client to use 'High' quality bandwidth settings when the network cannot support the connection bandwidth will result in degraded performance due to packet loss.

You may need to close other applications running at the same time free up system resources, this is particularly relevant if the users PC is similar in specification to minimum required specifications.



Poor Quality Video and Audio 

A common issue for new deployments and users is a poor experience due to degraded performance of video and audio. In the case that you have ruled out previously suggested areas to investigate being at fault it is recommend that you look at whether the media is being tunnelled over TCP port 443.

Please see the following article for information on investigating tunnelled media:

Call Degradation and Tunnelled Media


White Listed Domains

In the event that you are unable to connect to the Pexip service at all via web or desktop you may need to look at network proxies and firewalls. In this scenario you will need to engage your network administrator to assist with changing the rules to accomodate with connectivity.

If you are running an internet proxy in your environment then the following articles address the requirements for proxies and whitelisting Pexip calling domains.

Whitelist domains - Firewall, Proxies and Group Policies


Unable to Access Camera or Microphone

One of the most common issues with any video conference client is the sharing of camera and microphone resources. This has largely become less of an issue, however it still occurs on some operating systems, particularly those running older builds.

In most instances this can be resolved by closing any other video client running on the machine such as Skype for Business.

Users may need to directly changes settings on their machines to ensure that audio and video device drivers are not disabled or are not showing conflict errors.

This issue sometimes requires a reboot of the machine to release the access to the drivers.

The below link is a WebRTC test site that is helpful for troubleshooting many issues related to this technology:


Log Files

In some cases you may be required to provide log files to support for further investigation of your issues. Please see the following articles for how to obtain this information:

Obtaining Desktop Logfiles 



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