1180486 - Improve Hello "Something went wrong" report when client disconnects immediately after joining a conversation

Status: RESOLVED INCOMPLETE

(Hello (Loop) :: General, defect, P3)

Description

[Olaf the Lost Viking]

User Agent: Mozilla/5.0 (X11; Linux x86_64; rv:39.0) Gecko/20100101 Firefox/39.0
Build ID: 20150702232110

Steps to reproduce:

Accept a call, initiate a call or join a room created by myself or by another party.


Actual results:

Shortly (less than a second) after connecting using a "Conversation link", a self initiated conversation (by the other side accepting the call) or accepting a call initiated by the other side, the client is disconnected with the only error message "something went wrong". When joining a room, I can see myself in the smaller webcam window for a moment before it disconnects.

WebRTC test sites work. So webcam/microphone sharing is working. This happens on Firefox 39 for Linux, Firefox 39 for Windows (another user, computer and account) and even Firefox 38 on Windows (but this last one was only tested in a VirtualBox and not natively).


Expected results:

Continuous sending and receiving of vide/audio.

Comment 1

[Mark Banner (:standard8)]

Please can you open the Browser Toolbox (from the Tools / Web Developer menu) and see if you get any warnings or errors after joining the room.

Additionally, if this doesn't work, please can you share an example conversation url where it hasn't worked.

Comment 2

[Olaf the Lost Viking]

Sure thing! I opened the Browser Console on a Linux Firefox for a conversation [1] and got the following messages:

---------
TypeError: document.getItems is not a function PageMetadata.jsm:125:39
JavaScript 1.6's for-each-in loops are deprecated; consider using ES6 for-of instead ScriptSurrogate.js:343:198
TypeError: impl is null network-monitor.js:97:6
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=26bf3d02-ce61-4a6d-a4e0-97bef402b219. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=4bcc1894-8e11-4f47-b382-e783cbb5e8c9. (Reason: CORS request failed). <unknown>
TypeError: impl is null network-monitor.js:97:6
This site makes use of a SHA-1 Certificate; it's recommended you use certificates with signature algorithms that use hash functions stronger than SHA-1.[Learn More] 1_MX40NDgzNTg5Mn5-MTQzNjEyMjU2ODc2M35aQ2lRclk4SG05U0dobXU2bXFndmMyUWV-UH4
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=856a3585-a14d-4411-85f2-e5582a289dc2. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=d11b10a6-497d-46e2-b424-ec240f16eb80. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=e54de903-58a6-468e-953c-b1212ac5332f. (Reason: CORS request failed). <unknown>
"Rumor.Socket: Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:13

"Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:13

"OT.exception :: title: Connect Failed (1006) msg: Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:13

Firefox can't establish a connection to the server at wss://media001-lon.tokbox.com/rumorwebsocketsv2. sdk.js:7539:0
"Failed to complete connection" Object { code: 1006, message: "Rumor Socket Disconnected: Used to …" } otSdkDriver.js:307:9

Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=e675f3b6-09dc-4dbf-b050-eaf9e93c0559. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=f9643ba3-1f0a-4899-8c4a-e680c7bf10c4. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=775f2195-71bf-480d-9ec2-bf1c6277896b. (Reason: CORS request failed). <unknown>
This site makes use of a SHA-1 Certificate; it's recommended you use certificates with signature algorithms that use hash functions stronger than SHA-1.[Learn More] update.xml
TypeError: document.getItems is not a function PageMetadata.jsm:125:39
1436122577929	Services.Metrics.Provider.org.mozilla.addons	WARN	Add-on type without field: locale
1436122578345	Services.HealthReport.HealthReporter	WARN	Recording new remote ID: a41773ef-2dad-46f0-ac0a-178b311b9cf5
TypeError: impl is null network-monitor.js:97:6
1436122579192	Services.HealthReport.HealthReporter	WARN	Marking upload as successful.
1436122579192	Services.HealthReport.HealthReporter	WARN	Removing documents from remote ID list: 240a1462-920b-4574-b510-d10890852f85
----------


Then I disabled _all_ add-ons installed, restarted Firefox, opened the Browser Console and just tried to join the previously started conversation that still was available in the Hello popup. That's what Firefox logged:

----------
While registering XPCOM module file:///usr/lib/firefox/components/libdbusservice.so, trying to re-register CID '{75a500a2-0030-40f7-86f8-63f225b940ae}' already registered by <static module>.
Could not read chrome manifest 'file:///usr/lib/firefox/browser/extensions/%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D/chrome.manifest'.
Key event not available on some keyboard layouts: key="r" modifiers="accel,alt" browser.xul
Key event not available on some keyboard layouts: key="c" modifiers="accel,alt" browser.xul
Key event not available on some keyboard layouts: key="i" modifiers="accel,alt,shift" browser.xul
mutating the [[Prototype]] of an object will cause your code to run very slowly; instead create the object with the correct initial [[Prototype]] value using Object.create browser.js:5379:2
This site makes use of a SHA-1 Certificate; it's recommended you use certificates with signature algorithms that use hash functions stronger than SHA-1.[Learn More] downloads
This site makes use of a SHA-1 Certificate; it's recommended you use certificates with signature algorithms that use hash functions stronger than SHA-1.[Learn More] ChNnb29nLW1hbHdhcmUtc2hhdmFyOABAAkoMCAEQ_9wLGP_cCyABSgwIARDm3AsY5twLIAFKDAgAENmeDBjZngwgAQ
push1.push.hello.firefox.com : server does not support RFC 5746, see CVE-2009-3555 <unknown>
This site makes use of a SHA-1 Certificate; it's recommended you use certificates with signature algorithms that use hash functions stronger than SHA-1.[Learn More] ChFnb29nLXBoaXNoLXNoYXZhcjgAQAJKDAgBEKfmDRin5g0gAUoMCAAQpdoYGKXaGCAB
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=f9d71e53-5c19-4064-af18-b6f3442fa6c3. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=e409d496-cab6-41aa-9ccf-eb144b7d121c. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=23768902-b946-4fc2-a0ab-87616033f8da. (Reason: CORS request failed). <unknown>
This site makes use of a SHA-1 Certificate; it's recommended you use certificates with signature algorithms that use hash functions stronger than SHA-1.[Learn More] 1_MX40NDgzNTg5Mn5-MTQzNjEyMjU2ODc2M35aQ2lRclk4SG05U0dobXU2bXFndmMyUWV-UH4
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=fd8c181f-743d-42bc-a058-278cdf02810b. (Reason: CORS request failed). <unknown>
"Rumor.Socket: Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:13

"Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:13

"OT.exception :: title: Connect Failed (1006) msg: Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:13

Firefox can't establish a connection to the server at wss://media001-lon.tokbox.com/rumorwebsocketsv2. sdk.js:7539:0
"Failed to complete connection" Object { code: 1006, message: "Rumor Socket Disconnected: Used to …" } otSdkDriver.js:307:9

Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=de8891b7-ff76-41ab-a962-400d1b3bb1ad. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=b7f8ea55-4020-4867-aa69-083cae64d13c. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=3cc2077d-11c6-448c-9232-eaf967250e6d. (Reason: CORS request failed). <unknown>
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://hlg.tokbox.com/prod/logging/ClientEvent?_=a6f66a92-be7e-45e2-ad76-253fc4a6247d. (Reason: CORS request failed). <unknown>
----------

Thanks!


[1] https://hello.firefox.com/xwdLpVBBKiE

Comment 3

[Mark Banner (:standard8)]

It looks like you've got something that is blcoking websockets or connections to third parties. What extensions do you have installed?

Comment 4

[Olaf the Lost Viking]

At the second try: none. But to make sure nothing is wrong on this specific computer, I went to my Windows PC that is only used for games and therefore has almost nothing installed. The Firefox on there is "vanilla" without any (not even disabled) add-ons/extensions and nothing was manually changed since a long time (automatic Windows- and Firefox-updated were done, of course):


----------
"OT.Publisher.onStreamAvailableError NotFoundError: Unknown Error while getting user media" sdk.js:1409:12
 
"OT.exception :: title: Unable to Publish (1500) msg: GetUserMedia" sdk.js:1409:12
 
1500 "Unknown Error while getting user media" sdk.js:1409:12
 
"OT.exception :: title: Unable to Publish (1500) msg: Unknown Error while getting user media" sdk.js:1409:12
 
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=c3a5a83a-1bd1-475c-8606-41a50cc536e8. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
Diese Website verwendet ein SHA-1-Zertifikat; es wird empfohlen, Zertifikate mit Signaturalgorithmen zu verwenden, die stärkere Hashfunktionen verwenden als SHA-1.[Weitere Informationen] 1_MX40NDgzNTg5Mn5-MTQzNjEyNTI3NzQ5M35CdVFNdm1MNWQ4SjBMeDY3aUVOTjNCTDF-UH4
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=46962d96-4552-48b1-9528-46f159501b55. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=54c7eab4-9ff5-4463-9f5c-0e9946a985c3. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
"Rumor.Socket: Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:12
 
"Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:12

"OT.exception :: title: Connect Failed (1006) msg: Rumor Socket Disconnected: Used to indicate that a connection was closed abnormally (that is, with no close frame being sent) when a status code is expected. (CLOSE_ABNORMAL)" sdk.js:1409:12
 
Firefox kann keine Verbindung zu dem Server unter wss://media001-lon.tokbox.com/rumorwebsocketsv2 aufbauen. sdk.js:7539:0
"Failed to complete connection" Object { code: 1006, message: "Rumor Socket Disconnected: Used to …" } otSdkDriver.js:284:8
 
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=939eb73d-88cb-4796-bdba-5c58142eb164. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=0a2b5f5f-2027-44b1-827b-a3bee7cbd580. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=1103bdea-8373-4cae-b458-45991cbb48f7. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=3619212a-3ef6-482c-8c7e-8a338582d104. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=344d200a-166f-44d5-963b-d6f95f936fd2. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
Quellübergreifende (Cross-Origin) Anfrage blockiert: Die Gleiche-Quelle-Regel verbietet das Lesen der externen Ressource auf https://hlg.tokbox.com/prod/logging/ClientEvent?_=ae3675ae-c9d7-4c9e-b97a-7c7e96a9bcc5. (Grund: CORS-Anfrage fehlgeschlagen). <unbekannt>
----------


Sorry for the language. But it basically says the same. I uninstalled Firefox on that computer and reinstalled it with a freshly downloaded stub installer. Then I deleted the Mozilla-folders in the <User>/AppData/Local and <User>AppData/Roaming folder and reinstalled once again. When clicking on Hello I "had to" see the introduction again. I'm neither a Windows nor a Firefox expert, but I hope all traces of potential extensions are gone by now on that machine ;-).

Still the same problems. Just to mention it again: this is another computer with another operating system, a vanilla firefox and I didn't log in into the Hello service on this client after reinstalling.

Anything else I could do to help you with your diagnosis?

Comment 5

[Mark Banner (:standard8)]

Ok, we've been seeing a few reports of other issues. I'm currently talking to TokBox to find out if they had issues on their side. 

Is this still a problem for you?

Comment 6

[Mark Banner (:standard8)]

I've just found this page: https://status.opentok.com/ which indicates TokBox had an issue over the weekend.

It should all be resolved now, so resolving.

Comment 7

[Mark Banner (:standard8)]

Actually, I'm going to re-open this. It feels like we should be able to set up something better - either a better error message or more details.

The simple thing would be to change the error message for code 1006 (Abnormal close) from "Something went wrong" to something like "There was a network issue", or "There was an issue connecting to the server. Please check your network or try again later"

That seems to be the simple improvement. I could see longer term that we might want more of a "the service is down" report, but that seems more complicated to do at this stage.

Adam, any thoughts here?

Comment 8

[Olaf the Lost Viking]

Great! It works again. Thank you very much for your efforts.

Comment 10

[Adam Roach [:abr]]

(In reply to Mark Banner (:standard8) from comment #7)
> Actually, I'm going to re-open this. It feels like we should be able to set
> up something better - either a better error message or more details.
> 
> The simple thing would be to change the error message for code 1006
> (Abnormal close) from "Something went wrong" to something like "There was a
> network issue", or "There was an issue connecting to the server. Please
> check your network or try again later"
> 
> That seems to be the simple improvement. I could see longer term that we
> might want more of a "the service is down" report, but that seems more
> complicated to do at this stage.
> 
> Adam, any thoughts here?

I agree that something along the lines of "Firefox is having difficulty connecting to the Hello service. Please try again later." being useful. Ideally, it would contain language that lets *us* know that it's TB's infrastructure rather than ours, but I don't want to call them out by name.

Comment 11

[Mark Banner (:standard8)]

Support for Hello/Loop has been discontinued.

https://support.mozilla.org/kb/hello-status

Hence closing the old bugs. Thank you for your support.