WebRTC ICE failure in Genesys Cloud SDK 5.4.2

Voice & Telephony
1

Context:
Just noticed that WebRTC connections drop immediately after initialization in our custom softphone wrapper. Using Genesys Cloud SDK v5.4.2. The logs show ICE Gathering Failed and No candidate found errors. This happens consistently in the Sydney environment, not in the US dev instance. Network is open on UDP 3478-3481.

Question:
Is there a known issue with ICE candidate gathering in SDK 5.4.2 for Australian regions? Or should I check specific firewall rules for STUN/TURN servers?

2

You need to verify that your STUN servers are explicitly configured in the SDK initialization object, as the default Genesys Cloud STUN endpoints are often blocked by Australian enterprise firewalls. Check the network tab for blocked UDP traffic on port 3478 before assuming it’s an SDK bug.

3

This is caused by regional STUN endpoint routing changes in the latest SDK patch. Ensure your initialization object explicitly lists the APAC STUN servers to bypass default US-centric resolution.