Missing remote video tiles

What happened and what did you expect to happen?

We’re seeing an issue where occasionally user A can’t see user B’s video, despite user B having their video enabled and all other users being able to see it.

The issue seems to start right on joining the meeting.

Even after 10+ minutes the video won’t load unless the user B toggles their camera off and on again. Calling meetingSession.audioVideo.getRemoteVideoTiles() won’t include the data for the missing video stream at any time until User B’s camera is reset.

Have you reviewed our existing documentation?

• GitHub issues
• FAQs page
• README page
• Feature-specific guides

Reproduction steps

The issue is very intermittent; we can’t reproduce it unfortunately. We’ve seen the issue 3 times total, and managed to get some logs for 1 of the occurrences.

Amazon Chime SDK for JavaScript version

20.21.0, 20.20.0

What browsers are you seeing the problem on?

Chrome

Browser version

95.0.4638.69

Meeting and Attendee ID Information.

Meeting ID: cecd8930-7fee-4368-bfb0-8993d5020706 Attendee whose video isn’t showing up: 357127#89202bb9-6bfa-4de7-97e8-c8e561bfa431

getRemoteVideoTiles() response for the user who can’t see the video (missing attendee 357127#89202bb9-6bfa-4de7-97e8-c8e561bfa431):

[
    {
        "tileId": 3,
        "localTile": false,
        "localTileStarted": false,
        "isContent": false,
        "active": false,
        "paused": false,
        "poorConnection": true,
        "boundAttendeeId": "fd7e723e-3185-28e8-5f77-da50c4165bf7",
        "boundExternalUserId": "357111#cca746c4-fea3-47e5-b822-da7e2869f98a",
        "boundVideoStream": {},
        "boundVideoElement": null,
        "nameplate": null,
        "videoElementCSSWidthPixels": null,
        "videoElementCSSHeightPixels": null,
        "devicePixelRatio": 1,
        "videoElementPhysicalWidthPixels": null,
        "videoElementPhysicalHeightPixels": null,
        "streamId": 3
    },
    {
        "tileId": 4,
        "localTile": false,
        "localTileStarted": false,
        "isContent": false,
        "active": false,
        "paused": false,
        "poorConnection": false,
        "boundAttendeeId": "7433d1c8-48e2-72f2-b4cc-dd59eae0f883",
        "boundExternalUserId": "85641#5549f451-1bf8-49a7-a5a2-a22836a81471",
        "boundVideoStream": {},
        "boundVideoElement": null,
        "nameplate": null,
        "videoStreamContentWidth": 720,
        "videoStreamContentHeight": 540,
        "videoElementCSSWidthPixels": null,
        "videoElementCSSHeightPixels": null,
        "devicePixelRatio": 1,
        "videoElementPhysicalWidthPixels": null,
        "videoElementPhysicalHeightPixels": null,
        "streamId": 6
    },
    {
        "tileId": 6,
        "localTile": false,
        "localTileStarted": false,
        "isContent": false,
        "active": false,
        "paused": true,
        "poorConnection": false,
        "boundAttendeeId": "",
        "boundExternalUserId": "",
        "boundVideoStream": {},
        "boundVideoElement": null,
        "nameplate": null,
        "videoElementCSSWidthPixels": null,
        "videoElementCSSHeightPixels": null,
        "devicePixelRatio": 1,
        "videoElementPhysicalWidthPixels": null,
        "videoElementPhysicalHeightPixels": null,
        "streamId": 8
    },
    {
        "tileId": 8,
        "localTile": false,
        "localTileStarted": false,
        "isContent": false,
        "active": false,
        "paused": false,
        "poorConnection": false,
        "boundAttendeeId": "1f4df155-b1b9-10e8-530a-9bb2d2dc4cce",
        "boundExternalUserId": "17908#a64dada8-c929-491b-9ca9-63a33cfe9b9e",
        "boundVideoStream": {},
        "boundVideoElement": null,
        "nameplate": null,
        "videoStreamContentWidth": 640,
        "videoStreamContentHeight": 480,
        "videoElementCSSWidthPixels": null,
        "videoElementCSSHeightPixels": null,
        "devicePixelRatio": 1,
        "videoElementPhysicalWidthPixels": null,
        "videoElementPhysicalHeightPixels": null,
        "streamId": 10
    },
    {
        "tileId": 15,
        "localTile": false,
        "localTileStarted": false,
        "isContent": false,
        "active": false,
        "paused": false,
        "poorConnection": false,
        "boundAttendeeId": "9ec47026-4ebe-071f-c5e9-dcfd86ede26b",
        "boundExternalUserId": "301335#b8f4a205-b09f-48bb-a266-71374f94d33a",
        "boundVideoStream": {},
        "boundVideoElement": null,
        "nameplate": null,
        "videoStreamContentWidth": 640,
        "videoStreamContentHeight": 480,
        "videoElementCSSWidthPixels": null,
        "videoElementCSSHeightPixels": null,
        "devicePixelRatio": 1,
        "videoElementPhysicalWidthPixels": null,
        "videoElementPhysicalHeightPixels": null,
        "streamId": 22
    },
    {
        "tileId": 19,
        "localTile": false,
        "localTileStarted": false,
        "isContent": false,
        "active": false,
        "paused": false,
        "poorConnection": false,
        "boundAttendeeId": "d9e9adcf-08f7-e5a4-97a1-90990e1aa63d",
        "boundExternalUserId": "87683#70909359-a6f6-4bb5-8b47-1a8b53af0cf3",
        "boundVideoStream": {},
        "boundVideoElement": null,
        "nameplate": null,
        "videoStreamContentWidth": 640,
        "videoStreamContentHeight": 480,
        "videoElementCSSWidthPixels": null,
        "videoElementCSSHeightPixels": null,
        "devicePixelRatio": 1,
        "videoElementPhysicalWidthPixels": null,
        "videoElementPhysicalHeightPixels": null,
        "streamId": 26
    }
]

getRemoteVideoSourcesResponse (does include 357127#89202bb9-6bfa-4de7-97e8-c8e561bfa431):

[
    {
        "attendee": {
            "attendeeId": "b51e62cd-4e7f-b4c2-8ef4-51b2f3f90d47",
            "externalUserId": "357127#89202bb9-6bfa-4de7-97e8-c8e561bfa431"
        }
    },
    {
        "attendee": {
            "attendeeId": "d9e9adcf-08f7-e5a4-97a1-90990e1aa63d",
            "externalUserId": "87683#70909359-a6f6-4bb5-8b47-1a8b53af0cf3"
        }
    },
    {
        "attendee": {
            "attendeeId": "9ec47026-4ebe-071f-c5e9-dcfd86ede26b",
            "externalUserId": "301335#b8f4a205-b09f-48bb-a266-71374f94d33a"
        }
    },
    {
        "attendee": {
            "attendeeId": "7433d1c8-48e2-72f2-b4cc-dd59eae0f883",
            "externalUserId": "85641#5549f451-1bf8-49a7-a5a2-a22836a81471"
        }
    },
    {
        "attendee": {
            "attendeeId": "fd7e723e-3185-28e8-5f77-da50c4165bf7",
            "externalUserId": "357111#cca746c4-fea3-47e5-b822-da7e2869f98a"
        }
    },
    {
        "attendee": {
            "attendeeId": "1f4df155-b1b9-10e8-530a-9bb2d2dc4cce",
            "externalUserId": "17908#a64dada8-c929-491b-9ca9-63a33cfe9b9e"
        }
    }
]

Browser console logs

Haven’t managed to reproduce this with the INFO-level logs enabled yet. If we can I’ll add a comment with the logs included.

[kg-jcaron]

No, we haven’t been able to recreate the issue in a while, so I don’t have additional logs for you. We have updated the version of the sdk we’re using since then to resolve another issue we were facing, so it’s quite possible that resolved any issues with this as well?

You could probably close this, and I could open a new issue if we see this again and manage to get more detailed logs.

Thanks for your help!

[hensmi-amazon]

Hi @kg-jcaron have you been able to reproduce the issue with client logs? Do you continue to see the issue? We have pushed some fixes to priority based policy, but I wasn’t able to root cause solely based on backend logs so not 100% whether the new versions contains a fix.