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Calls Dropping or Auto-Disconnecting — Browser-Based Calling |Troubleshooting Guide|

Browser-based calling uses your internet connection (WebRTC) to place and receive calls. Call drops and auto-disconnections can happen due to multiple overlapping causes — please complete all steps below, not just the first one that seems relevant. This ensures the issue is fully resolved and does not recur.

Step 1- Test your Internet Connection Stability

Browser calling needs a stable connection, not just fast speeds. Even a brief dip in your connection mid-call will cause it to drop. Run the test below for a minimum of 5 minutes:

🔗 https://test.vsee.com/network/index.html

The Call Quality Prediction graph must stay between Fair and Excellent throughout. If it fluctuates or dips to Bad, your internet is a contributing cause regardless of other fixes.

What to do:

  • Switch to a wired (ethernet) connection if possible
  • Move closer to your Wi-Fi router
  • Pause heavy bandwidth usage on the same network (video streaming, large uploads/downloads)
  • Restart your router

Step 2- Check Microphone Permission in Chrome

Chrome can automatically revoke microphone access — especially after a browser update. If this happens mid-session, the call drops without any warning.

  1. While on the FreJun tab, click the 🔒 padlock icon in the Chrome address bar
  2. Check that Microphone is set to Allow
  3. If it shows Block or Ask, change it to Allow
  4. Refresh the page and make a test call

Step 3- Verify Browser Calls Toggle and User Access

If browser calling access is disabled at the user or account level, calls may connect briefly and then drop immediately.

  1. Click the FreJun Chrome Extension icon in your Chrome toolbar
  2. Go to Settings
  3. Confirm the Browser Calls toggle is turned ON

If the toggle is missing or greyed out, browser calling has not been enabled for your user account. Contact your Superadmin to grant access:

FreJun Account > Billing > Overview > Browser Calling > Manage Users

Note: Super-Admins/Owners are users with full admin and billing access in your FreJun account.

Step 4 - Test in Incognito Mode to Isolate Extension Conflicts

Ad blockers, privacy tools, and certain productivity extensions interfere with WebRTC and cause calls to drop. Incognito mode disables all extensions (except those you explicitly allow), making it the fastest way to isolate this.

  1. Open a new Incognito window in Chrome (Ctrl + Shift + N)
  2. Log in to FreJun and make a test call

If calls are stable in Incognito: a browser extension is causing the conflict. Go to Chrome Settings > Extensions, disable all extensions except the FreJun Chrome Extension, then re-enable them one by one until the drop returns. Common offenders include uBlock Origin, Ghostery, Privacy Badger, and VPN browser extensions.

If calls still drop in Incognito: proceed to the next steps — the cause is elsewhere.

Step 5- Reinstall the FreJun Chrome Extension and Re-login

A corrupted or outdated extension installation can cause intermittent drops. Reinstalling forces a clean state, and re-logging in refreshes your session token — both should be done together.

  1. Go to Chrome Settings > Extensions
  2. Find the FreJun Chrome Extension and click Remove
  3. Reinstall it from the Chrome Web Store (or from your FreJun web app)
  4. When prompted, grant all permissions — including access to all sites
  5. Log out of your FreJun account completely, then log back in
  6. Make a test call

Also confirm the extension is on the latest version before reinstalling — check the Chrome Web Store for the current version number.

Step 6- Clear Browser Cache and Cookies

Corrupted cached data or stale session cookies can cause unexpected behaviour including call drops. Clearing these gives FreJun a fully clean session in the browser.

  1. Go to Chrome Settings > Privacy and Security > Clear Browsing Data
  2. Select Cached images and files and Cookies and other site data
  3. Set the time range to All time
  4. Click Clear data
  5. Close Chrome completely and reopen it
  6. Log back in to FreJun and make a test call

Step 7- Check for VPN or Firewall Interference

This step applies only if you are using a VPN or are on a corporate/enterprise network. If neither applies to you, skip to the escalation section below.

FreJun uses WebRTC for browser calling, which requires specific UDP ports to remain open. Many VPNs block or throttle these ports, and corporate firewalls may restrict them by default — causing calls to drop after a few seconds or at unpredictable intervals.

To check:

  1. Disconnect your VPN entirely
  2. Make a test call directly from your regular network
  3. If the call is stable without the VPN, your VPN is the cause

Resolution: Ask your IT team to whitelist FreJun's WebRTC traffic or create a split-tunnel rule that excludes FreJun from VPN routing. Ports to whitelist: UDP 3478 and UDP 5349 (STUN/TURN).

👉 Still Dropping After All Steps?

If calls continue to drop after completing every step above, the issue may be at the account or infrastructure level. Please reach out with the details below — sharing this upfront helps us resolve it faster without additional back-and-forth:

  • Call ID of a dropped call → How to retrieve a Call ID
  • Approximate time and total duration of the call before it dropped
  • Whether the drop happens at a consistent point (e.g., always at 30 seconds)
  • Screenshot of your vsee.com network test
  • Whether the issue affects all users in your account or a specific user

📧 support@frejun.com
💬 Live chat via your FreJun account

Not sure if this applies to you? Open the FreJun Chrome Extension > Settings — if you see a Browser Calls toggle, this article is for you.

Using network/SIM-based calling on an India plan instead?
See 👉 Calls Dropping or Auto-Disconnecting — Network-Based Calling