This article helps you troubleshoot situations where the Aircall Workspace application reports that it is offline, even though other applications on the same device can access the internet. 

Important: This article is designed for technical users, such as IT administrators, who can review and modify network and security configurations.

Symptoms

You may experience one or more of the following:

  • When opening the Aircall application, you see an error such as "Internet connection lost!" or "your computer seems to be offline".
  • Clicking the reload prompt (if it appears) does not restore the connection.
  • The connection never recovers, even after restarting the device or the Aircall application.
  • Other applications, such as web browsers, work correctly on the same device.
  • There may have been recent network changes, or this may be a new Aircall installation or deployment.
  • You may see a screen similar to the aircall-appears-offline.png example.
image showing message 'Internet connection lost!'

Cause

This behavior is typically caused by a network firewall or other network device blocking the Aircall application.

Aircall requires access to specific IP address ranges, ports, and protocols. If these requirements are not met, the Aircall app may fail to connect and will appear offline.

You will need to make sure that the device can communicate with the internet over the required IP address ranges and ports.

Solution

You will need to make sure that the device can communicate with the internet over the required IP address ranges and ports. 

  1. Review the Firewalls, anti-virus, and other content blockers guide. This contains the details of IP addresses and ports and protocols that need to be reviewed. 
  2. For Windows defender, check Unblocking Aircall from Windows Defender
  3. Try running the Network Diagnostics in the Aircall Workspace.
  4. Attempt to connect the device to a different (more basic) network to determine if the blocking is software or network based.