Description Some users have been experiencing camera issues and active media issues in the following session marked below. They have reported that the camera is taking longer than usual to turn on and some errors happening trying to switch between multiple cameras. As well as one user receiving an Active Media Error. I was wondering if the log on Zooms side has any details as to what might be happening or if you can point me in the direction of where I might acquire this information for myself.
Error? As mentioned above, camera issues and Active Media issues
After analyzing the log, we found User 33558528 indeed encountered an active media failed issue and received the ActiveMediaFailedCode.WebGlContextInvalid(204) code. This could be due to using an incorrect canvas element or the browser not supporting WebGL rendering.
We have noticed issue on a bigger number of our users. We are using the regular canvas instead of the video-player-container but I’m not sure how this can affect this issue. Is there any way to check the users compatibility with WebGL to maybe reroute to WebRTC instead of WebAssembly or if you have any insight on how this type of issue can be handled. Thanks
We recommend not frequently creating and destroying canvas elements when using canvas, because the number of available WebGL contexts on a page is limited. Instead, try to hide the canvas element using CSS styles.
We also recommend using the WebRTC video solution; however, video rendering should first be migrated from the renderVideo method to the attachVideo method.
Currently the user is reporting that the issue occurs event when he enters a meeting even after refresh. Only one canvas is used currently for the users view and one for share view but the user reported not having to stop or start share screen for the error to appear.