Under most circumstances, the Highfive hardware and service are both plug-and-play, requiring no additional configuration steps for a great experience. However, in some environments, degraded performance may occur if a network restricts or bottlenecks Highfive traffic.
If you’ve met the the Highfive Minimum Network and System Requirements and are experiencing degraded Highfive call quality, the network optimization recommendations outlined in this article have been proven helpful with ensuring a consistent high-quality experience for many of our customers.
Important: Every network is different and some are even configured a specific way for legal reasons. Consult with with your IT team or Network Administrator before making any changes to ensure you are not violating any policies set by your organization.
Highfive / Dolby Configuration
- Highfive strongly urges you to consider a dedicated VLAN for Highfive equipment that is unrestricted with access to external services and other devices on the same VLAN.
- There is no feature of Highfive that requires end-user software clients to access these devices directly on the local network, so we consider this to be safe.
- Example: As an authenticated Highfive user, you can move your call up to a Highfive device from your mobile phone that is on 4G/LTE (not on the same VLAN).
- A separate VLAN will ensure that there is no possibility of any Highfive requirements compromising your corporate LAN and prevents any flow between secure LAN services and Highfive.
Switch / Router Ethernet Settings
- Ensure that your switch / routers are capable of negotiating full-duplex 1Gbps, or at least 100Mbps Ethernet links.
- The Highfive device will fail to establish a link if connected to switches/routers that don't meet these requirements.
- If a Level 2 "flow-control" setting is available on your switch or router, ensure it is enabled.
- We recommend using a PoE-capable switch for the Dolby conference phone.
- If one isn’t available and you need to use a PoE injector instead, use a reliable and high-quality brand that delivers steady power and data links.
- Here is an example of a PoE injector that we have tested and found to be successful: http://amzn.to/2xbM8uP
- Avoid using any bandwidth or traffic-shaping tools on the switch or router which restricts the bandwidth available to the devices.
- The bandwidth usage of the Highfive and Dolby devices is on average 3Mbps for uplink and 3.5Mbps for downlink when used for a full video conference with the maximum number of participants. However, there are sometimes brief intervals of time lasting only tens of milliseconds where the instantaneous bandwidth used is an order of magnitude higher. Bandwidth and traffic shapers may apply their bandwidth limits over these short spans of time and cause severe packet loss and audio/video quality issue, so we recommend they not be used on the Highfive device VLANs.
- If you must have bandwidth or traffic shaping enabled, create your own audio and video QoS policy for Highfive UDP traffic over destination port 5005.
- If there are any routing priorities set, increase Highfive’s priority.
- Avoid applying any application level firewalls to the Highfive or Dolby devices and their VLAN, if any. We have observed these firewalls to disrupt peer-to-peer communication between these two devices and, as a side effect, also periodically affects their communication with the Highfive service.
- If you must have application level firewalls enabled, add a firewall rule to exempt the Highfive and Dolby devices. Your tools may allow you to use the IP address of both units for the exception.
- Web proxy users can add an exception for our outbound HTTP traffic on Port 80 (TCP) and HTTPS traffic on Port 443 (TCP) by whitelisting *.highfive.com and our CDN: https://dvwx47tzn54nr.cloudfront.net/
If you are still experiencing degraded Highfive video call quality after following these steps, please feel free to contact Highfive Support at (844)464-4445 or email firstname.lastname@example.org through the hours of 7am-5pm Pacific Time to report the issue for additional investigation.