One of our users has been getting kicked out of their sessions. We see that the on connection change event is firing twice: once with reconnecting failover and then with connection state fail. I have read the forum post “Clarification on connection-change behavior with fail state and failover reason” (won’t let me link) and initially thought it might be the a connection issue with the user. However, this pattern happens every time the user enters a session.
For additional context, they are using a Samsung Galaxy phone and cellular data. I would appreciate it if you could take a look at what might be causing this issue. Also, this does not happen to any other user.
It seems these are not valid session IDs. You can retrieve the correct session ID from the web portal under Dashboard, or if you’re currently in a session, you can get it programmatically by calling client.getSessionInfo().sessionId.
After analyzing the logs, we didn’t observe repeated reconnection attempts in this session. We only saw that one user left the session shortly after joining, which might have been due to closing the browser.
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This session occurred over a month ago, and we’re unable to retrieve its detailed logs because detailed logs are only retained for one month.
That is strange as it doesn’t match the reported flag and the events we got from the connection change event. Would you be able to look at this session: T9snPBaiT0G1l6LckzQuRA==
Seems like similar problems happened to one user in that session. Thanks again!
After analyzing the logs, we found that userID 16791552 (on Windows Edge) experienced a network-induced reconnection approximately 6 minutes after joining the session. However, the reconnection failed because the JWT token had expired.