1149097 - Not able to see other user but error message is blocked by a black video window

Status: RESOLVED WORKSFORME

(Hello (Loop) :: Client, defect, P2)

Description

[Markus Jaritz [:designakt] (UX)]

Attachment: 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.

Comment 1

[:shell escalante]

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.

Comment 2

[Mike de Boer [:mikedeboer]]

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.

Comment 3

[:shell escalante]

:) are you still seeing this same issue?  we made some changes in the code in that area that should have changed this behavior.

Comment 4

[Romain Testard [:RT]]

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?

Comment 5

[Markus Jaritz [:designakt] (UX)]

(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.

Comment 6

[Erik Rose [:erik][:erikrose]]

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.

Comment 7

[Romain Testard [:RT]]

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.

Comment 8

[Mark Banner (:standard8)]

Note: bug 1172662 is going to be improving the UX so that we report any failures to the user.