Troubleshooting Bugs and Issues

If you are experiencing a bug or an issue, please email us at support@11sight.com We will respond within 24 work hours.

You can also video call us at https://vcall.link/11support to speak with an available support team member.

TLS

11Sight is providing an end-to-end secure communication channel based on TLS/SRTP. We are compliant with IETF RFC3711. We are encrypting all information (voice, real-time video, text, pictures, videos taken during the call) that is exchanged between the caller and callee.

Furthermore, since we are providing peer-to-peer connection, our servers are not in the middle of the communication stream and hence there is no vulnerability in the system, i.e., we are not decrypting the real-time stream in our servers.

It is important to note that no one can eavesdrop or record the video or voice call that is happening between parties aside from the callee. Caller can get a copy of the information, if they are a subscriber.

GDPR

11Sight information gathering and storage closely follows General Data Protection Regulation (GDPR). All call information belongs to the callees’ organizations and can be copied and deleted from our servers at their request. We are providing standard RESTful API for an organization to port all meta data pertaining to their calls to their own servers.

Since callers can be anonymous, they have certain amount of time after the call is ended to receive in-call information gathered by the system, i.e, pictures and videos taken, texts exchanged, etc.

Encryptions

An organization can request at rest encryption of all meta data that belongs to them or they can port the information to their own servers and delete them from our servers.

Supported Devices and Browsers

11Sight native applications and web application works on most of the computers, mobile devices and browsers that have access to a camera and a microphone. In case we can’t access or find a camera and microphone, our system falls back to a text only session, ensuring a communication is established.

Below, you can find our interoperability matrix and platform specific functionality. 

Interoperability

Microsoft started to support WebRTC with its latest Chromium version of the Edge browser. Please click here to update or download the latest version.

Platform Specific Functionality

1. Desktop sharing is available on:

Chrome and Firefox (both on MacOS and Windows, it is not available on mobile browsers)
iOS App

2. Desktop call receiving is available on:

11Sight web application on Chrome, Safari, Firefox and Opera by keeping a dedicated tab open (both on MacOS and Windows, doesn’t work on mobile browsers)
You can also download our Chrome extension to get notified with a system notification.

3. Call Recording:

In calls that are answered on Chrome, full video/audio call recording is available. In calls that are answered on iOS and Android apps, audio call recording is available.

4. 11Sight video calls cannot be established on certain networks due to blocked ports.
   Some network administrators block access to VoIP ports. In these cases, the user should connect to another network or contact their network administrator. Please click here for more information.

5. QR Codes/SMS Applications

Some QR Code scanners and SMS reading applications open the link in their application which only have limited browser capabilities. In some of those cases, 11Sight video calls will not work and we will ask the person to copy a link and open it in a supported browser.

Supported Devices and Browsers

11Sight native applications and web application works on most of the computers, mobile devices and browsers that have access to a camera and a microphone. In case we can’t access or find a camera and microphone, our system falls back to a text only session, ensuring a communication is established.

Below, you can find our interoperability matrix and platform specific functionality. 

Interoperability

Microsoft started to support WebRTC with its latest Chromium version of the Edge browser. Please click here to update or download the latest version.

Platform Specific Functionality

1. Desktop sharing is available on:

Chrome and Firefox (both on MacOS and Windows, it is not available on mobile browsers)
iOS App

2. Desktop call receiving is available on:

11Sight web application on Chrome, Safari, Firefox and Opera by keeping a dedicated tab open (both on MacOS and Windows, doesn’t work on mobile browsers)
You can also download our Chrome extension to get notified with a system notification.

3. Call Recording:

In calls that are answered on Chrome, full video/audio call recording is available. In calls that are answered on iOS and Android apps, audio call recording is available.

4. 11Sight video calls cannot be established on certain networks due to blocked ports.
   Some network administrators block access to VoIP ports. In these cases, the user should connect to another network or contact their network administrator. Please click here for more information.

5. QR Codes/SMS Applications

Some QR Code scanners and SMS reading applications open the link in their application which only have limited browser capabilities. In some of those cases, 11Sight video calls will not work and we will ask the person to copy a link and open it in a supported browser.

Our Server Addresses

11Sight native applications and WebApp requires several servers to function. These are:

1. app.11sight.com WebApp Server: Serves WebApp and the necessary connections for clients
2. call.11sight.com Sip Server: Helps the video and audio get established
3. ganymede.11sight.com Stun/Turn Server: fallback for audio / video establishment

Relevant Ports and Their Functions

List of ports and short functionality that need to be enabled: 

1. app.11sight.com WebApp Server:

2. call.11sight.com Sip Server:

3. ganymede.11sight.com Stun/Turn Server:

What You Need to Do

These ports need to be available in / out and TCP / UDP in the firewall of the network for our serves to be able to establish and maintain video / audio / text calls.

Our Server Addresses

11Sight native applications and WebApp requires several servers to function. These are:

1. app.11sight.com WebApp Server: Serves WebApp and the necessary connections for clients
2. call.11sight.com Sip Server: Helps the video and audio get established
3. ganymede.11sight.com Stun/Turn Server: fallback for audio / video establishment
4. turn-eu.11sight.com
5. turn-bh.11sight.com

Relevant Ports and Their Functions

List of ports and short functionality that need to be enabled: 

1. app.11sight.com WebApp Server:

2. call.11sight.com Sip Server:

3. ganymede.11sight.com Stun/Turn Server:

What You Need to Do

These ports need to be available in / out and TCP / UDP in the firewall of the network for our serves to be able to establish and maintain video / audio / text calls.