> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting bad call quality issues

> Diagnose and resolve poor audio quality, dropped calls, and other voice issues in the HoopAI platform.

When you experience bad call quality in the HoopAI platform — such as choppy audio, echo, dropped calls, or one-way audio — there are several common causes and fixes you can work through.

***

## Common call quality symptoms

| Symptom                 | Likely cause                                       |
| ----------------------- | -------------------------------------------------- |
| Choppy or robotic audio | Low bandwidth or high network congestion           |
| One-way audio           | Firewall or NAT blocking media traffic             |
| Echo or feedback        | Speaker volume too high or microphone sensitivity  |
| Dropped calls           | Unstable internet connection or Wi-Fi interference |
| High latency or delay   | Geographic distance to server, network congestion  |
| Static or crackling     | Hardware issues with headset or microphone         |

***

## Step 1: Check your internet connection

<Steps>
  <Step title="Run a speed test">
    Use a service like [speedtest.net](https://www.speedtest.net) to measure your connection. VoIP calls typically require at least **100 Kbps upload and download** per concurrent call, though **1 Mbps or higher** is recommended for consistent quality.
  </Step>

  <Step title="Check for packet loss and jitter">
    Packet loss above **1%** or jitter above **30ms** can degrade call quality significantly. Run a network diagnostic tool or ping test to measure these values.
  </Step>

  <Step title="Use a wired connection">
    Wi-Fi introduces latency and packet loss. If possible, connect your computer directly to your router using an Ethernet cable.
  </Step>
</Steps>

<Tip>
  If you are on a shared network, other devices streaming video or downloading large files can consume bandwidth and reduce call quality.
</Tip>

***

## Step 2: Check your audio hardware

<Steps>
  <Step title="Test your headset or microphone">
    Use your operating system's sound settings to verify your microphone and speakers are working correctly. Record a short test clip and play it back.
  </Step>

  <Step title="Avoid using built-in laptop speakers">
    Built-in speakers and microphones often cause echo. Use a dedicated headset with a built-in microphone for the best results.
  </Step>

  <Step title="Check for driver updates">
    Outdated audio drivers can cause static, crackling, or dropped audio. Update your audio drivers through your device manufacturer's website.
  </Step>
</Steps>

***

## Step 3: Review browser and application settings

<Steps>
  <Step title="Grant microphone permissions">
    Ensure your browser has permission to access your microphone. Check the browser's site permissions for the Hoop application.
  </Step>

  <Step title="Close unnecessary tabs and applications">
    Other browser tabs or applications using your microphone or consuming CPU resources can interfere with call quality.
  </Step>

  <Step title="Clear browser cache">
    A corrupted cache can cause unexpected behavior. Clear your browser cache and reload the Hoop application.
  </Step>

  <Step title="Try a different browser">
    If issues persist, try switching to Google Chrome or Microsoft Edge, which tend to have the best WebRTC support.
  </Step>
</Steps>

***

## Step 4: Check firewall and network settings

<Warning>
  Firewalls, VPNs, and corporate network policies can block the ports required for VoIP traffic. If you are on a managed network, contact your IT administrator.
</Warning>

Ensure the following are allowed through your firewall:

* **UDP ports 10000-60000** for media traffic (RTP)
* **TCP port 443** for signaling (TLS/WSS)
* Traffic to Twilio media relay servers (if your account uses Twilio)

***

## Step 5: Check your phone number configuration

<Steps>
  <Step title="Verify your phone number is active">
    Navigate to **Settings > Phone Numbers** in the Hoop platform and confirm the number you are using is active and properly configured.
  </Step>

  <Step title="Check for carrier-level issues">
    If calls are dropping or failing to connect entirely, the issue may be on the carrier side. Try calling a different number to isolate the problem.
  </Step>
</Steps>

***

## Best practices for call quality

<Note>
  Following these best practices helps prevent most call quality issues before they occur.
</Note>

* Use a wired internet connection whenever possible
* Use a quality USB or Bluetooth headset with noise cancellation
* Close bandwidth-intensive applications during calls
* Keep your browser and operating system up to date
* Avoid making calls over public Wi-Fi networks
* If using a VPN, try disconnecting it during calls to reduce latency

***

## FAQs

<AccordionGroup>
  <Accordion title="Why can the other person hear me but I cannot hear them?">
    One-way audio is typically caused by a firewall blocking incoming media traffic. Check that your network allows UDP traffic on the ports listed above. Also verify that your speaker or headset is selected as the output device in both your system settings and the Hoop application.
  </Accordion>

  <Accordion title="Why do my calls drop after a few minutes?">
    Calls that consistently drop after a specific duration are often caused by session timeouts on your router or firewall. Check your router's UDP session timeout settings and increase them if needed. A minimum of **300 seconds** is recommended.
  </Accordion>

  <Accordion title="Does call quality differ between inbound and outbound calls?">
    The underlying technology is the same for both directions. However, if only one direction is affected, this may point to a routing or carrier issue. Contact Hoop support with details about which direction is impacted.
  </Accordion>
</AccordionGroup>