Troubleshooting Error Code 20002: High Incoming Packet Loss

Symptom

The system has detected high incoming packet loss during network testing. You may see the following warning message:

“There’s high incoming packet loss. You may have a hard time hearing what others say. Try improving your network connection.”

What is this about?

High incoming (ingoing) packet loss indicates that media packets sent to your device are not being received properly. This means data is getting lost during transmission across the network.

Potential Risks

High packet loss directly impacts the quality of your visits and meetings:

• Audio Issues: It will be difficult to hear or understand what is being said.
• Video Issues: You may experience video freezes.
• Synchronization: You may encounter lip-synchronization issues.

Suggested Actions

Packet loss can be caused by various environmental or hardware factors. Follow these steps to improve your connection:

1. Switch to a Wired Connection: Whenever possible, use an Ethernet cable rather than Wi-Fi or cellular data.
2. Optimize Proximity: If you must use Wi-Fi, move closer to the router or access point.
3. Test Different Locations: Try moving to different areas of your home or office to see if signal quality improves.
4. Review Network Hardware: If you use Wi-Fi mesh systems or range extenders, they may require reconfiguration to handle media traffic effectively.