Green video when hardware acceleration is enabled

Video SDK
1

We have a customer that is using our application and they get a green video when hardware acceleration is enabled in their browser and the virtual background option is enabled. Disabling hardware acceleration resolves the issue and the video shows properly but no virtual background option is available

Video SDK: 2.3.15
Chrome 146
OS Windows

2

Hi @mk352 I suspect this issued is caused by high CPU usage for that user. Can you please provide a session id where this issue occurred? I can check the meeting stats to verify.

3

Hey @mk352

Could you share some problematic session IDs with us for troubleshooting purposes?

Thanks
Vic

4

Hey guys,

Sorry for the delay on this. Here are some sessions that were problematic and 1 that was fine because we disabled hardware acceleration:

VFATQBI5TyOFLcrt7Bao3Q==
n+pYA/UOSx2QmcrhNNoIgg==
ebgk0RaCTJWr9S3QjddL7A== - Hardware acceleration disabled - no issues
+W67mX5xS+GChHAC//JcFg==

5

Hi @mk352

Sorry for the late reply.

VFATQBI5TyOFLcrt7Bao3Q==
n+pYA/UOSx2QmcrhNNoIgg==
ebgk0RaCTJWr9S3QjddL7A== - Hardware acceleration disabled - no issues
+W67mX5xS+GChHAC//JcFg==

After analyzing the logs, this may be related to the GPU, but we need your help to verify the cause of the issue.

  1. Keep Chrome’s system setting Use graphics acceleration when available enabled.
  2. Open chrome://flags, search for Hardware-accelerated video encode, and set it to Disabled. Relaunch Chrome and check whether the green video issue still happens with VideoSDK.
  3. Alternatively, try this WebRTC sample (https://fippo.github.io/simulcast-playground/rid-as-mid?codec=h264&profile=64001f) and see whether the same issue occurs there.

Thanks
Vic

6

Hey Vic,

No worries. Unfortunately, this is a customer of ours and we’ve already spent a quite of bit of time troubleshooting with him so I don’t think he’ll be available to do it again. What’s strange is we updated to v2.3.15 which we noticed had bug fixes around virtual backgrounds and we had the user test in our staging environment and everything worked well but when we pushed to production, the same issue was happening with the green video. The user also tried clearing browser cache and data, restarting the browser and PC, etc. Any other ideas on this?

7

Hi @mk352

From what we can see, all sessions have virtual background enabled. We’d like to confirm two things:

  • When the green video issue occurs, is it visible to the receiver as well?
  • If hardware acceleration is enabled but virtual background is turned off, does the issue still occur?

Thanks
Vic

8

Hey @vic.yang ,

1 . Yes - I was on a troubleshooting call with the user and saw the green video on the receiving end
2. Yes - If virtual background is disabled, the video still appears green

This is another session where the video was green and we were troubleshooting with the customer, toggling HA on/off

SessionId: 30pKlFSFRJqgMZkNBZKjFw==