--- title: Troubleshoot the user presence feature description: Learn about the underlying technology and how to troubleshoot issues with the user presence feature. --- [Skip to content](https://help.collaboard.app/user-presence#main-content) English Show submenu for translations ![logo-type\_black 2.svg\]](https://help.collaboard.app/hubfs/logo-type_black%202.svg) Open main navigation Close main navigation - English Show submenu for translations - [Go to collaboard.app](https://www.collaboard.app/) [Go to collaboard.app](https://www.collaboard.app/?hsLang=en) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Collaboard Help Center](https://help.collaboard.app/?hsLang=en) 2. [Support & FAQ](https://help.collaboard.app/support-faq?hsLang=en) 3. [FAQ](https://help.collaboard.app/support-faq?hsLang=en#faq) # Troubleshoot the user presence feature ## Learn about the underlying technology and how to troubleshoot issues with the user presence feature. ### WebRTC **WebRTC** is used as the data transport mechanism for the "User Presence" feature. WebRTC is an evolving technology that allows browsers to connect to each other (peer-to-peer) using **end-to-end encryption** and transfer data and / or video / audio media streams without - *in many cases* - having to route the data through an intermediary, such as a server. This means that the data is sent securely and with very low latency, and the load on our servers is reduced. #### Getting connected Browsers negotiate via our SignalR transport (websockets) in order to establish a connection. The initiating browser makes various "offers" to the recipient browser (using SDP) until they find a suitable arrangement and can create the connection. Depending on the browsers and network this can take several seconds. #### Recommended requirements Your browser must support WebRTC ([current status](https://caniuse.com/rtcpeerconnection) ). **Google Chrome** has the best WebRTC support, followed by **Firefox**. A stable, fast internet connection with at least 500 Kb/s bandwidth available for WebRTC. Latency should ideally be less than 50ms. While WebRTC will work over 4G / LTE sometimes the latency can be very high (1000ms+) so it is not recommended. #### Firewalls and NAT In some cases, such as when devices are behind a firewall or Network Address Translator (NAT), a **TURN** server is required to allow the two devices to enter a peer-to-peer connection. In addition a **STUN** server is sometimes also required to help devices behind a NAT to determine their public address. It is important that the following ports are whitelisted to allow communication with our TURN / STUN server. | Protocol | Ports | | --- | --- | | TCP | 80, 443, 3478, 5349, 19302 | | UDP | 80, 443, 3478, 5349, 19302, 49152-65535 | The WebRTC tool the server uses is [https://github.com/coturn/coturn](https://github.com/coturn/coturn).  #### Unstable connections Sometimes an active WebRTC connection will fail. When this happens Collaboard will attempt to reconnect automatically. Here are some reasons why a connection may fail: - A loss of network (a WIFI deadspot) on one device - An IP address changes for a device or for your router - Hopping to a new WIFI base station / network - Poor / low speed network connection - [Getting started](https://help.collaboard.app/getting-started?hsLang=en#main-content) - [Register / Login](https://help.collaboard.app/getting-started?hsLang=en#register-login) - [Start with your first project](https://help.collaboard.app/getting-started?hsLang=en#start-with-your-first-project) - [Working with Collaboard](https://help.collaboard.app/working-with-collaboard?hsLang=en#main-content) - [Board navigation](https://help.collaboard.app/working-with-collaboard?hsLang=en#board-navigation) - [Standard Object Options](https://help.collaboard.app/working-with-collaboard?hsLang=en#standard-object-options) - [Sticky Notes](https://help.collaboard.app/working-with-collaboard?hsLang=en#sticky-notes) - [Media](https://help.collaboard.app/working-with-collaboard?hsLang=en#media) - [Shape & Line](https://help.collaboard.app/working-with-collaboard?hsLang=en#shape-line) - [Other Objects](https://help.collaboard.app/working-with-collaboard?hsLang=en#other-objects) - [Quick Links](https://help.collaboard.app/working-with-collaboard?hsLang=en#quick-links) - [Facilitation and collaboration](https://help.collaboard.app/working-with-collaboard?hsLang=en#facilitation-and-collaboration) - [Project interaction](https://help.collaboard.app/working-with-collaboard?hsLang=en#project-interaction) - [Export](https://help.collaboard.app/working-with-collaboard?hsLang=en#export) - [Settings](https://help.collaboard.app/working-with-collaboard?hsLang=en#settings) - [Accessibility](https://help.collaboard.app/working-with-collaboard?hsLang=en#accessibility) - [Import](https://help.collaboard.app/working-with-collaboard?hsLang=en#import) - [Templates](https://help.collaboard.app/working-with-collaboard?hsLang=en#templates) - [Plans & Billing](https://help.collaboard.app/plans-billing?hsLang=en#main-content) - [Manage your subscription and plan](https://help.collaboard.app/plans-billing?hsLang=en#manage-your-subscription-and-plan) - [Administration](https://help.collaboard.app/administration?hsLang=en#main-content) - [Account Administration](https://help.collaboard.app/administration?hsLang=en#account-administration) - [Project Administration](https://help.collaboard.app/administration?hsLang=en#project-administration) - [User Management](https://help.collaboard.app/administration?hsLang=en#user-management) - [Spaces](https://help.collaboard.app/administration?hsLang=en#spaces) - [Integrations](https://help.collaboard.app/administration?hsLang=en#integrations) - [Settings](https://help.collaboard.app/administration?hsLang=en#settings) - [Support & FAQ](https://help.collaboard.app/support-faq?hsLang=en#main-content) - [Announcements and Release Notes](https://help.collaboard.app/support-faq?hsLang=en#announcements-and-release-notes) - [General](https://help.collaboard.app/support-faq?hsLang=en#general) - [FAQ](https://help.collaboard.app/support-faq?hsLang=en#faq) - [Video Trainings](https://help.collaboard.app/video-trainings?hsLang=en) [![Collaboard](https://help.collaboard.app/hs-fs/hubfs/coll-logo.png?width=300&height=165&name=coll-logo.png "Collaboard")](http://collaboard.app) collaboard.app Help Center Copyright © 2026, Collaboard by IBV Informatik, Beratungs und Vertriebs AG