From May 8 2021, our users are experiencing audio degradation on our application.
We are using the latest Web SDK version (1.9.1), no new release has been done on our side.
Our application is one to one online meeting. 1 host, 1 non host participant.
Encountered problems by users can be one or more from the following list:
- The host suddenly stop to hear the non host participant after more or less 30 minutes in the meeting. In most cases it’s the host who cannot hear anymore the other participant but time to time the opposite also happens.
- The host suddenly stop to hear the other participant when starting to do screen sharing.
- Audio (and video) quality has been degraded compared to few days before May 8th.
This problem started to be reported from May 8 and still continue (at least yesterday)
We are operating in Japan, and you did a maintenance on your Japan Data Center on May 8 2021 5AM (JST)
So my question is : can the deterioration observed here be caused by your maintenance ? (it’s a real question, no offence here )
By the way, we reported to you Service degradation on the Tokyo data center more than a month ago and it seems not being fixed yet. (not enough capacity on this data center at business hours, thus redirecting our meeting to Singapore (closest & fastest gateway to reply from Japan) and deteriorating audio/video due to network latency)
We would like to know more about what you’ve done on last weekend maintenance on the Tokyo DC, just to have more information and know whether it could be the cause.
Thank you for your cooperation.