Knowledgebase
WiFi Support
Posted by Brett Moser on 26 November 2013 12:42 PM

ESChat, running on Android and iOS devices, works over most WiFi data networks, however care must be used when enabling WiFi.

The configuration of some WiFi networks may prevent ESChat from operating properly.  SLA recommends against enabling WiFi if you answer 'yes' to any of the following questions :

  1. Do you expect the ESChat service to work while your ESChat users frequently move in and out of public locations that have free WiFi (hotels, coffee shops, airports, etc.) ?
  2. Do you expect the ESChat service to work while your ESChat users frequently move between many private locations (homes, offices, etc) with different WiFi owners?

However, WiFi operation will be successful if you can answer yes to any of the following questions:

  1. Are the set of WiFi access points your ESChat devices are allowed to access controlled via an Mobile Device Manager (MDM)?
  2. Do you expect the ESChat service to work only while the user is in known WiFi systems that can be pre-configured and tested?

Some impaired ESChat operation due to the device enabling WiFi operation includes:

  • No audio received while on an ESChat call.
  • Cannot reliably receive an ESChat call.

If you experience server connection issues while on Wi-Fi, please test by disabling Wi-Fi and verify that ESchat connects.If you are able to connect with Wi-Fi disabled the issue may be with settings with your Wi-Fi firewall.

This error screen is common when Wi-Fi settings are blocking the ESchat connection:

 


Firewall troubleshooting can be found here

If issues continue please contact support, contact info can be found here

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