Sametime Premium 12.0.2.FP2 has been installed, everything works correctly on the internal network, but when users log in via the Internet, neither audio nor video works.
Hi Carlos,
Usually this can be one of several reasons:
1) The video port is not reachable from the internet (If you use Docker it is UDP Port 10,000, and Kubernetes it is UDP port 30,000).
https://opensource.hcltechsw.com/sametime-doc/v1202/admin/network_planning.html
2) Either the server or the users cannot reach google's STUN servers on port 19302.
https://opensource.hcltechsw.com/sametime-doc/v1202/admin/session_traversal_utilities.html
You are welcome to open a case as well if problems continue.
Thanks,
Casey
Carlos, here is another URL that has some network examples including internet.
https://opensource.hcltechsw.com/sametime-doc/v1202/admin/topology_premium.html
I assume you already verified the firewall settings and UDP 10000 (Docker) or UDP 30000 (Kubernetes) are available.
If enduser firewall blocks those ports, one needs to implement TURN (e.g. coturn server) and configure it to with certificates to port 443.
Other than that, you should collect client logs (chrome://webrtc-internals) and open a case with HCL support. It could be a problem with STUN and the wrong IP addresses will be provided to the client and can't connect. In this case, maybe you have a look, if the client tries to send to the Sametime server on the mentioned IP port. Use Wireshark or tcpdump.
Thank you very much.
Everything is working fine now.
The problem was that the external firewall was blocking the UDP 10000 port.
Sametime premium is a great software
Hi.
Thanks for sharing.
Would you mind please marking any of the responses (as all are valid; I'd suggest to mark the first one from @Casey Toole ) as the Solution?
Regards,
Elvis