Network / device requirements & troubleshooting

Why they’re important

Stable and properly configured network and device connections are key to ensuring Sellfire runs smoothly. If your connection is unstable, you may experience issues with incoming and outbound calls not connecting, dropping, having audio delays, one-sided audio, and/or distorted audio, delays in Sellfire responsiveness (loading for long periods of time / stats not updating), and other issues. Because of this, it is important that your network and devices are configured to meet the requirements outlined below.

Minimum requirements

1. A computer with 8GB+ of RAM.
2. Latest version of the Google Chrome browser. If using any other browser, optimal performance cannot be guaranteed.
3. Internet connection with consistent 10mbps+ upload and 25mbps+ download speeds and less than 30ms latency / ping. Speed test here.
4. If using a shared network, 128 Kbps of dedicated bandwidth per user, both in the outbound and inbound direction.
5. Ensure you only have one window / tab of Sellfire open. Having multiple windows or tabs of Sellfire open can cause issues.
6. If using a residential network, prioritize your computer’s, Google Chrome’s, and "Twilio Client" network traffic in your router’s Quality of Service (QoS) settings.
   • Log into your account by entering the router manufacturer’s default IP address in your browser. This can usually be found on the router itself.
   • Open the wireless settings.
   • Setup Quality of Service (QoS) rules to prioritize your specific computer, "Twilio Client", and, if possible, Google Chrome at the highest setting.

Recommendations

In addition to the minimum requirements (included above), for the best possible system performance, we strongly recommend the following:

1. Connect your computer directly to your internet router with an Ethernet connection, and turn off Wi-Fi. Sellfire will operate with a sufficient Wi-Fi connection, but regardless of the speed of that Wi-Fi connection, a direct connection is always more stable and reliable.
2. Internet connection with consistent 50mbps+ upload and 100mbps+ download speeds and less than 20ms latency / ping. Speed test here
3. If using a headset, a wired connection directly to your device (not wireless / bluetooth).
4. Do not use a VPN for Sellfire and Twilio traffic. VPNs add latency by routing traffic through an additional network location and may delay transmission to and from Sellfire.
5. Configure your antivirus, firewall, or other security software to let Sellfire and Twilio traffic flow to and from your organization.
6. Power down your internet router for approximately 30 seconds every month.

Connecting with Wi-Fi

A Wi-Fi connection is not recommended. If you choose to connect to your network with Wi-Fi despite the risks to consistent stability and performance, the following is suggested:

1. Ensure your Wi-Fi connection has consistent 10mbps+ upload and 25mbps+ download speeds and less than 30ms latency / ping. Speed test here.
2. Close any unneeded browser windows and tabs. 
3. Prioritize Google Chrome, and close any other unneeded processes that are using up large percentages of your computer’s CPU.
   • If using Windows
     • Press ‘Ctrl+Alt+Delete’ to open the Task Manager.
     • Navigate to the Processes tab, right click on Google Chrome, select Set priority, and select High.
     • Right click on any other unneeded processes that are using high percentages of CPU, and select End task.
   • If using macOS
     • Press ‘command+space bar’ and type in “Activity Monitor.”
     • Click on any other unneeded processes that are using high percentages of CPU, and click the stop icon in the top bar of the Activity Monitor.
4. If using a residential network, prioritize your computer’s, Google Chrome’s, and "Twilio Client" network traffic in your router’s Quality of Service (QoS) settings.
   • Log into your account by entering the router manufacturer’s default IP address in your browser. This can usually be found on the router itself.
   • Open the wireless settings.
   • Setup Quality of Service (QoS) rules to prioritize your specific computer, "Twilio Client", and if possible, Google Chrome at the highest setting.

Troubleshooting connection issues

If experiencing issues with incoming and outbound calls not connecting, dropping, having audio delays, one-sided audio, and/or distorted audio, or delays in Sellfire responsiveness (loading for long periods of time / stats not updating), take the following steps and try again after each.

Please note that if only one user or multiple users on the same network are experiencing connection issues (but other users on other networks aren't), it is highly likely that the issues are related to their local network and/or device(s).

1. Ensure your Google Chrome browser is up-to-date.
2. Ensure your computer operating system (Microsoft Windows, Apple macOS) is up-to-date.
3. Deactivate VPN software for Sellfire traffic. VPNs add latency by routing traffic through an additional network location and may delay transmission to and from Sellfire.
4. Refresh your Google Chrome browser.
5. Close any non-essential browser windows and tabs.
6. Restart your Google Chrome browser.
7. Log out, refresh your browser, and then log back into Sellfire.
8. Prioritize Google Chrome and close any other unneeded processes that are using large percentages of your computer’s CPU.
   • If using Windows
     • Press ‘Ctrl+Alt+Delete’ to open the Task Manager.
     • Navigate to the Processes tab, right click on Google Chrome, select Set priority, and select High.
     • Right click on any other unneeded processes that are using high percentages of CPU, and select End task.
   • If using macOS
     • Press ‘command+space bar,’ and type in “Activity Monitor.”
     • Click on any other unneeded processes that are using high percentages of CPU, and click the stop icon in the top bar of the Activity Monitor.
9. Log into Sellfire in a Google Chrome incognito window. If this fixes the issue, there is likely a problem with your Google Chrome's cache, extensions, plugins, or settings. 
   1. Clear your Google Chrome cache. How to here.
   2. Try disabling (do not delete) your Google Chrome extensions and plugins, and then add them back one-by-one, starting with the Sellfire red/green plugin.
10. Log into Sellfire in an incognito window. If this fixes the issue, there is likely a problem with your Google Chrome’s cache, extensions, plugins, or settings.
11. If not already, connect your device directly to your internet router with an Ethernet connection.
12. Test your internet speed to ensure 10mbps+ upload and 25mbps+ download speeds and latency / ping is less than 30ms. Speed test here.
13. Complete a Twilio network test (except for the video portion) here.
14. Restart your computer.
15. Power down your router for approximately 30 seconds.
16. If using a residential network, prioritize your computer’s, Google Chrome’s, and "Twilio Client" network traffic in your router’s Quality of Service (QoS) settings.
    • Log into your account by entering the router manufacturer’s default IP address in your browser. This can usually be found on the router itself.
    • Open the wireless settings.
    • Setup Quality of Service (QoS) rules to prioritize your specific computer, "Twilio Client," and if possible, Google Chrome at the highest setting.
17. If microphone issues:
    1. Make sure your microphone is not muted.
    2. Ensure Sellfire is “allowed” microphone access in your Google Chrome browser by clicking on the lock icon next to the Sellfire URL.
    3. Test your microphone here, and if there are issues, change your microphone input. You can change your input in your computer’s default settings or in the Sellfire current call screen by selecting the gear icon to the right of the end call icon.
       1. Also, try completely unplugging any external devices, including headsets, and using only your computer default mic input and speaker output. If this solves the problem, your external device is likely the cause of the problem.
       2. Search for any updates for your headset and install those.
       3. A headset with a wired connection is recommended (not wireless / bluetooth).
18. If you complete all of the above and are still experiencing issues after passing all of the above tests, please contact Sellfire Support prepared with the following info:
    1. What specifically is happening with the error? What error messages, if any, are you seeing? What sounds or actions are happening? Do calls fully connect and then drop? Or not connect at all?
    2. At what time(s) did the error(s) occur?
    3. What is the lead associated with this error? Click on the business name to access the Lead Detail page and copy the URL.
    4. Did you complete all of the troubleshooting steps listed above? What were the results of the tests?