JS SDK: RumorSocket Disconnect Errors

Whenever an end-user sees a RumorSocket error, this indicates that the end-user's connection to the OpenTok protocol messaging server was disrupted, typically due to the connection being unreliable. The OpenTok SDK will attempt to reconnect when this happens, but if it fails to do so, the user will receive a sessionDisconnected event.

In the case of receiving a sessionDisconnected event, the best way to reconnect is to call Session.connect() once more. If this fails, that would mean that the user is unable to reach OpenTok's messaging servers. This would indicate that either the user has no internet connection, or our services are down at the moment.

The next step would be to have the user refresh the page with location.reload(true). This forces the browser to refresh the page while ignoring the cache. If the user is unable to refresh the page, it's most likely that they have no internet connectivity.

If the user is able to refresh the page, but still cannot connect to the OpenTok session, then it's possible that the OpenTok server the session was on is down. If this is the case, then you can try creating a new session, which should then be routed to a different messaging server that is available.

In most cases, the inability to connect with OpenTok's servers is temporary. If the user is unable to connect to OpenTok's servers for an extended period of time, feel free to contact us. Please include the date, time, and session id of the incident as well as any information that can identify the user having the problem, as well as any results of the debugging steps listed above.


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