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Created attachment 8585405 [details] Screen Shot 2015-03-27 at 14.01.34.png Sometimes I can not see nor hear the other user, but instead see a dark screen instead of the video. And unfortunately the error message only appears for a second when the other person disconnects. (see image) Most of the time Hello just works fine for me.
Hi Mike, I triaged this as a regular bug - but wasn't sure if you have any ideas on what might be causing this and if i should raise/lower priority based on potential frequency of users not seeing error messages when needed.
Priority: -- → P3
I'd say a P2, but I'm not entirely sure whether this is a bug specific to Loop/ Hello, but Media instead. This'd require some investigation together with Markus and one of us.
Rank: 33 → 25
Priority: P3 → P2
:) are you still seeing this same issue? we made some changes in the code in that area that should have changed this behavior.
Erik, I feel this is what the 5% of users who cannot connect would experience. Is there a way to correlate your data concerning people who want to connect but cannot to this experience in order to help quantify the rate of occurences of this? Mark - is this a TokBox UI message? Perhaps we can identify what error gets logged in this instance and work out how often it happens?
(In reply to :shell escalante from comment #3) > :) are you still seeing this same issue? we made some changes in the code > in that area that should have changed this behavior. I did not get any error recently, but since switching to windows I did not experience any connection problems. Can't tell if this improved something. Sorry.
Romain, back when this happened, we had barely any diagnostic info in the server logs. If we could identify a more recent instance of this, I might have a shot at coming up with a set of distinguishing characteristics. In case it helps anyone, it looks like the browsers used were FF 36 and 39, both on Mac.
Thanks guys. It sounds like now that we have the right reporting in place we should be able to further troubleshoot if this re-occurs but for this specific instance where we cannot reproduce nothing can be done. I'll close this as WORKSFORME but let's open a new one if we experience it again since we're now instrumented to troubleshoot.
Status: NEW → RESOLVED
Last Resolved: 3 years ago
Resolution: --- → WORKSFORME
Note: bug 1172662 is going to be improving the UX so that we report any failures to the user.
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