The Diagnostics App helps identify common device, browser, and network issues that can affect audio, video, and call quality. It runs a guided series of checks and provides results you can review yourself or share with your administrator or a net2phone Support agent to speed up troubleshooting.
When to use the Diagnostic App
Run the diagnostics app if you’re experiencing poor call quality, microphone or camera issues, call drops, delays, jitter, or trouble joining calls or video meetings.
Use the Diagnostics App to:
- Confirm whether an issue is related to your device, browser, or network.
- Collect technical details before contacting Support.
Contact your administrator or net2phone Support if:
- The results indicate an issue that cannot be resolved.
- You are unsure how to interpret the results.
- Problems persist after changes (for example, switching devices or networks).
Diagnostic tests and results
The Diagnostics App walks you through the following checks in sequence:
-
Device & Software Setup – A series of checks will confirm your:
- Browser compatibility
- Camera availability and preview
- Microphone input
- Speaker output (playback test)
- Connectivity – Verifies your connection to net2phone services and checks whether required endpoints are reachable.
- Audio/Video Codecs – Confirms the codecs required for audio and video calls and meetings.
- Quality & Performance – Runs a speed test and measures network indicators such as latency and jitter.
- Results – Displays a summary of findings and allows you to download the test results for easy sharing with an IT administrator or a net2phone Technical Support agent.
How to access the Diagnostics App
- From the desktop or browser app, click your profile icon to open a right-sidebar menu.
- Click Diagnostics to open a new browser tab.
- Select Diagnostics.
When the app opens, you will be guided through each test and finish on a results page.
Let's Get Started!
The landing page offers a login link. We recommend logging in to your account to share your results.
- Click the log in hyperlink near the bottom.
Your browser should automatically connect to your net2phone account. If you opened the Diagnostics App through the direct-URL rather than the in-app redirect, you may need to manually enter your net2phone login and password. - Click the Get Started button to begin.
Step 1: Device & Software Setup
Please connect any external devices you intend to use and follow the steps below.
Check permissions
If you have already granted the required permissions, you will be automatically moved to the device check.
- Click the Request Permissions button.
- Your web browser may open a permissions window; allow all permissions and refresh this page.
Check your video
View your camera feed on the right side of the page to perform this check.
- Select your video device from the Camera drop-down menu.
- Click the Yes button if your video feed is acceptable, or Skip for now to proceed to the next check.
Test your speakers
If you want to configure a different device for your microphone, you can do so after completing the following steps or skipping to the next check.
- Click the Play and Stop buttons to hear a tonal melody.
- Select your audio device from the Speaker drop-down menu.
- Click the Yes button if your audio feed is acceptable, or Skip for now to proceed to the next check.
Test your microphone
You have the option to set your speaker device and microphone to different devices using the drop-down menus.
- Click the Record and Play Back buttons to check your microphone audio.
- Select your audio device from the Microphone (and Speaker) drop-down menus.
- Click the Yes button if your audio settings are acceptable, or Skip for now to proceed to the next check.
Browser check
The Browser support check will auto-run a diagnostic test in your browser; click the OK button to proceed.
Success: Browser supported. Click the OK button to proceed to the Connectivity check, or View detailed information to review your diagnostic device and software tests.
Step 2: Connectivity
The connectivity check verifies whether your device can communicate with net2phone services. The Connectivity step is auto-run in your browser to identify issues such as blocked network connections, firewall or proxy restrictions, or general reachability problems.
If you’re on a corporate network
Your organization may restrict certain connections. If connectivity fails, share your results with your administrator so they can review firewall or proxy rules.
Connection success! Click the OK button to proceed to the Audio/Video Codec check, or View detailed information to review the details of your diagnostic connectivity test.
Step 3: Audio/Video Codec Support
The Diagnostics App confirms your browser supports the required audio and video codecs. Codec compatibility is crucial for maintaining audio clarity, ensuring video reliability, and facilitating seamless call/meeting connections. If codec support is missing or limited, updating your browser or trying a different, supported browser may resolve the issue.
Success: Audio and Video Codecs supported. Click the OK button to proceed to the internet speed check, or View detailed information to review the details of your diagnostic codec test.
Step 4: Quality & Performance (Speed Test)
For the most accurate reading, pause large downloads/streaming and avoid running VPN-heavy traffic during the test. These results help determine whether network performance meets expected quality thresholds for calls and meetings.
- Click the Start and Stop buttons to run a speed test. We recommend letting the speed test run for at least 15 seconds to compile an accurate reading.
- Notice the Jitter and RTT (Round-Trip Time) results above the graph; these measurements are important clues for IT Admins and Technical Support agents.
Success: Expected quality is excellent. Click the Finish Up! button to proceed to the results page, or View detailed information to review the full details of your speed test (including: Bitrate UDP (kbps) avg/max; Download speed; Upload speed; RTT Result; and Jitter Result).
Results and Next Steps
At the end of the test, the Diagnostics App displays a results summary. From the results screen, you can:
- Review each test's result details.
- Download a complete test result report.
- Restart the tests from the beginning.
Get your support-ready Diagnostic Report download!
Downloading and sharing the diagnostic report helps reduce repeat checks and speeds up troubleshooting.