Description
We are providing a service that involves video calls using the Zoom Video SDK. Some users have reported intermittent connection drops. Upon checking the dashboard, we noticed that the affected users had multiple entries and exits.
The connection-change event shows that the state was “reconnecting” and the reason was “failover” multiple times.
Could this be due to issues with the participants’ network? Additionally, is there anything we can do within the application to improve the quality of experience for users with such network conditions?
We would appreciate your guidance.
Browser Console Error
The full error message or issue you are running into.
Which Web Video SDK version? @zoom /videosdk: 1.11.6
Hi @vic.yang
I hope you’re doing well. I wanted to follow up on my previous post regarding the issue I mentioned.
Since I haven’t received any responses yet, I was wondering if there might be any updates or additional information needed from my side to help address this issue.
This inquiry is from a user utilizing our service, and we do not have access to detailed information about the user’s network configuration. Is there anything we can do on the application side to ensure a good user experience for users in such communication environments?
We look forward to receiving your detailed investigation results.
Similar cases are occurring continuously.
Upon investigation, it appears that the disconnection and reconnection are happening regularly, approximately every two minutes.
Could you please look into the cause of this issue as well?
session id
lO0Io3dDQPi1Xuzeyb0yxg==
f+hfi67qStKJJKB0sSi0SA==
0lZpEGgRSeS1of0Vjq3ExQ==
We analyzed the sessions you provided and noticed that the connection drops approximately every 2 minutes. While we suspect it might be a network issue, we don’t have concrete evidence yet.
If possible, could you share some additional session IDs with us for troubleshooting purposes?
In the Video SDK, we use web socket to establish a connection between the browser and the server. However, after about 1 minute, the server stops receiving any data. We have a heartbeat detection mechanism, and if no heartbeat packets are received for around 40 seconds, the connection will be dropped, causing the Video SDK to attempt reconnection.
We suspect that there might be some issues with the user’s network configuration, possibly related to a firewall, causing long connections to be blocked.
Could you ask the user to test the WebSocket demo to see if they can continuously send and receive messages for more than 2 minutes?
Thank you for your investigation.
I will ask our customers to verify the issue.
We have received similar reports from multiple companies. Does this mean that it is a firewall issue on the customer’s side rather than a problem on Zoom’s side?
Additionally, if there is an issue with the firewall settings, are there any specific items that Zoom recommends reviewing?
From what I can see on the dashboard, similar cases have occurred several times.
Is there anything else we can do besides reviewing the users’ internet environment?
Also, are there any plans to improve the heartbeat detection mechanism for web sockets to reduce such reconnection cases?
We will be releasing a probe service in the future to check network conditions and audio/video device status before joining a session. This might help with such issues.
As a result of the testing we requested, the first attempt resulted in an error after about 60 seconds, while the second attempt returned a response without any issues.