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Troubleshooting Web & Desktop Softphones

If you’re having trouble making or receiving softphone calls in Spruce on your computer, this guide will help you quickly check the basics and fix common issues. 

IN THIS ARTICLE

Before You Start

Check the following before getting into further troubleshooting:  

  1. Check your call availability - Click the call status indicator (top-right next to your avatar) and ensure Accept Incoming Calls is turned ON.
  2. Review your account’s call settings - In My Call Settings, make sure your calling preference for web & desktop is Softphones and that Allow Incoming Calls is enabled for both Web Browsers and the Desktop App. See more on My Call Settings.
  3. Check you’re not sending calls to voicemail - Go to Settings >  Phone Numbers and make sure Send Calls Directly to Voicemail is turned OFF.
  4. Confirm you’re in the ring list - You only receive calls for numbers where your account is listed in that number’s ring list. Learn about managing your phone number's ring list.
  5. Allow microphone access & push notifications permissions - Follow the instructions in Audio & Mic Issues or Notifications to enable these settings.
  6. Make sure you have the correct mic and speaker selected - If sound is coming from the wrong device, see Audio & Mic Issues.
  7. Confirm your internet is strong and stable and not blocked by a VPN - Avoid public WiFi. If you use a VPN, disconnect it or set it to “split tunnel” so Spruce calls can go through. See Network Issues for more.

Find Your Problem

Symptom Common Causes Go to Section
No one can hear me Mic permissions, wrong device Audio & Mic Issues
I can’t hear others Speaker selection, volume Audio & Mic Issues
Calls won’t connect Network blocked, VPN Network Issues
Poor call quality Weak WiFi, low bandwidth Network Issues
Missing incoming calls Notifications off Notifications & Incoming Calls
Echo/feedback Speaker too loud, no headset Audio & Mic Issues

Audio & Mic Issues

Important: Spruce must have access to your microphone and speaker to make and receive calls. Softphones will not work without microphone and speaker permissions. 

Quick Audio & Mic Checks

Make sure microphone permissions are enabled for Spruce

  • Desktop App (Windows/macOS):
    • Check your system’s privacy settings to allow Spruce access to the microphone.
  • Web Browser:
    • Click the padlock or settings icon in the address bar.
    • Set Microphone to Allow. If you're using Safari, set the microphone permissions to Always Allow.
    • Refresh the page after making changes.

Verify your microphone and speaker are working in Spruce

  • Microphone
    • Go to Settings > Audio & Video.
    • Select the microphone you want to use.
    • Speak and verify the green mic level indicator moves.
  • Speaker
    • Click the Play Test Sound button to verify your speakers are working. 

Other Things To Try 

  • Try a different headset to see if the issue is hardware-related.
  • Restart Spruce after changing audio devices.
  • Close other apps using your microphone or speakers (Zoom, Spotify, Teams, etc.).

Fixing Common Softphone Audio Problems

1. Echo or Feedback During Calls

Why it happens: 
Your microphone is picking up sound from your speakers and sending it back into the call.

How to fix it:

  • Use a headset or earbuds. This is the #1 fix for softphone echo issues.
  • Check your audio settings in Spruce:
    • Go to Settings >  Audio & Video.
    • Make sure both your microphone and speaker are set to your headset.
  • If you must use speakers:
    • Lower the volume.
    • Position speakers away from your mic.
  • Make sure you only have one Spruce tab/window open. Extra tabs can cause duplicate audio streams.
  • Ask the other person to use headphones too. Echo can come from either side.

2. One-Way Audio (You can hear them, but they can’t hear you or vice versa)

Why it happens:
Usually a microphone/speaker selection issue or blocked network ports.

How to fix it:

  • Go to Settings > Audio & Video and check that your speaker and mic are connected to the correct device.
  • Test your mic in another app (Zoom, Teams, Voice Memos). If it doesn’t work there, it’s likely an issue with your computer.
  • If using a web browser:
    • Click the site settings icon in your address bar and Set Microphone to Allow
    • Refresh the page
  • Temporarily disable VPN. Some VPNs block voice traffic.
  • If you're at work, ask IT to confirm UDP ports 10000–60000 are open (see Advanced Network Requirements).

3. Audio Cutting In and Out

Why it happens:
Weak or unstable network connection, low bandwidth, or competing apps using your microphone.

How to fix it:

  • Close bandwidth-heavy apps (Netflix, YouTube, downloads).
  • Move closer to your WiFi router or connect via ethernet cable.
  • Quit other apps that may be using your mic (Zoom, Spotify, Teams).
  • In Spruce, re-select your audio device in Settings >  Audio & Video. Sometimes switching to another device and back will refresh the connection.
  • Run the Twilio Network Test to check network stability.

4. No Sound at All

Why it happens:
Output device set incorrectly or muted.

How to fix it:

  • Check your computer system volume to make sure it’s turned up and not muted.
    • On Windows, ensure that app-specific volume is turned up for Spruce and your browser.
  • In Spruce:
    • Go to Settings > Audio & Video.
    • Select your desired speaker or headset.
    • Click the Play Test Sound button to confirm sound is coming through.
  • If using a web browser:
    • Check that speaker settings are allowed for Spruce in your web browser permissions.
      • Click the padlock or settings icon in the address bar.
      • Set Speaker to Allow.
    • Check browser sound permissions are allowed in your computer sound settings.
  • Try plugging your headset into another USB port or Bluetooth device into another source.

Notifications & Incoming Call Alerts

When a call comes in, you should hear a ring tone and see a pop-up showing the caller’s name and number.

Tip: For the most reliable incoming call experience, download and use the Spruce Desktop App https://sprucehealth.com/app instead of a web browser.

Incoming Call Troubleshooting

If you’re not receiving calls on your computer, check these first:

  1. Open the Spruce App - Spruce must be running in the desktop app or a browser tab. If it’s closed, calls will not ring.
  2. Check Your Availability - Click the call status indicator (top-right next to your avatar) and ensure Accept Incoming Calls is turned ON.
  3. Review Your Call Settings - In My Call Settings, make sure Allow Incoming Calls is enabled for both Web Browsers and the Desktop App. More managing My Call Settings
  4. Check You’re Not Sending Calls Directly to Voicemail - Go to Settings >  Phone Numbers and make sure Send Calls Directly to Voicemail is turned OFF.
  5. Confirm You’re in the Ring List - You only receive calls for numbers where your account is listed in that number’s ring list. Learn about managing your phone number's ring list.
  6. Enable Push Notifications (Recommended) - Turn on push notifications for your browser or the desktop app so you never miss a call. See below for more on notification troubleshooting. 

Check Your Spruce Notification Settings

Make sure notifications are turned on in your Spruce account. You can follow the steps in Managing Notifications.

Desktop App Notifications

For detailed steps on setting up notifications in the Spruce Desktop App, read Troubleshooting Spruce Notifications on Windows and macOS.

Web Browser Notifications

To enable notifications in your web browser:

  • Check your browser settings:
    • Click the padlock or settings icon in the address bar.
    • Set Notifications to Allow.
    • Refresh the page after making changes.
  • Check your system settings to make sure your browser can send notifications:

Network Issues

Basic Network Tips (For Everyone)

  • Use a stable internet connection
    • Wired ethernet is best
    • If on WiFi, stay close to your router
  • Avoid public WiFi (it may block calls)
  • Recommended bandwidth: at least 100 kbps up/down per call
  • Use a supported browser: see Minimum System Requirements
  • Limit other high-usage apps during calls (Netflix, YouTube, Zoom, large downloads)
  • If using a VPN, turn it off or set it to split tunnel so Spruce calls are not slowed or blocked

Troubleshooting Common Network Problems

Public WiFi

  • Public networks often block the ports needed for voice calls.
    • What this means: Spruce needs certain “doorways” (called network ports) to send your voice over the internet. Public WiFi networks sometimes close these for security or to save bandwidth, which can stop calls from working.
  • Try using your mobile hotspot instead.

Corporate Networks

VPN

  • VPNs can route calls inefficiently, causing poor quality or blocking them entirely.
  • Requires split-tunneling configuration for best performance.
    • What this means: A VPN sends all your internet traffic through a secure “tunnel,” which can slow down or block Spruce calls. Split-tunneling allows Spruce to send its call traffic outside the tunnel so it can connect directly, keeping audio clear.
  • Try disconnecting the VPN temporarily to see if the problem improves.

Home Networks

  • Restart your router if experiencing issues.
  • Connect via ethernet cable for best results.
  • Close bandwidth-heavy apps (Netflix, large downloads).
  • Switch to 5GHz WiFi if available to reduce interference.

Test Your Connection

Run the Twilio Network Test to check if your browser and network are ready for Spruce calls.

If you have issues, do other video calls work? (Zoom, Teams, FaceTime)

  • Yes >  Your network is probably fine. Check Spruce settings instead.
  • No >  You likely have a network issue. Contact your IT team or internet provider

Advanced Network Requirements (For IT)

Share this section with your IT team if persistent call issues occur. These requirements are specific to Spruce’s VoIP softphone functionality (WebRTC) and must be met for reliable call quality.

Required Ports

  • 443 TCP – Signaling via TLS
  • 10000–60000 UDP – Media/SRTP to IP range 168.86.128.0/18
  • 3478 UDP – STUN for NAT traversal
  • 5349 TCP/UDP – TURN relay (used when UDP is blocked)

Twilio Endpoints (Must Be Accessible)

Signaling (TCP 443):

  • chunderw-vpc-gll.twilio.com
  • chunderw-gll.twilio.com
  • voice-js.roaming.twilio.com

Regional endpoints:

  • chunderw-vpc-gll-{region}.twilio.com
  • Regions: au1, br1, de1, ie1, jp1, sg1, us1, us2

Insights logging:

Performance Requirements

  • Bandwidth: ≥100 kbps up/down per concurrent call
  • Latency: <200ms RTT recommended
  • Packet loss: <3% (0% ideal)
  • Jitter: <30ms

Quality of Service (QoS) Configuration

  • Prioritize UDP traffic on ports 10000–60000
  • DSCP marking: EF (46) for voice traffic
  • Guarantee minimum bandwidth per concurrent call

Security Considerations

  • WebRTC requires UDP traffic — use TURN relay if UDP is blocked
  • STUN/TURN protocols are required for NAT traversal
  • No deep packet inspection on voice traffic
  • Split-tunnel VPN configuration recommended for optimal routing

Contacting Support 

If you still cannot make or receive calls after trying the steps in this guide, please send the following to Spruce Support. We cannot troubleshoot call issues without the Message Link for the bad call.

  1. Required: Message Link for the call where the issue occurred. For instructions on how to copy Message Links, see this article.
  2. Exact error messages. Screenshots help.
  3. Date and time when the issue happened.
  4. What you were doing at the time such as placing a call, receiving, or on hold.
  5. Network type and VPN status. Specify whether you were on an office network, home network, or mobile hotspot, and if a VPN was active.

Once you have this information, contact us in the Spruce app or email support@sprucehealth.com.

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