Sometimes, TrueConf Server users may be unable to sign in or send files to a chat. In this article, we will discuss the most likely causes of this problem. To address this issue, you need to have access to the TrueConf Server control panel; in other words, you need to be the administrator of the video conferencing server.
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Connection with the help of domain name
Domain name (FQDN) settings are used in several sections of the TrueConf Server control panel. These settings affect the work of the video conferencing system in multiple ways.
The list of addresses is used for connecting client applications to TrueConf Server. These addresses are specified in the Network → Network settings section of the control panel. The users, who are within the internal network. can connect with the help of any address added to the Internal addresses table, while users outside the corporate network can connect with the help of addresses added to the External addresses table.
For ease of use, the TrueConf technical support team recommends adding the domain name of TrueConf Server to the list of external addresses. The domain name will correctly resolve to internal IP addresses within the corporate network and to external IP addresses when a user connects to the server from outside. This means that the customer’s network must be configured correctly which will allow users to enter a convenient domain name instead of an IP address when connecting to the server.
Sometimes, users may be unable to send files to private and group chats, and in such cases, you should also specify the domain name of TrueConf Server in the External addresses table. This problem may occur, even if you use TrueConf Server exclusively within a local network, for example, when ports are forwarded. This issue occurs because file transfer involves filtering which is aimed at optimizing network traffic, and it is necessary to explicitly specify the destination address of the server to which the file should be delivered.
To make sure that the users of the video conferencing system can work with the the scheduler, real-time meeting management, slide sharing, and have access to the personal area, you need to specify the server domain name (FQDN) accessible to all users in the Web → Settings section:
In the field External address of TrueConf Server web, enter the full domain name in this format https://domain_name.com and click Apply.
One of the requirements for the correct work of federation is that federated servers must be accessible to each other by their DNS (FQDN) name specified during registration. So, you need to make sure that the correct domain name is entered in the section Summary → License info → Register:
Availability of ports for client connections
Make sure that client connections have access to the server through the main port 4307 TCP. This port is used for server connections, media streaming in conferences, and chat features (including file transfer). If the default 4307 port is used, there is no need to specify it in the application connection settings.
We recommend using the standard 4307 port; it should be changed only if there are specific port requirements set by the security department.
To check the availability of a server via the selected port, use the tnc program for Windows and nc for Linux.
Windows
To check the availability of the port, open Windows PowerShell (Win+R → powershell) and execute the command:
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tnc server_address -port port_number |
Where:
server_address– your TrueConf Server addressport_number– the port that should be checked, in our case it is4307
Example:
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tnc video.example.com -port 4307 |
If the entered port is available, you will see TcpTestSucceeded : True:
If the port you specified is unavailable, you will see TcpTestSucceeded : False:
Linux
Open the terminal and run this command:
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nc -vz server_address port_number |
Where:
server_address– your TrueConf Server addressport_number– port that should be checked, in our case it is4307
Example:
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nc -vz video.example.com 4307 |
If the entered port is available, you will see Ncat: Connected to address:port:
If the specified port is unavailable, you will see Ncat: TIMEOUT:
Why is the port unavailable?
As a rule, this port may be unavailable on the user’s network due to the following reasons:
- The firewall or antivirus is blocking the port
- Proxy server or filtering by the router
- DNS or NAT issues.
How to change the default port
The standard 4307 port can be changed by going to the section Network → Network settings. In the Internal addresses block, click Add to open this window:
Specify the full domain name and port.
After specifying a custom port number, you need to enter the server address in the format address:port, in our example: video.example.com:4315 when connecting to the server from a client application.
You can find the list of all ports used in TrueConf Server in this article.
