Unexpected Disconnection with ReconnectReason.Failover Despite Stable Network

Video SDK
1

Video SDK Type and Version
Web Video SDK version: 2.2.5

Description
All users in the meeting were disconnected from Zoom and received ConnectionState.reconnecting with ReconnectReason.Failover. About 2 seconds later, they received ConnectionState.connected again. Why did this disconnection occur even though the network connection was stable? Could you explain the reason?

Device (please complete the following information):

  • Device: Desktop

  • OS: Windows 10, Windows 11

  • Browser: Chrome

Additional context
SessionId: USItrSzyQa255aKizLODGA==

Thank you in advance for your support.

2

Hey @Dungvl76

Thanks for your feedback.

SessionId: USItrSzyQa255aKizLODGA==

We have identified this issue, and it is a bug in our media server. It will be fixed and deployed this weekend.

Thanks
Vic

3

@vic.yang is this fixed? I have the exact same thing. The device is an Android tablet and it is happening only here.

Session ID: nPoeP/4wTf+AlmcZ8VgrTQ==
Web Video SDK version: 2.2.12

After a few seconds I have this log: reason: “failover”; state: “Reconnecting”

4

Hi @klocuszek

Thanks for your feedback.

nPoeP/4wTf+AlmcZ8VgrTQ==

After analyzing the logs, we found that this Android device does not support the H.264 codec for WebRTC video, which caused a failover and fallback to the WebAssembly video solution.

Could you provide the specific model of this device?

Thanks
Vic

5

Hi @vic.yang !

Thanks for the quick reply! It happened to be an Android simulator, because I don’t have access to Android devices that are sent to our patients.

However, I can tell you that patients are receiving Samsung Galaxy A9+ tablets. I will try to attach Session ID from the real device here later.

According to your team, do these tablets support these codecs correctly?

6

Here are the session IDs (on real devices) where the problems are occurring. If you could point us to the source of the problems, we would appreciate it. Sometimes the video of the participants just disappears, but their audio remains.

XzBVMyj2QbmCgloReH7yaA==

N/ gCkjE1RcOIVrCyHBm3mg==

7

Hi @klocuszek

XzBVMyj2QbmCgloReH7yaA==

In this session, is the video from the Android device not visible to other participants?

N/ gCkjE1RcOIVrCyHBm3mg==

We can’t find this session—could it be because the session ID is incorrect?

Thanks
Vic

8

XzBVMyj2QbmCgloReH7yaA==

In this session, is the video from the Android device not visible to other participants?

Yes. The participant sort of disappears and reappears every now and then, resulting in duplication (but the duplication may be on our side).

N/ gCkjE1RcOIVrCyHBm3mg==

We can’t find this session—could it be because the session ID is incorrect?

Yeah, sorry about that. Here is the correct one: Session ID: X4IIyUS/S+a+yXo3ZE4T1w== - Some patients disconnected, and some video tiles went black (5 Android devices + 1 web browser).

Another session ID: /Arv+K+dRqScMu9pkjWknQ==

And another where t video player of the meeting participant disappeared, but he was all the time in the session: 36wPJHBoT8uHmp9lVF/qKA==