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



Hello (Loop)
3 years ago
3 years ago


(Reporter: designakt, Unassigned)


Mac OS X
Bug Flags:
firefox-backlog +

Firefox Tracking Flags

(Not tracked)


(Whiteboard: [error])


(1 attachment)



3 years ago
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.


3 years ago
Flags: firefox-backlog+
Whiteboard: [error]

Comment 1

3 years ago
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.
Rank: 33
Flags: needinfo?(mdeboer)
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
Flags: needinfo?(mdeboer)
Priority: P3 → P2

Comment 3

3 years ago
:) are you still seeing this same issue?  we made some changes in the code in that area that should have changed this behavior.
Flags: needinfo?(mjaritz)

Comment 4

3 years ago
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?
Flags: needinfo?(standard8)
Flags: needinfo?(erik)

Comment 5

3 years ago
(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.
Flags: needinfo?(mjaritz)
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.
Flags: needinfo?(erik)

Comment 7

3 years ago
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.
Last Resolved: 3 years ago
Flags: needinfo?(standard8)
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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