User unable to connect to video

Video SDK
1

Video SDK version 2.3.0

We received a report about a user having trouble entering their session. The session id is M//K4g96QSaZwHyMkGW52g== and the user key is 8e45dd28-c021-44be-958d-62ed04dc9da5.
Based off the zoom dashboard view, the user’s health and video quality are both reported as ‘Good’.

At first it seems like the user’s video permissions were denied: errorCode 6100 and message ‘Video loaded metadata timeout 3’ (potential user error?).

Following that, we observed multiple attempts to re-enter the session. Twice, the user got ActiveMediaFailedCode.VideoStreamMuted (code 207), which we see means ‘The camera was temporarily occupied and then released.’ Could you provide further insight on what caused that and how a user can avoid that going forward?

Finally, it does seem like the user is able to successfully enter on the 7th attempt. A couple of follow-up questions: Since their attempts were back to back, is the issue random and resolved by repeated re-entry? Also, are you able to see if this user was automatically kicked by the SDK or leaving on their own?

Thanks!

2

Hey @Billy117

Thanks for your feedback.

M//K4g96QSaZwHyMkGW52g==

After analyzing the log, we found the video issue occurred when joining the session using Android Firefox.

In the first few attempts, there was a ‘video loadedmetadata timeout’ error, causing the video to fail to start. In the subsequent attempts, the video was able to start initially, but after some time, an active-media-failed event occurred, and the video was system muted. Based on the logs, this might be related to the browser switching to the background.

In all these attempts, the user actively left and rejoined the session. As for the first issue, we are still investigating and may provide a test link to verify whether it is related to the browser itself.

Thanks
Vic