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Meeting Audio Stopping When Chat Message is Received

Angela Guzman Rusinque
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Overview

Users can encounter issues during a Sococo meeting where they can experience a loss of audio when receiving a chat message. This article provides information about the issue and the steps to fix it.

Diagnosis

Meeting audio is interrupted when receiving a chat message and the following error is displayed in the developer tools console:

ERROR [ChimeSDK] connection failed with status code: ConnectionHealthReconnect

Solution

The ConnectionHealthReconnect error is displayed when the network connection is not stable and Amazon Chime triggers a reconnect. 

Step 1. Refresh your Sococo App

Refresh your app to re-establish all connections and reload the content. For both the web app and the desktop app:

  • For Windows: press Ctrl + R
  • For Mac: press Cmd+ R 

Once the application has reloaded, you will be able to hear everyone in the room who has their microphone enabled. To continue with the meeting, turn on your microphone.

If the issue persists, go to the next step.

Step 2. Check the status of your network

Confirm your network connection is stable by carrying out a regional network test. If the network performance does not meet the basic requirements, you can:

  • Connect to a different network
  • Fix your network issues (Windows, Mac)
  • Contact your internet provider to request an internet plan that meets the requirements

If your network meets the requirements, go to the next step.

Step 3: Check if the issue is caused by cache

Log in to Sococo in Incognito mode. If you don't experience loss of audio during a meeting, clear cache on your Chrome browser or, reinstall your Desktop application. After clearing the cache, run Sococo as you normally would. 

Testing

Once the connection has been stabilized, you won't experience loss of audio during a Sococo meeting. If you are still experiencing this issue, please Report a Problem providing all the details, including how to reproduce the issue and the steps you have taken so far to fix this.

 

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