Quick Guide to Unity Intercom Troubleshooting

For new or even experienced users, here are some quick solutions to some common technical questions that can arise when using Unity Intercom.

Trouble connecting to Unity from a mobile device. ( Time Out Error )

Make sure your mobile device ( iPhone, iPod for example ) is connected to the same network as the Unity Server. If this continues, try using the Direct Connection option, this is the second option for connecting on the Unity Client and it's found at the log in screen. Here you will simply need the IP address of the server computer which can be found by going into the network settings on the Mac. Select Direct Connection, go to Settings and type in the IP address in the top MAIN IP/HOST section. Leave the PORT blank. This will allow you to bypass the Bonjour discovery method and connect directly. - Some networks have protocols that block Bonjour that's why the direct option is available. Last but not least, make sure there is no other Unity Server also running at the same time as that will cause issues will connecting.

Trying to connect to the Unity Server from a cell phone outside the network - example using cellular data.

Okay, here's the trick, you will need access to the router that runs your network. It's all about port forwarding. You need to forward all UDP and TCP traffic from port 20101 to the IP address of the Mac running the Unity Server. It's usually easier than it sounds, these are options inside the router software. Tip- set the computer up on a static IP. You also must choose the Direct Connect option for this as Bonjour is not possible over cellular. More details on this subject on the Forum Here.

Unity Client getting the message "Connection Lost."

This is caused when the app is unable to communicate with the server for a period of time, and as soon as the connection is re-established the message will stop. If this keeps happening we need to take a look at the network setup. This is the most important factor in keeping a reliable connection and is not to be confused with simple download speed tests.

The best Unity networks have a dedicated access point or multiple access points for only Unity use. Unity Intercom performs much better on 5GHz and we strongly recommend avoiding 2.4GHz.

Another best practice is to assign fixed channels on the access points. All access points out of the box will automatically roam around and change channels as they see fit. While this is not normally a problem with apps that buffer, it can be a big issue with real-time audio applications like Unity because devices like the iPhone for example take a surprisingly long time to switch over to the new channel and you might get a connection lost dialog briefly. - This can be an issue when you are in a crowded environment and your access point keep changing channels frequently.

I recommend doing a scan of your Wi-Fi environment using an app or even the built-in utility found in your mac network utilities. ( The trick is to option-click the network icon to reveal the sort of hidden tools that allow you to scan your wireless environment. ) It will make a recommendation of the best channels to lock onto.