[Video Web SDK] Video failing to start on Firefox

Video SDK
1

Video SDK Type and Version
2.2.10, Video Web SDK

Description
*A couple of users have been experiencing issues when trying to start the camera using startVideo. The startVideo did not have any virtual background associated with it. The error mentionest user forbidden capture but we have confirmed that appropriate permission has been granted for the camera. This has been tested on both WebRTC and WebAssembly and it seems like the issue is currently isolated to Firefox. The following session ids are of when the user experienced this issue: *

  • 7+bShiTVTgOoC/uW7D1toQ==
  • qGugdkVwQm2RdUpyiVFL2Q==
  • 5D1YWkYlQTC4FX+Rnpy5xw==

Error?
{ “name”: “Error”, “message”: “Video loadedmetadata timeout 1”, “errorCode”: 6100, “type”: “VIDEO_USER_FORBIDDEN_CAPTURE” }

2

Hey @Ekko

Thanks for your feedback.

We are investigating the root cause of the issue and will keep you updated.

Thanks
Vic

1 Like
3

Hi @Vic, Thank you for the continued support.

Are there any updates regarding this issue? Thanks in advance.

4

Hey @Ekko

I’m sorry for not getting back to you sooner.

After analyzing the logs, we found that on Firefox, the loadedmetadata event was not triggered as expected. This may be related to the browser itself or system GPU memory load, and restarting the browser might resolve the issue.

Thanks
Vic

5

Hello @Vic,
that did not resolve the issue since the user is still experiencing it. Testing sessions:

  • My6G5qHaTTChd1bsoK63Yw==
  • oOkh0TlHTHSrlkz37kAL7w==
  • sOUxYkRlTtyA71d+3ovAHQ==