Troubleshooting timeout error when rendering screen-sharing stream with Azure Communication Services

Question

Troubleshooting timeout error when rendering screen-sharing stream with Azure Communication Services

Mui Mcentire 30

We are encountering a timeout error when using Azure Communication Services (ACS) to receive a screen-sharing stream. The error is: "Uncaught (in promise) CallingCommunicationError: Failed to render stream, timeout."

We are using ACS to send the screen-sharing stream from the client to communicate with our support team. Our current ACS package versions are:

    "@azure/communication-calling": "^1.17.1"
    "@azure/communication-common": "^2.3.0"

While it works fine on some occasions, we are unsure if this issue is caused by a problem with the ACS resource itself. Could you advise on how to troubleshoot this issue? Thank you!

VenkateshDodda-MSFT 25,251 Reputation points Microsoft Employee Moderator

2023-11-10T08:08:45.1+00:00

@Mui Mcentire Thanks for reaching out to Microsoft Q&A, apologize for any inconvenience caused on this.
Could you please elobrate more on your requirement what you are trying to do? and also help us with the documentation if you are following any so that we can check and assist you further on this.
VenkateshDodda-MSFT 25,251 Reputation points Microsoft Employee Moderator

2023-11-15T04:09:46.8833333+00:00

Hello @Mui Mcentire ,

Following up to see if you have a chance to check my previous response and help us with the requested information to assist you further.
Mui Mcentire 30 Reputation points

2023-11-17T22:44:08.6033333+00:00

Hi VenkateshDodda,
We are using Azure Communication Service to implement screen sharing between a client and the support. However, we have encountered a communication timeout issue on several occasions. It appears that the error is within the SDK code. We are wondering whether this issue is related to Azure Service and how to debug it. We have also verified that the machine's speed meets the requirements to run ACS.

Thanks for your response.
VenkateshDodda-MSFT 25,251 Reputation points Microsoft Employee Moderator

2023-11-20T07:05:06.7733333+00:00

@Mui Mcentire Thanks for sharing more information.

I understand that you are using ACS rooms (which in term uses Azure communication SDK to establish a call between client and server) instead of Team interoperability.

This would need one on one offline support and I will suggest you to open a support ticket.

In case if you don't have the support plan then please send an email with your SubscriptionID and link to this thread to AzCommunity@microsoft.com with subject line as "ATTN: Venkatesh" so I can enable one-time free support on your subscription to assist you further.
Mui Mcentire 30 Reputation points

2023-11-29T15:52:33.1133333+00:00

Hi VenkateshDodda, I have sent a request for one-time free support on Nov 20 via email with the subject line "ATTN: Venkatesh" as you suggested. Any update on the request. Thank you!
VenkateshDodda-MSFT 25,251 Reputation points Microsoft Employee Moderator

2023-11-30T04:31:47.0866667+00:00

@Mui Mcentire Thanks for your response. unfortunately, I don't see any email in my inbox or in junk folders could you please resend the mail again and add the thread link in the subject of the email.
Mui Mcentire 30 Reputation points

2023-11-30T14:53:06.92+00:00

Thanks VenkateshDodda - I have resent the email.
Manoj Gavel 0 Reputation points

2024-11-12T06:25:48.09+00:00
Hii @Mui Mcentire did you get the solution for the mentioned problem? I am stack on the same for Room calling throwing the error on main screen and it's show stoper. Please let me know your suggestion for it

sdk.bundle.js:81 Uncaught (in promise) CallingCommunicationError: Failed to render video stream, rendering timed out while waiting for video frames. Please try again, if issue persists, contact Azure Communication Services support. at sdk.bundle.js:96:1