# User in call after no internet? **URL:** \ **Category:** Web\ **Tags:** video-sdk, websockets, sdk\ **Created:** [September 18, 2025, 8:23am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462 "2025-09-18T08:23:04Z")\ **Posts on this page:** 11\ **Page:** 1
**Author:** ![meet-jeavio](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/meet-jeavio/32/69404_2.png) [@meet-jeavio](https://devforum.zoom.us/u/meet-jeavio)\ **Post date:** [September 18, 2025, 8:23am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/1 "2025-09-18T08:23:04Z")
**Description** Our implementation contains one on one video call sessions. For following 2 sessions we observed this scenario where one is dropped from the call and the other isn’t. He we know there was some issues because our custom websocket connection was dropped but user was in the call. Can you please help me understand what exactly happened and why user was still in the call even when our custom socket was disconnected due to internet issues. **Instance 1:** Session ID: E7zQ8oJVRjOk55H0lO1/PA== **Instance 2:** Session ID: v08OJu7dQuebC9AJXfQu5Q== * * * Additionally: If you can please let me know what is the `pingTimeout` of zoom websocket connection. ---
**Author:** ![meet-jeavio](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/meet-jeavio/32/69404_2.png) [@meet-jeavio](https://devforum.zoom.us/u/meet-jeavio)\ **Post date:** [September 26, 2025, 2:45pm UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/2 "2025-09-26T14:45:34Z")
@vic.yang can you please help me out here. ---
**Author:** ![vic.yang](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/vic.yang/32/24656_2.png) [@vic.yang](https://devforum.zoom.us/u/vic.yang)\ **Post date:** [September 28, 2025, 3:55am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/3 "2025-09-28T03:55:38Z")
Hey @meet-jeavio Thanks for your feedback. > Can you please help me understand what exactly happened and why user was still in the call even when our custom socket was disconnected due to internet issues. We have a heartbeat detection mechanism. If the server does not receive a heartbeat packet from the client within 2–3 minutes, the server will remove that user. However, when a user disconnects from the server (due to network issues or by closing/refreshing the page), we trigger a `user-updated` event to the users in the session with a payload containing `isInFailover: true`. > **[Video SDK - web - Event handling](https://developers.zoom.us/docs/video-sdk/web/handle-events/#isinfailover)** > > The Zoom Developer Platform is an open platform that allows third-party developers to build applications and integrations upon Zoom’s video-first unified communications platform. Thanks Vic ---
**Author:** ![meet-jeavio](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/meet-jeavio/32/69404_2.png) [@meet-jeavio](https://devforum.zoom.us/u/meet-jeavio)\ **Post date:** [September 30, 2025, 11:46am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/4 "2025-09-30T11:46:02Z")
Hello @vic.yang , Thanks for you response. I have a follow up question here, for this sessions I have mentioned that the user was disconnected. What happened here is a new call was initiated that joined to the same older session, how did that happened can you please let me know ? In above 2 sessions you must be able to see that when one user was disconnected with zoom session, 2 users joined the same session. But here the signature was unique for new users who joined the session. How did they joined the older session with new signature ? ---
**Author:** ![meet-jeavio](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/meet-jeavio/32/69404_2.png) [@meet-jeavio](https://devforum.zoom.us/u/meet-jeavio)\ **Post date:** [October 1, 2025, 9:40am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/5 "2025-10-01T09:40:58Z")
@vic.yang can you please help me understand here what happened ? ---
**Author:** ![vic.yang](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/vic.yang/32/24656_2.png) [@vic.yang](https://devforum.zoom.us/u/vic.yang)\ **Post date:** [October 2, 2025, 7:13am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/6 "2025-10-02T07:13:21Z")
Hi @meet-jeavio Under the same account, if the same session name is used and an ongoing session exists, it will join that session; otherwise, a new session will be created. Thanks Vic ---
**Author:** ![meet-jeavio](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/meet-jeavio/32/69404_2.png) [@meet-jeavio](https://devforum.zoom.us/u/meet-jeavio)\ **Post date:** [October 2, 2025, 7:42am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/7 "2025-10-02T07:42:30Z")
Hello @vic.yang , Thanks for your response. This is true if the signature using is unique but the session name is same ? Thanks, Meet ---
**Author:** ![meet-jeavio](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/meet-jeavio/32/69404_2.png) [@meet-jeavio](https://devforum.zoom.us/u/meet-jeavio)\ **Post date:** [October 3, 2025, 9:42am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/8 "2025-10-03T09:42:42Z")
Hello @vic.yang , sorry for bugging can you please confirm this understanding, It will help me a lot. Thanks ---
**Author:** ![vic.yang](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/vic.yang/32/24656_2.png) [@vic.yang](https://devforum.zoom.us/u/vic.yang)\ **Post date:** [October 9, 2025, 2:01am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/9 "2025-10-09T02:01:39Z")
Hi @meet-jeavio Sorry for the late reply; I was out of the office last week. The JWT token will differ because it includes a timestamp, but what we actually validate is whether the session name matches an existing session. Thanks Vic ---
**Author:** ![meet-jeavio](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/meet-jeavio/32/69404_2.png) [@meet-jeavio](https://devforum.zoom.us/u/meet-jeavio)\ **Post date:** [October 9, 2025, 3:47am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/10 "2025-10-09T03:47:10Z")
Hello @vic.yang Thanks for the response. This is helpful. ---
**Author:** ![system](https://us1.discourse-cdn.com/flex016/uploads/zoomdeveloper/original/3X/6/1/614bdd549b610bbaa46ff934617683a02bdaa03c.png) [@system](https://devforum.zoom.us/u/system)\ **Post date:** [October 9, 2026, 3:47am UTC](https://devforum.zoom.us/t/user-in-call-after-no-internet/137462/11 "2026-10-09T03:47:29Z")
Closed on October 9, 2026, 3:47am UTC This topic was automatically closed 365 days after the last reply. New replies are no longer allowed.