We have a user on `@zoom/videosdk` (Web) who has never been able to connect to the audio/video media channels, even though the SDK’s chat message feature works fine for them!
Sessions:
This issue occurs on the user’s side with our product, so we are unable to retrieve the relevant information.
@OliverLLL for 2 of the meetings, they are fairly short, and the host ended the video call in less than a minute.
cRgXLfVcS4SbWPOvSRVZgA== is a usable sample. Can you elaborate on what you mean that the user is unable to connect to the audio and video channels?
ZSEE-209380
The user reported that they were unable to use audio and video. According to our logs, the failure occurred when calling stream.startVideo.
The log shows:
{ reason: RECONNECTING_MEETING, subCode: 3, type: OPERATION_CANCELLED }
Looking further back in the logs, we noticed that the user experienced multiple reconnection errors:
{ event: connection-change, payload: { reason: failover, state: Reconnecting } }
This issue has been persisting for this user since around April without a resolution. We would appreciate it if you could provide any additional insights or recommendations from your side!
Hey @OliverLLL
cRgXLfVcS4SbWPOvSRVZgA==
I’d like to confirm whether this issue occurs only for this user, who joined the session using an iOS browser.
We did see a session reconnecting event in the logs due to network issues. The type: OPERATION_CANCELLED error is also expected because the startVideo operation was cancelled while the session was reconnecting.
Thanks
Vic
Yes, iPhone, Mobile Safari 18.6.
Hi, is there any update?
Hi @OliverLLL
cRgXLfVcS4SbWPOvSRVZgA==
Based on what we see so far, network issues are still preventing the user from joining audio/video, as we observed that other network connections were also disconnected at the same time.
Thanks
Vic
