Room Connector FAQ

First confirm two basic things—many problems are solved right here:

Are the ports open? The signaling ports and the RTP port range between devices and the device gateway must all be open; see Network and port requirements
Did you choose the right gateway for the device? The “Device gateway” selected when registering the device must be the gateway the endpoint actually registers to or can reach

Endpoint can’t register

Check	Description
Address and port	The endpoint must use the device gateway address, SIP port 5060, H.323 gatekeeper port 1719
Username format	H.323 usernames must be digits only (E.164 short number); SIP usernames can’t contain colons
Username, password	The authentication username and password on the endpoint exactly match the console account
Gateway selection	The “Device gateway” selected for the console account is the one the endpoint registers to
Network	`ping` the device gateway address from the endpoint’s network; across NAT, registration goes endpoint → gateway, so the gateway address must be reachable from the endpoint

Endpoint can’t dial in to the meeting

Symptom / check	Cause and fix
An unregistered endpoint dialed only the meeting ID	Unregistered endpoints must dial `meetingID@deviceGatewayAddress`
The meeting ID is right but it still can’t enter	The meeting must exist and not have ended; device dial-ins always go to the app specified at deployment, so a meeting outside that app can’t be found
Rejected as soon as it dials	The device gateway has the incoming-call IP allowlist on, and the endpoint’s IP isn’t on it
Only SRTC is used, with no meeting layer	Dial the channel name, not a meeting ID

Endpoint entered the meeting but can’t see the meeting’s video

The endpoint sees the whole meeting composited by the MCU. Check in this order:

Is the MCU deployed and running? Without the MCU, the endpoint receives no video. The MCU’s heartbeat is visible under Operations management → Media gateways in the admin console
Is the RTP port range open? The device gateway’s RTP port range (default 58000-59000/UDP) must be fully open to the endpoint
Is the address the gateway gives the endpoint correct? The “device access gateway IP” set at deployment is written into call signaling, and the endpoint sends media back to that address. When the endpoint reaches the gateway through NAT, this must be the post-NAT address, with same-port-number mapping
Does the endpoint send and receive on different ports? Some endpoints (common among custom models for courts and government agencies) receive and send on different ports, so “the meeting can see the endpoint, but the endpoint can’t see the meeting”. RTP address learning must be turned off on the device gateway; contact us to adjust the configuration

The meeting can’t see the endpoint’s video or hear its audio

Check	Description
Endpoint video codec	The endpoint must use H.264 (the default on most endpoints); audio G.711A
Endpoint camera and microphone	The endpoint itself isn’t muted and its video isn’t off; check whether the host turned off this endpoint’s audio or video during the meeting
Ports	Same as above: the RTP port range must be open

GB28181 camera won’t connect

Symptom / check	Cause and fix
Registration status on the camera stays “Offline”	The platform info (SIP server ID, domain, address, port 5070) must exactly match “Platform info” in the console; the camera must be able to reach port 5070 on the gateway
Device id, password	The camera’s “SIP username / authentication ID” = “Device id” in the console; passwords match on both sides
Registers, then goes offline after a while	Change the camera’s heartbeat interval to 30 seconds
Invitation reports “Device is busy”	This message doesn’t mean the device is busy—almost always the camera hasn’t registered. Confirm the console status is “Online” before inviting
Device online, but no video after inviting	You invite a GB28181 channel: confirm the channel id matches the camera’s “Video Channel Encoding ID”; set the camera’s codec to H.264

RTSP stream shows no video

Check	Description
Does the URL play?	First open the same URL in VLC; if it doesn’t play, the problem is the URL, account, or device
Can the gateway reach it?	The device gateway pulls the stream, so the gateway’s server must be able to reach the camera’s port 554
Transport	If UDP is blocked or loses many packets, change it to TCP in the console
Stream codec	H.265 is transcoded in real time; with many streams the gateway may run out of CPU, so switch the camera to H.264

Device rejected, concurrency limit exceeded

Each device in a meeting uses one user concurrency and one device concurrency slot. Once the quota is used up, new devices can’t enter; expand the license or have unused devices exit first. The device gateway itself also needs a license file; without an imported license, devices can’t connect properly.

Still not working

When contacting us, provide: device brand and model, integration method (SIP / H.323 / GB28181 / RTSP, registration or direct IP), when the problem occurred, and the meeting ID. We can locate the issue from the device gateway’s logs.

Overview

Room Connector

Endpoint apps

Self-hosted deployment

Endpoint can’t register

Endpoint can’t dial in to the meeting

Endpoint entered the meeting but can’t see the meeting’s video

The meeting can’t see the endpoint’s video or hear its audio

GB28181 camera won’t connect

RTSP stream shows no video

Device rejected, concurrency limit exceeded

Still not working

​Endpoint can’t register

​Endpoint can’t dial in to the meeting

​Endpoint entered the meeting but can’t see the meeting’s video

​The meeting can’t see the endpoint’s video or hear its audio

​GB28181 camera won’t connect

​RTSP stream shows no video

​Device rejected, concurrency limit exceeded

​Still not working

Endpoint can’t register

Endpoint can’t dial in to the meeting

Endpoint entered the meeting but can’t see the meeting’s video

The meeting can’t see the endpoint’s video or hear its audio

GB28181 camera won’t connect

RTSP stream shows no video

Device rejected, concurrency limit exceeded

Still not working