1636094 - Zoom.us Audio gets disconnected periodically

Status: NEW

(Core :: WebRTC: Audio/Video, defect, P3)

Description

[Moritz M.]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:78.0) Gecko/20100101 Firefox/78.0

Steps to reproduce:

Join a zoom.us meeting in Firefox.

Actual results:

When joining a Zoom meeting, after a while the speakers audio gets disconnected. Firefox request the permission to access the microphone again but audio is not recovered until 'Computer Audio' is exited and reentered. js_audio_worklet.min.js:1:5513 very quickly and often logs that "Audio Buffer is Empty".

Expected results:

The audio should not disconnect during a call.

Comment 1

[Firefox Bug Husbandry Bot]

Because this bug's Severity is normal and has not been changed, and this bug's priority is -- (none,) indicating it has has not been previously triaged, the bug's Severity is being updated to -- (default, untriaged.)

Comment 2

[Pablo]

Hi

So i saw that there are like a couple ways on how you can enter a zoom meeting using Firefox browser:
Im using the latest Firefox Nightly 78.0a1 with windows 10 64bit.

For example the first method i saw is when i put the invite link on firefox url bar, it downloads an .exe file and after that you need to double click on it and the meeting starts. I had a call with this method and i saw no issues with video or audio.

Then the other method was going to zoom website:
Login to zoom website >"Join a meeting"
Pasting the invite id and selecting the join button
And after that i just click the option to open in browser, then zoom opens in browser

In both cases i got no audio issues i had meetings today with both methods.

-How much time did you have to wait to see the problem?
-What method did you use to enter zoom?
-do you have the zoom application also installed on the pc?

can you update your version to todays Firefox Nightly from here: https://nightly.mozilla.org/ and retest the problem ?

If you still have the issue please create a new profile, you have the steps here:https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles?redirectlocale=en-US&redirectslug=Managing-profiles#w_starting-the-profile-manager

Lastly test if the issue is reproducible in safe mode, here is a link that can help you:
https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode

Regards
Pablo

Comment 3

[chibi4]

I've been having the same problem and may be able to contribute some info:

User-Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:78.0) Gecko/20100101 Firefox/78.0
Build ID: 20200512212513

Time needed to get disconnected: ~10-15 minutes
Joined via weblink (mostly not logged in to zoom, link usually like zoom.us/wc/join/{meeting-id} which skips the download)
I do not have zoom installed.

I'm using Nightly exclusively for these zoom meetings, on default configuration with no addons installed.

I had the same problem today on Nightly with 19 people, 2 disconnects during a ~25 minutes meeting. I've been having these disconnects since I had to start using zoom in mid April.

Usually, I'm not disconnected in meetings with few people, or in a breakout session with few people (<~10);
for >20 people disconnects happen almost regularly, through it seems to have improved - but not fixed - during the last days.

I'm not asked again for microphone permission, as i have given persistent access to zoom's website. DevTools similarly log "Audio Buffer is Empty" for me.

Which other information can I provide to help get this solved?

Comment 4

[Pablo]

I tried again today with the latest nightly version 78.0a1 using Windows 10 64bit.
going to zoom.us > Join a meeting , then pasting the invite code, and clicking the link to join via browser instead of downloading the program.

I had a 25minute call with about 7 people without issues, but i can´t test with more in the room.

I will set the component to this bug and perhaps our Devs might know how to check this.

Comment 5

[Alex Chronopoulos [:achronop]]

Paul, Karlt can you check this report?

Comment 6

[Paul Adenot (:padenot)]

Probably not a worklet issue, I'd say this is something we want to report to Zoom. Nils, what would be the right way to do this?

Comment 7

[Moritz M.]

• I joined the meeting via an invite link and cancelled the download to access the option to join the meeting via Firefox.
• I don't have Zoom installed and I was not logged into Zoom.
• There were roughly 20 people in the meeting but only the lecturer was actively transmitting audio/video.
• The problem occurred every 5-20 Minutes.

I unfortunately cannot test this issue again since the lecture in question has finished and smaller meetings seem to be fine according to chibi.
I did not have this issue on chromium which I used before in the same meeting.

Comment 8

[Byron Campen [:bwc]]

I'm going to try this out during tomorrow's plenary.

Comment 9

[Byron Campen [:bwc]]

So, the PeerConnection being used by the plenary is not using any audio or video m-sections; they are using only DataChannel. Lots of data is coming over that DataChannel; apparently audio/video.

Comment 10

[Byron Campen [:bwc]]

I had a few cases where audio dropped during the plenary. I also observed a number of cases where video lagged significantly, and then caught up by playing frames at a higher than normal speed. This may simply be a case of packet loss/delay being dealt with differently for audio and video. Maybe late video frames are being rendered, while late audio frames are not?

Comment 11

[Byron Campen [:bwc]]

If you can reproduce this, it would be helpful to have a copy of about:webrtc attached to this bug. I'd like to know whether the problematic calls are set up in a similar way to what I observed in comment 9.

Comment 12

[Paul Adenot (:padenot)]

This is very likely to be in Zoom's code.

Comment 13

[ailin.nemui]

Same issue in Firefox 83.0 (64-bit) on openSUSE Linux, Call was on https://us02web.zoom.us/wc/....

Approx. every 15 minutes my audio gets disconnected, the microphone permissions get asked. I miss some of the Call conversation, I can use the Zoom / Leave computer audio / Join computer audio to reconnect it.

(Was my first time on a Zoom call with Firefox)

Comment 14

[ailin.nemui]

Attachment: Page saved from about:webrtc - aboutWebrtc.html

I saved this page from about:webrtc after the call, not sure if it contains anything usable

Comment 15

[manideepiitb]

Attachment: about:webrtc logs

Comment 16

[manideepiitb]

Attached the logs above. Happening for me on zoom periodically.

Comment 17

[solstyce9]

I experience the same problem with using Firefox to join a Zoom call via the web. Every 10-15 minutes the audio output stops and within Zoom I have to select speakers and then reselect my headset. I have no problem using Chrome.

Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:83.0) Gecko/20100101 Firefox/83.0
Win 10 Pro 2004
Lenovo X1 Yoga

Comment 18

[Andrew Kvapil]

I just upgraded to firefox-developer-edition 88.0b6-1 (on Arch Linux) and although I didn't use to have issues with Zoom, the audio now drops out periodically every 5 minutes.

Comment 19

[Joshua Cogliati]

I have this same issue: 87.0 (64-bit) Linux

Comment 20

[Andrew Kvapil]

Weirdly enough, Zoom audio seems to work fine again with firefox-developer-edition 88.0b7-1.

Comment 21

[Andrew Kvapil]

Randomly dropping out again on 88.0b8. Perhaps I was just lucky with the previous version.

Comment 22

[Joshua Cogliati]

For what it is worth, the same general problem happens with Chromium Version 89.0.4389.90 (Developer Build) Fedora Project (64-bit), so I am wondering if Zoom works correctly on any browser.

Comment 23

[donnm]

I have had this problem since I began using Zoom's web client in Firefox. Currently experiencing it every 5-10 minutes in Nightly 90.0a1 (2021-05-17) (64-bit) on Debian. It seems to happen more frequently if the browser window is not in focus, but I have not exhaustively tested this.

When it happens I have to change the audio settings (usually I swap between Built-in Audio Analog Stereo and Same as System and it comes back).

Last lines in Console show:

fps error 30 js_media.min.js:1:299687
set aec delay20 a9aba67e-c3bd-432d-949b-bc3dee91f5f9:1:55944
fps error js_media.min.js:1:299687
set aec delay20 2 a9aba67e-c3bd-432d-949b-bc3dee91f5f9:1:55944
fps error 38 js_media.min.js:1:299687
set aec delay20 a9aba67e-c3bd-432d-949b-bc3dee91f5f9:1:55944
fps error js_media.min.js:1:299687
set aec delay20 a9aba67e-c3bd-432d-949b-bc3dee91f5f9:1:55944
fps error 2 js_media.min.js:1:299687
Cookie “zm_aid” has been rejected because it is already expired. refresh_tokens
Cookie “zm_haid” has been rejected because it is already expired. refresh_tokens
Cookie “web_zak” has been rejected because it is already expired. refresh_tokens
fps error 37 js_media.min.js:1:299687
set aec delay20 2 a9aba67e-c3bd-432d-949b-bc3dee91f5f9:1:55944
fps error 35 js_media.min.js:1:299687
Cookie “zm_aid” has been rejected because it is already expired. refresh_tokens
Cookie “zm_haid” has been rejected because it is already expired. refresh_tokens
Cookie “web_zak” has been rejected because it is already expired. refresh_tokens
fps error 5 js_media.min.js:1:299687
set aec delay20 a9aba67e-c3bd-432d-949b-bc3dee91f5f9:1:55944
fps error

Comment 24

[Oliver Freyermuth]

Not sure if this is the same issue, but I get the very same behaviour (completely reproducible) after exactly 5 minutes when I mute my microphone at the OS level, i.e. Zoom audio (listening and microphone) disconnects after exactly 5 minutes.
Audio connection is stable if I leave the microphone unmuted on OS level, and only mute inside the Zoom web client.

Is this issue maybe caused by some silence-detection feature in the web client?
I don't observe this with other conferencing platforms.

Comment 25

[Joshua Cogliati]

For what it is worth, after I switched from 5 Mbps down/512 kbps up DSL to 250 Mbps fiber, this bug completely vanished for me.

Also, with DSL I had it even when I muted using the zoom mute, (I left the os and the browser mute alone).

Comment 26

[Deresiant]

ver 90.0
audio drops out every ~5 minutes. Audio muted on OS level (kde plasma mic mute)

Comment 27

[BugBot [:suhaib / :marco/ :calixte]]

The bug has a release status flag that shows some version of Firefox is affected, thus it will be considered confirmed.

Comment 28

[Paul Adenot (:padenot)]

Is this still hapenning anymore at all? It's been working well for me for a long time now.

Comment 29

[Moritz M.]

(In reply to Paul Adenot (:padenot) from comment #28)

Is this still hapenning anymore at all? It's been working well for me for a long time now.

I have not used Zoom in a long time so from my side there is no reason to keep this bug open if its working for others.