Users can't hear each other

Video SDK Web
1

Hello Zoom team,

On our project, we’re having a lot of issues with audio. Most of the times, one user can’t hear the other. This happened on the session ojbKoIEvQ7izSixrUOlmtA==.

For more context, before this interaction, there’s a page confirming the permissions and another one with the preview for the meeting.
We’re now using the version 2.1.10 of the @zoom/videosdk.

How can we proceed?

Thank you.

2

Happened again on session cQSki/gaSF64T9j/CJib1Q== after user joins using the camera

3

Hey @baraky I’ve clocked you have made several posts about Video SDK issues and I’m wondering if it’s a matter of configuring the correct geo_region in your JWT request. See the documentation here. Let me know if this helps.

4

@alexm Thank you!
I’ll force it to the customer’s country, since all our issues are happening only with users located in the US, which is not the country I’m located.
When not provided, do you know which country it defaults to?

Thank you again.

5

That’s a good question and it doesn’t appear documented, so I can only assume it’s within the region where your account is registered. I’d be curious to see if forcing the region works to solve a bunch of your issues.

6

Hey @baraky

Thanks for your feedback.

ojbKoIEvQ7izSixrUOlmtA==
cQSki/gaSF64T9j/CJib1Q==

We found that users in the session using Video SDK Web didn’t encounter obvious issues. However, there was one user using the Native SDK who didn’t join audio. Are you referring to this user?

By the way, we found that there is a user in the session who is bound to a PSTN call. Is it this user’s audio that has an issue?

Thanks
Vic

7

Hi @vic.yang,

The only ways to access our meetings are through our web portal (using VideoSDK) or via an invite through a phone call. I’m unsure how someone could have used the Native SDK in this case.

Regarding the session with a user bound to a PSTN call, the issue occurred after the call ended, and the same user joined using our web application.

Could you confirm Alex’s theory? Also, do you know what the default country is when the geo_regions value is not provided?

Thank you!

8

Hi @baraky

Could you confirm Alex’s theory? Also, do you know what the default country is when the geo_regions value is not provided?

Not setting geo_regions does not affect joining a session. Zoom has data centers deployed globally, and by default, we will connect to the data center with the fastest response time.

Thanks
Vic

9

Hello @vic.yang
Thank you for the confirmation, but this means that’s not the reason.
Is it possible that the microphone is just muted?

Thank you

10

Hi @vic.yang

It happened again on the session DSl0Nh6OSEOnExPjb09Nyw==. It was working normally for the first 14 minutes but the sound just stopped for one of the users and then the video froze.

Looks like, at the same time, we received a log for the error user is not send video (with the typo).

Thank you.

11

Again for Session 4ujfb+51TFK51NbScFFSbg==

12

Hi @baraky

DSl0Nh6OSEOnExPjb09Nyw==

After analyzing this session, we found that around the 12-minute mark, a user joined using iOS, but their audio was interrupted due to system reasons (possibly another app using the microphone). The user needs to interact with the page to retry audio capture. We provide the active-media-failed event with the payload code: ActiveMediaFailedCode.AudioStreamMuted

We will add a new section in the developer documentation for these critical event handlers:

Regarding the ‘user is not sending video’ error, it occurs when the user attempts to render video before actually starting to send it. To handle this properly, listen for the peer-video-state-change or user-updated events. More details can be found in this guide:

Thanks
Vic

13

Hi @baraky

4ujfb+51TFK51NbScFFSbg==

In this session, the audio was fine for most of the time. However, towards the end, one user may have unplugged their microphone, causing the audio capture to be interrupted. As a result, the other users in the session couldn’t hear any sound.

We provide the device-change event, which you can listen to in order to get the latest device list.

Thanks
Vic

14

Hi @vic.yang

The documentation for the ActiveMediaFailedCode event is saying for the user refresh the browser when a failure happens.

There’s nothing else we can do on our side to recover the user from this error?

Thank you.

15

Hi @baraky

The API reference documentation is not complete. We will add an additional section in the developer documentation to explain how to handle the active-media-failed event. This is in progress and will be published soon.

Thanks
Vic

16

Hi @vic.yang

That’s great! For now, we’re showing the message that’s returning on the active-media-failed for our users. Looks like it’s friendly enough and it’s giving instructions on how to proceed.
We’ll be waiting for the update on the docs.

Thank you.

17

Sorry to hear about the audio issues! Here are a few troubleshooting steps to help resolve this:

  1. Check Permissions: Ensure the browser or app has granted microphone access before joining the meeting.
  2. Update SDK & Dependencies: Version 2.1.10 may have known issues—consider updating to the latest @zoom/videosdk version.
  3. Test on Different Devices/Browsers: See if the issue persists across different setups.
  4. Check Console Errors: Open the developer console (F12) and look for any related audio errors.
  5. Network & Firewall: Ensure no network restrictions are blocking audio streams.
18

Hi @Mark13
Our user is locked on another page if the permissions are not available.
Isn’t the 2.1.10 version the latest one? It is the current version on VideoSDK changelogs and NPM.

We’re doing more tests, but I’m trying not to limit the browsers the customers can use.

One last question: Is it possible for an user to join a VideoSDK session using the Zoom app or website directly? If so, how?

Thank you

19

This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.