1037037 - Unhelpful Error Messages from Vidyo Desktop Client.

Status: RESOLVED FIXED

(Infrastructure & Operations Graveyard :: AVOps: Vidyo, task)

Description

[Richard A Milewski[:richard]]

Attachment: Error Message Dialog Box

Desktop Vidyo Desktop 3.0.4 (001) attempted to join David Boswell's Vidyo Room for the Grow Mozilla Meeting.

His icon was red, indicating that he was in the room.

Dialog box with the following appeared:   Unable to join the conference room (error General Error. Try Again:)   (screenshot attached)

Tried again, same result.

Logged out of the client and logged back in:  same result.

Rebooted the machine and tried again:  same result.

Changed machines and tried again:  same result.

Decided I was approaching the definition of insanity and gave up.

Comment 1

[Shane Caraveo (:mixedpuppy)]

Happens for me when joining my own room.  Other rooms I hit bug 1030887.

Comment 2

[Joel Braddock :jbraddock]

Richard, Shane - I have seen this happen before when having static DNS entries added. Can you check to ensure they are default for the Mozilla office or local ISP? I have also seen this happen when the port to get to Vidyo is blocked - you can test for this by using the command in terminal telnet v.mozilla.com 17992 . You should receive a "connected to v.mozilla.com" return.

Otherwise, Darren can help further diagnose the issue.

Comment 3

[Darren Calhoun]

Hello Richard - Sorry to hear you're experiencing issues with the VidyoDesktop product!  IF you would, can you please provide some additional details regarding what you're experiencing?  Unable to connect to rooms?  Client crashing? etc.  Also, if you can provide the following, that will assist us in the fault isolation process:

1)  Reproduce the issue.
2)  Capture either a screen shot, or a photograph of the issue you're experiencing.
3)  Note the date, time, and time zone of the occurrence.
4)  Generate VidyoDesktop Diagnostics Report>>>From within VidyoDesktop go to >>>Configuration >>>Status >>>Generate Diagnostics Report.
5)  Forward to my attention at [e-mail] and/or [e-mail]
6)  Machine OS and version.

Thank you, Darren

Comment 4

[Darren Calhoun]

We've determined that both David Boswell's and Shane Caraveo's Vidyo Rooms are experiencing a known issue wherein occasionally a room will enter a "wedged" state in which no one can join it.  There are two potential courses of action:

1)  Reboot the VidyoPortal, which requires coordination with Guillermo Huerta and approval from the CAB.
or 
2)  Create a Temporary Vidyo Room for those users who are impacted until which time the VidyoPortal can be rebooted.

The issue with David Boswell's room was reported under INC0013549, and a temporary room was provided to him.  Shane indicated that he had an alternative room to use and did not require a temporary room.

Vidyo is aware of this issue and is working on a resolution to this problem.

Comment 5

[Nick Alexander :nalexander [he/him]]

I'm seeing this trying to join the Mobile Vidyo room.  That Vidyo room is definitely not wedged; there's a meeting going on as I type!

Comment 6

[Guillermo Huerta [Disabled MoCo account]]

Wedging issue has been resolved by an update.

Nick your issue was caused by us unexpectedly hitting capacity on our external routers.  Bug 1101215 has the changes we made to correct this.