Handshake Video Requirements & Troubleshooting (Employers)

Handshake uses Twilio Programmable Video, which is built using WebRTC. All multimedia traffic is routed through Twilio media servers for Virtual Fairs and Virtual Events/Interviews* (Premium Employer Partners only). You will be able to join a session up to an hour early to test connectivity and performance.

1. Your company's firewall is blocking Handshake or Twilio (who we use for video), and we need to be unblocked - see the Required Domains section below.
   • Alternatively, you may be using a VPN, which will not allow any connection (audio, video, or chat). 
2. Your browser blocks access to your audio or video, so you will need to ensure that the browser has granted permission for audio and video on our site. 
   • This is usually notable as you are able to use at least chat, maybe audio or video, but usually at least one of those features isn't working.
3. Your computer is using Windows 10 and needs additional settings configured. See the Windows 10 Troubleshooting section. 

Topics: 

• Basic Requirements
  • Required Domains
• Troubleshooting - use this checklist if you are experiencing audio or video issues
  • Windows 10 Troubleshooting - there are some specific settings in Windows 10 that may need to be updated!

Basic Requirements

• An internet connection – broadband wired or wireless (3G or 4G/LTE)
• Speakers and a microphone – built-in or USB plug-in or wireless Bluetooth
• **Optional, but required if you'd like to use video: A webcam or HD webcam - built-in or USB plug-in  
  • Tip: If you're using a webcam that isn't built in to your device, make sure any additional permissions/settings are configured prior to your scheduled virtual interaction!
• Supported Devices: Desktop web –– make sure pop-ups are allowed in the browser!
  • Note: Mobile Devices (smart phones and tablets, e.g. iPads) are not supported.
    • Mobile web (via smart phone or tablet, e.g. iPad): Employers may be able to launch sessions via mobile web successfully, however, this not officially supported by Handshake and does have several limitations:
      
      • On any mobile web access, employers are unable to share their screen.
      • On iOS devices, employers will only be able to use Safari, as Apple does not allow third party browsers access to the device camera or microphone.
      • On Android devices, the camera and microphone should be able to be accessed by any browser.
• All modern browsers which support WebRTC, including the latest versions of:
  • Chrome
    • Version 83 and higher for Windows
  • Safari (screen sharing feature is limited)
  • Firefox
  • MS Edge (the latest version)
    • NOTE: Older, non-Chromium versions of Microsoft Edge (versions less than 79) do not support screen sharing capabilities

Required Domains

These domains should be unblocked: 

• app.joinhandshake.com
• joinhandshake.com 
• *.googleusercontent.com 

In addition, participants’ browsers must communicate with Twilio’s cloud, in addition to the standard handshake domains. The following hosts, ports/protocols and IP ranges are required:

Additionally, browsers should be able to connect to the services at the following hostnames:

• sdkgw.us1.twilio.com (WSS/443)
• endpoint.twilio.com
• mobile-endpoint.twilio.com

Troubleshooting

You can use this checklist to solve many of the video issues you might experience: 

• Make sure that you have a reliable Internet connection. 
  • Use the Twilio Network Test to determine if your browser can successfully access the required Twilio resources: https://networktest.twilio.com/
• Make sure that you are using a supported browser. 
  • We recommend Chrome or Firefox for the best experience. 
    • If you choose to use Microsoft Edge, please make sure you've updated to the latest version!
  • Browser support: https://www.twilio.com/docs/voice/client/javascript#supported-browsers
  • In Safari there may be an issue where some people may not hear sound. We are going to try and solve for this by adding an “unmute speaker audio” button users should tap to get Safari to publish the sound. 
    • Participants could also go to preferences-->websites and change joinhandshake.com from “Stop Media with Sound” to “Allow All Auto-Play”
    • 
• Minimize the number of resources (i.e. close unused tabs and applications) on the computers/devices when using video.
• Move closer to your router.
• Confirm that your speakers and volume control both work.
  • Test the sound and microphone by using another platform or application through your device.
• Confirm that your device can play video.
  • We recommend testing this by watching a video on Youtube.
• Confirm that you've granted permission on your browser or app for both audio and video.
• Double-check that pop-ups are allowed in the browser - the video will open in a new tab or window.
• Refresh the page on your browser on desktop or mobile. 
• Restart the browser, or close the app and reopen.
• Try a different supported browser. 
• Restart your computer or device. 

Note: a user cannot share their entire screen or entire window unless they have the Chrome option checked in their device settings. If this is unchecked - you will only be able to share a tab.

To check this box, go to your devices Security & Privacy settings. Click the Privacy tab, and select Screen Recording. Check the Google Chrome box.

Windows 10 Troubleshooting