Description
I run into this issue frequently and its probably the most frustrating issue we’ve had with the product. Usually about once a call ( web based users ) we have users that can’t get onto the call and not becuase of permission issues. It just seems like a variety of possibilities. The most recent user and sessionId is below. Its showing 146 users in the call on zoom dashboard when there were only 2 users – 1 that was able to connect and the other who apparently connected 145 times.
sessionId: cXmeJ3jGQ5W2EqkVk8m06Q==
user: Susan Borella
Browser Console Error
The full error message or issue you are running into.
Which Web Video SDK version? @zoom/videosdk": “2.1.5”
Additional context
Again this has basically been our only issue with Zoom browser based video sdk. Its been happening now for about a 1-1.5 years since we started using the product. I’ve kept up with all client side updates and you can see i’m on the latest version. Any sustainable guidance would be much appreciated here – this is really a crippling issue for us when we get on a call with a bunch of remote executives
Thank you for continuously providing feedback on Video SDK Web.
Based on a systematic analysis of previous related threads and sessions, we suspect that the issue might be related to the WebRTC network layer. However, we may need your assistance.
Would it be possible to install Wireshark on the affected device and capture network traffic when the issue occurs? If so, could you share the resulting PCAP file with us for further analysis?
@vic.yang thanks for looking into this – I won’t be able to install wire shark and run diagnostics with them as they are no longer accessable to us.
Is there any general guidance on improving these issues I can deploy?
Like I said this happens probably about 5% of the time or so.
I can’t be the only one experiencing this issue?
Just looking for some guidance… if the stance from Zoom right now is expected issues on the browser like this but working to improve it would just be good to have some transparency.
We are working on improving this scenario to prevent an infinite failover loop during the session. Additionally, we will add debug logs on the server’s communication layer to further investigate the issue.
By the way, could you confirm if the user is experiencing this issue on a specific network, such as one with a firewall or special network security policies?
Thanks @vic.yang while I no longer have access to the last user that experienced this I will keep a close eye on our production sessions and report back any findings as they come up.
Appreciate the work and efforts towards fixing the issue.