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signalapp / Signal-Desktop

A private messenger for Windows, macOS, and Linux.
https://signal.org/download
GNU Affero General Public License v3.0
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Problem with video calls on desktop #4842

Open xMelmothx opened 3 years ago

xMelmothx commented 3 years ago

Hi,

I was about to implement Signal as communication tool in my organization, however during test phase we encountered quite significant issue with the desktop app.

While on mobile calls/video calls work smoothly, making calls via desktop app seems impossible. Here's what happens:

  1. User A tries to connect with user B via phone/video call using desktop app.
  2. Dialing window is displayed, connection seems to be in progress.
  3. Meanwhile user B (logged on both - mobile & desktop app) does not recieve any notification of user B trying to reach him.
  4. User A hangs up and almost instantly, user B receives information about missed call from user A.

Same problem occurs when user B is trying to call user A. There's no VPN on any side, both users are using macOS (High Sierra & Big Sur).

Any idea how to resolve this issue would be appreciated.

gurugeek commented 3 years ago

same issue here with big sour 11.1 latest desktop version: no calls can be received or made from the desktop client.

EvanHahn-Signal commented 3 years ago

Thanks for reporting. Here are some things that would be helpful for us:

  1. We cannot fix bugs like this without debug logs. Could we get the debug logs from both User A and User B? You can find them by going to View → Debug Logs.
  2. Do users see call notifications on their mobile devices? It should ring everywhere, not just on Desktop. If they're missing on mobile, too, it'd be useful to see those debug logs.
gurugeek commented 3 years ago

Hello and thanks for the prompt reply. Debug log enclosed

  1. the rest of the behaviour is as explained by @xMelmothx

User A tries to connect with user B via phone/video call using desktop app. Dialing window is displayed, connection seems to be in progress. Meanwhile user B (logged on both - mobile & desktop app) does not recieve any notification of user B trying to reach him. User A hangs up and almost instantly, user B receives information about missed call from user A.

so it doesn't ring anywhere if the call is initiated by the desktop. I don't think is an app problem as all works fine there (calls initiated by the app do ring on user B app but just not on desktop).

debug.txt

xMelmothx commented 3 years ago

Hi @EvanHahn-Signal,

thanks for looking into this. You can find user A debug log here: https://debuglogs.org/0a54212e9cebb2f76b4eef9593a439e0890422fbb9ac831622e803a9864a2e87 I will submit user B log tomorrow. Regarding your second question, it is exactly as @gurugeek mentioned, if call is launched using desktop app, recipient does not see it on any device (until person calling hangs up).

Hierosme commented 3 years ago

Look like a very common trouble in VoIP, where the Signalitic work (recive or send events) but Firewall drop Media ports.

I recommand to check if the firewall match with Signal requirements.

Especially the Random Range UDP (call media port) https://support.signal.org/hc/en-us/articles/360007320291-Firewall-and-Internet-settings

Regards

gurugeek commented 3 years ago

@Hierosme none of these issues seems to be applicable. I did see the QR code etc. this is not a fancy configuration but the desktop client used out of the box in mac os x big sour. It is clearly a bug of the desktop client and not depending on settings.

xMelmothx commented 3 years ago

@EvanHahn-Signal,

please find user B debug log under following link: https://debuglogs.org/41bdc8f32ad97c38568831be0cd3a6f7005ca052b9e2d3cb0ebdee75c39b5055

@Hierosme

thanks for your suggestion, although in case of both users, OS firewall was disabled. Is it possible to somehow check it (e.g. using terminal) network firewall settings? I would like to make sure that is the issue before I start sending request to network providers.

Hierosme commented 3 years ago

@xMelmothx i was thinking about you Modem/Router Firewall NAT / TNAT trouble, nothing related with OSFirewall. In general it consit to be sure about no paquet have been drop arround you Modem/Router/Firewall.

In addition verify theT-NAT setting, to be sure if the firewall allow dinamyc rules creation, or if that allow for the good network .

But as mensioned @gurugeek it look to have a true trouble.

Regards

xMelmothx commented 3 years ago

@Hierosme,

we have tested it with another user (different mac, different network), result is the same, therefore I begin to doubt it is related to firewall settings. Although if it is the root cause, If every user has to manually configure router to make the app works, it disqualifies Signal as common communication tool IMHO.

oliszymanski commented 3 years ago

Not sure if only I'm having this issue, but when Im calling somebody, their phone won't ring at all. Is there something in the settings that I need to change, or is it a bug?

Regards

EvanHahn-Signal commented 3 years ago

This is likely a bug that we're aware of. Sorry you're running into it.

gurugeek commented 3 years ago

Just for reference this problem is solved for me in Signal v1.40.1 Mac OS version running Big Sour.

kishor2010 commented 3 years ago

Look like a very common trouble in VoIP, where the Signalitic work (recive or send events) but Firewall drop Media ports.

I recommand to check if the firewall match with Signal requirements.

Especially the Random Range UDP (call media port) https://support.signal.org/hc/en-us/articles/360007320291-Firewall-and-Internet-settings

Regards

can you please confirm which standard port number should be open to fix this issue..?

Hierosme commented 3 years ago

I suppose you speack about ""Especially the Random Range UDP (call media port)"" Then two way communication via real time protocole (RTP) are in general a big range port like 10000 to 40000 UDP

You found teh rest of port list here: https://support.signal.org/hc/en-us/articles/360007320291-Firewall-and-Internet-settings

Regards

kishor2010 commented 3 years ago

I suppose you speack about ""Especially the Random Range UDP (call media port)"" Then two way communication via real time protocole (RTP) are in general a big range port like 10000 to 40000 UDP

You found teh rest of port list here: https://support.signal.org/hc/en-us/articles/360007320291-Firewall-and-Internet-settings

Regards

@Hierosme I have read the article but it it is not mention specific UDP port number which need to be open, if you have the details kindly provide the same, so I will inform to my network team for Allow the specific port to respected workstations.