Investigating Increased Latency and Freezing Issues in Zoom Video SDK Web Client

Video SDK
1

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Video SDK Type and Version

  • zoom/videosdk 1.11.6

Description
We are providing a web service using the Zoom Video SDK.
We have received feedback from some users that their screens freeze or they cannot hear audio during calls.

Upon checking the dashboard for these users who provided feedback, we noticed that the latency has increased in the “Receiving - Web Client to Device” and “Sending - Web Client to Device” sections.

The session IDs are as follows:

  • oyqdndUmSO267TSIpPoR8g==
  • NlqR2maOTYCHTebUfKMWKg==

We think this issue might be similar to the one discussed in this forum post. Could you please investigate the cause of this issue?

2

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.

Thank you in advance for your assistance.

3

Hey @yusuke.yamashita

Sorry for the late reply.

NlqR2maOTYCHTebUfKMWKg==

The session host is experiencing significant network jitter, leading to high video packet loss, which is likely causing the video freeze that users are experiencing.

oyqdndUmSO267TSIpPoR8g==

Some issues within the video decoding, and we are currently investigating the issue.

As for the thread you referenced, this is about our upcoming new video solution, which will be more suitable for low-performance devices. The new solution will be gradually rolled out. We will provide a detailed introduction and migration guide.

Thanks
Vic

4

@vic.yang

Is the cause due to the user using a low-performance device?

I would like to know if these issues will be resolved with your new video solution.

5

Hey @yusuke.yamashita

oyqdndUmSO267TSIpPoR8g==

From the log analysis, the user is using a high-performance device (Apple M2 chip).

This issue might still be due to our implementation.

Thanks
Vic

6

Hi @vic.yang

Understood.
Thank you for investigating.

I would appreciate it if you could let me know as soon as you identify the cause of the problem.

Looking forward to your response.

7

Hi @vic.yang

In another session, high latency has been recorded in the “Device to Web Client” section of the audio.

Session ID: gEzE6OuNQwaKct8vGHHXMg==

It seems that there was noise in the audio, and the video quality appeared to be quite poor. However, when switching to Meet or the Zoom desktop app, these issues did not occur.

Could this be caused by the same issue?

8

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.

Thank you in advance for your assistance.

9

Hey @yusuke.yamashita

Sorry for the late update.

We’ve identified some suspicious points, but haven’t yet pinpointed the root cause.

Could you provide us with more session IDs that have similar issues?

Thanks
Vic

10

Hi @vic.yang

Thank you for investigating.
The session IDs where the issue occurred are as follows:
mTrldyrOT4ub37ae72wThg==
YiIc1XYVSauYjLSEad6wUA==
hrd+plHYQdWKoQYT/3b3WQ==

I look forward to your response.
Thank you!