Softphone - Closed Websocket Troubleshooting

Issue: “WebSocket abrupt disconnection”

This error message comes from console logs on the user's browser (within DevTools->Console).

This error means that the internet connection was interrupted while the Softphone was running.

Steps for End-Users

1. Improve the connection

✅ If on Wi-Fi:

• Move closer to your router.
• Avoid crowded public Wi-Fi.
• Disconnect unused devices from Wi-Fi.

✅ If possible:

• Switch to a wired Ethernet cable for more stability.

2. Restart your network

• Restart your Wi-Fi router / modem (at home).
• In the office, ask IT before restarting shared equipment.

3. Reduce background usage

• Pause large downloads, video streaming, or cloud sync while on calls.

4. Try another network

• If available, test with mobile hotspot or another Wi-Fi.
• If the issue disappears, it confirms your primary network is unstable.

🖥 For Local IT Teams

If users keep experiencing disconnects:

• Check firewall/proxy rules – WebSockets must remain open.
• Ensure required ports for Softphone are not blocked.
• Test the network for packet loss / high latency.
• Verify DHCP/IP lease times don’t cause mid-call IP changes.