Using a VPN with Katmai

Katmai uses real-time audio, video, screen sharing, and movement. Because of this, VPNs can sometimes cause performance or access issues.

A VPN may work fine for email, browsing, messaging, or streaming, but still interfere with Katmai because real-time applications and communications are more sensitive to latency, packet loss, and unstable routing.

Common VPN-related issues may include:

• Choppy or delayed audio
• Frozen or delayed video
• One-way audio or video
• Trouble joining a room
• Random disconnects
• Slow loading
• Screen sharing problems
• Delayed movement in the office
  
  

First test: turn off the VPN to see if the issues are resolved

1. Turn off the VPN completely.
2. Quit and reopen your browser.
3. Rejoin Katmai.
4. Test audio, video, screen sharing, and movement.

If Katmai works normally with the VPN off, the VPN connection path is likely the issue.

Recommended fix: The best setup is to let Katmai bypass the VPN.

Many VPNs support split tunneling, which allows some apps or websites to use your direct internet connection while the rest of your traffic continues through the VPN. If your VPN supports split tunneling, configure your browser or Katmai to bypass the VPN. 

Your VPN may try to automatically optimize your network connection. Check for, and turn off, the "Fastest Server" or "Smart Location" auto-pick feature.

If your company requires a VPN, ask your IT team whether Katmai can be excluded from the VPN or approved for direct real-time WebRTC traffic.

VPN Supplier - “Private Internet Access” [privateinternetaccess.com]

Private Internet Access, also known as PIA, is a common VPN provider. It includes several settings that can affect Katmai performance, including server location, split tunneling, VPN protocol, multi-hop, proxy routing, and packet-size settings.

If you are using PIA, start here:

1. Open Private Internet Access.
2. Disconnect from the VPN.
3. Quit and reopen your browser.
4. Rejoin Katmai.
5. Test audio, video, screen sharing, and movement.

If the issue goes away with PIA disconnected, PIA is likely affecting the Katmai connection.

To try to make Katmai work better with PIA, use these settings:

• Use split tunneling. In PIA, open Settings and look for Split Tunneling. Configure your browser, or Katmai if available, to bypass the VPN.
• Choose a nearby VPN server. Avoid routing through distant regions unless required. A user in the Philippines, for example, should avoid connecting through the United States or Europe unless there is a specific business reason.
• Try WireGuard. In PIA, go to Settings, then Connection, and choose WireGuard as the protocol if available.
• Avoid OpenVPN over TCP if possible. TCP can be more stable for some networks, but it is often worse for real-time audio and video. UDP-friendly settings are usually better for Katmai.
• Turn off Multi-Hop. PIA’s Multi-Hop feature routes traffic through an additional proxy path. That can add delay and instability for real-time media.
• Turn off proxy modes. SOCKS5, Shadowsocks, or similar proxy routing can add another layer between the user and Katmai.
• Try small-packet or MTU settings. If audio/video is choppy, unstable, or one-way, packet-size issues may be involved. PIA may include settings that help with this.
• Restart after changes. After changing PIA settings, disconnect and reconnect PIA, quit and reopen your browser, then rejoin Katmai.

Contacting Support

If the issue continues, contact Katmai Support and include:

• Your location (Country)
• Whether you are using Wi-Fi or Ethernet
• The VPN you are using
• The VPN server location
• Whether Katmai works with the VPN turned off
• Whether split tunneling is enabled
• Whether WireGuard, OpenVPN, TCP, UDP, Multi-Hop, proxy mode, or small-packet settings are enabled

For the best experience, use Katmai on a direct internet connection or configure your VPN to let Katmai bypass it.