Media Server

Issue Description:

When customer initiates a video call from livechatsdk web page, Agent receives call on one-x agent softphone. Once the call is received, Agent pop UI pops up. ( Agent pop UI URL is configured in one-x agent settings). Issue is Video is not seen for both customer and Agent.

Initial Analysis:

Please check if Media Proxy and Media Server is running.

Please verify if you have configured Ice Servers /Turn Servers details properly in testapp,  Media Server and in Agent Pop UI config files.

Testapp config file:

Media Server Config file:

Agent Pop Ui config file:

If not configured properly and not matching please make it match and restart services in order.

Resolution:

Media Server config is set to disable video. This feature was not working in previous releases of MS this the configuration did not have a effect. However the new MS takes this config in to account. Please update that config and re test.

Thanks,

Issue Description:

Media Server failed to start with error "Command returned “ ” Failed to determine the log path."

Troubleshooting:

Check space between log path "key and value" inside Media Server Config file

Resolution:

Give proper space between each key and value i.e "Key"<space>:<space>"Value" inside Configuration file of MediaServer and also validate the json for any other errors.

Issue Description: Trunk configured between Avaya CM and Media Server was going down intermittently, there was no network outage.

Components to Verify: Media Server log files – i.e. WebRTCServer.event.log file

Keywords to Search: “Too many open files” in WebRTCServer.event.log file

Troubleshooting: Verify total number of open files limit in Linux.

Command to verify: ulimit -a

Resolution/Next Steps:

1. Login to Linux system with a user having root access rights.

Check Hard Limit in Linux:  ulimit – Hn

Check Soft Limit in Linux:  ulimit – Sn

1. Set User level open File limits

Open file with the command: vi /etc/security/limits.conf

The lines you should add take the following parameters:

<domain>                    <type>    <item>     <value>

2. Check weather details are added properly or not

a) Issue Description:

Media Server shows logs show the following critical error

[Signaling::Server] Failed to bind to media server port

b) Cause

Media Server unable to bind to the port mentioned in config

c) Troubleshooting

This normally happens if the server port given in media server config is already being used by some other process in the server. In such cases, ensure to either stop the other process running on same port or change the port being used for media server. You can change the media server port in WebRTCServer.conf and stop start the media server service