Hi guys, We are having some issues while using the Azure Communication Service- UI Components https://azure.github.io/communication-ui-library/?path=/docs/ui-components-videogallery--video-gallery We are seeing a screen freezes and call cut off in a group call around 30mins time ACS User cut off. iPhone screen freezes (after 30mins) Noise and echoing Video tiles move around and flashing for both on our ACS users and Microsoft teams. Have there been any changes recently? We are using these packages "@azure/communication-calling": "^1.4.4", "@azure/communication-calling-effects": "^1.0.1", "@azure/communication-chat": "^1.3.2", "@azure/communication-common": "^2.3.0", "@azure/communication-react": "^1.4.1", It's easy to reproduce we have tested with 5 users. If you need any more information please let me know. Kind regards, Durjan

@Durjan Hussain Can try updating the packages you are using to the latest version? All the packages that you use have updates. The current versions are: "@azure/communication-calling" 1.4.5, "@azure/communication-calling-effects" 1.0.2, "@azure/communication-chat" 1.3.3, "@azure/communication-common" 2.4.0, "@azure/communication-react" 1.4.2. Updating to the latest version might help resolve any known issues. It's also going to be the first suggestion of support so it's a good place to start before we go any further. Let me know if there are any questions or concerns by replying to this message.

Azure Communication Service- Call getting cut off around 30mins time

Durjan Hussain 155

Hi guys,

We are having some issues while using the Azure Communication Service- UI Components

https://azure.github.io/communication-ui-library/?path=/docs/ui-components-videogallery--video-gallery

We are seeing a screen freezes and call cut off in a group call around 30mins time

ACS User cut off.
iPhone screen freezes (after 30mins)
Noise and echoing
Video tiles move around and flashing for both on our ACS users and Microsoft teams.

Have there been any changes recently?

We are using these packages

 "@azure/communication-calling": "^1.4.4",
    "@azure/communication-calling-effects": "^1.0.1",
    "@azure/communication-chat": "^1.3.2",
    "@azure/communication-common": "^2.3.0",
    "@azure/communication-react": "^1.4.1",

It's easy to reproduce we have tested with 5 users.

If you need any more information please let me know.

Kind regards,

Durjan

1 answer

brtrach-MSFT 17,166 Reputation points Microsoft Employee

2023-11-14T03:42:10.1133333+00:00
@Durjan Hussain Can try updating the packages you are using to the latest version? All the packages that you use have updates. The current versions are:

"@azure/communication-calling" 1.4.5,

"@azure/communication-calling-effects" 1.0.2,

"@azure/communication-chat" 1.3.3,

"@azure/communication-common" 2.4.0,

"@azure/communication-react" 1.4.2.

Updating to the latest version might help resolve any known issues. It's also going to be the first suggestion of support so it's a good place to start before we go any further.

Let me know if there are any questions or concerns by replying to this message.
Please sign in to rate this answer.
Durjan Hussain 155 Reputation points

2023-11-14T08:52:21.8933333+00:00

Hi @brtrach-MSFT

Thank you for the quick response.

Okay we will try with the latest packages and let you know.

We have also received a response from the Microsoft support as well.

The call ID you shared; we analyzed the ID from internally and found the error shown below:
It's showing media connectivity error (network issue) for those users who experienced the issue you mentioned.

SIP 410 and Microsoft response codes - Microsoft Teams | Microsoft Learn

User received the error 410 cause of media error (network issue). Please check the doc as shared with.

Kind regards,

Durjan

Durjan Hussain 155 Reputation points

2023-11-14T17:17:03.5933333+00:00

Hi @brtrach-MSFT

We have tested by upgrading the the above library but same issue.

It's the iPhone screen freezes around 30mins in a call, desktop is fine.

All the issues I have mentioned above:

We are using these devices:

iPhone X-iOS (16.6.1)

iPhone 11- iOS(16.6.1)

Other ACS user couldn't see Samsung A55 (Android version 13) user

Could you guys please check on your side.

If you need any more information please let us know.

Kind regards,

Durjan

brtrach-MSFT 17,166 Reputation points Microsoft Employee

2023-11-16T04:48:46.2766667+00:00

We are currently reviewing the matter internally. We will get back to you early next week. Thank you for your patience on this matter.

durjan hussain 10 Reputation points

2023-11-17T09:19:36.8733333+00:00

Thank you very much @brtrach-MSFT

Please let us know.

Kind regards,

Durjan

brtrach-MSFT 17,166 Reputation points Microsoft Employee

2023-11-21T18:02:58.6466667+00:00

@Durjan Hussain We just spoke to the product group. They indicated that you should ask your support engineer to help you collect the ACS call ID and scenario description. Then ask them to open an internal ticket with the product group to have them investigate the 410 error as the network issue might be within Azure. The product group will then investigate the matter and report their findings as to why this is occurring and if there are any next steps that can be done or any mitigations that can be put into place.

Durjan Hussain 155 Reputation points

2023-11-22T09:29:14.46+00:00

Hi @brtrach-MSFT

Thank you for the update. We already have a support ticket open with the Microsoft.

Have you guys tried reproducing it using the iPhoneX,or XE or 11?

Kind regards,

Durjan

brtrach-MSFT 17,166 Reputation points Microsoft Employee

2023-12-03T21:59:49.36+00:00

The product team believed it could be an issue within the Azure network so the device may not matter. Please continue working with your support case engineer as they are able to gather the necessary logs from you and share them with the product group for review.

Durjan Hussain 155 Reputation points

2023-12-06T16:52:48.66+00:00

Hi @brtrach-MSFT ,

We have gone no where after 2 weeks.

Would you be able to help? What do you need from us to provide to find the issue?

Many thanks,

Durjan
Sign in to comment

Use comments to ask for clarification, additional information, or improvements to the question.

Share via

Azure Communication Service- Call getting cut off around 30mins time

1 answer

Your answer