Audio and Video Issue: 2/21 - Only impacting one game.

Recently (last two weeks) my group has been experiencing audio and video issues that prevent us from seeing or hearing one another in one of our games (a 5e module).  Other games (Blades in the Dark) seem to work fine and we can see and hear each other correctly/as usual.   On 2/14 my group met in our weekly game and everyone's audio and video were working correctly/as usual.  On 2/21 my group met and our video showed the spinning wheel for other players. We met in google meets and confirmed we could all see our own video so this doesn't appear to be a settings issue. On 2/28 we met again (5e) and the same issue.  We could all see ourselves, but neither see or hear other players.  We changes to a different game room (BitD) to see if the issue persisted.  It did not. I checked all settings in the BitD game against 5e and they were the same.  Some players did report that audio and video setting were showing as blank fields with no drop down option but when reloading this was fixed.  I don't recall when the new settings options went live, but I feel like this may correspond to them...but that may be a coincidence.  Attached is the log I pulled for the session. ----- Personal LOG ----- Loading Roll20 Chat Event Handlers Number of other Players: 2 Broadcast Type: both Receive Type: both Started local media Handle Signalling Video Quality: medium Connection INIT: VIllus Offer TO: VIllus Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Answer FROM: VIllus Candidate FROM: VIllus | HOST udp Candidate FROM: VIllus | HOST udp Candidate FROM: VIllus | HOST tcp Candidate FROM: VIllus | HOST tcp Reconnect! Send All Message:  disc 1646097695121 Connection CLOSING: VIllus Connection CLOSED: VIllus Logan is now OFFLINE Number of other Players: 2 Broadcast Type: both Receive Type: both Started local media Handle Signalling Video Quality: medium Connection INIT: VIllus Offer TO: VIllus Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST udp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Candidate TO: VIllus | HOST tcp Answer FROM: VIllus Candidate FROM: VIllus | HOST udp Candidate FROM: VIllus | HOST udp Candidate FROM: VIllus | HOST tcp Candidate FROM: VIllus | HOST tcp ---- END Personal LOG ---- Any help would be greatly appreciated.   

Hi Logan! Most of the forum-level help is community-based. Your best avenue is to take the console log from above and use it in a  Help Center Request , where it will generate a ticket.

New settings options went out in early January (6th), so it's unlikely to be related, especially since your issues seem to be localized to one game.

This happened for the past two weeks with my game also.  None of the five us were able to get audio or visual from each other (it showed constant white spinny arrows) over Roll 20.  We connected over zoom just fine, so it didn't seem to be our computers, but something with Roll20.

We haven't been able to hear each other for a few sessions. It's forced us to use Discord chat. Weirdest part is, usually some of the players can hear each other just fine, but some are left out. It's not always the same ones, either!

same here - last 2-3 weeks, can't get five players all connected. some can see some, but never all see/hear all. Zoom and Google Meet work fine, so not webcam/pc issue. Is there way to test or investigate this further? WebRTC test app, etc.?

I've also experienced similar to this for the last two weeks.  Some 3 of the group can connect fine and hear each other, 2cannot hear the rest of us.  Checked connection settings and nothing obvious seems wrong, however we've hadto use discord for audio.  It is most strange.

I have the issue all 5 of us can see our webcams but no one can see anyone else, discord works fine so all webcams work.

Same issue here, we're having to use discord

All you GMs should use the Help Center and Send a request to get Roll20 staff attention and a ticket to track your issue. It's mostly community help here.  I have never used the Roll20 audio & video because my games are intercontinental. Discord is my audio chat of choice. 

Likewise, video hasn't been working for the last 3 weeks but worked fine for the 6 months prior. I did submit a ticket and it got closed after I got a generic response to go through the troubleshooting tips (already did, but those didn't work). 

PocPoc said: Likewise, video hasn't been working for the last 3 weeks but worked fine for the 6 months prior. I did submit a ticket and it got closed after I got a generic response to go through the troubleshooting tips (already did, but those didn't work).  Yeah my tickets answer was blaming isps for blocking peer to peer connections....yet discord video works fine. I'm really disappointed by the severe lack of customer support

Khurem A. said: PocPoc said: Likewise, video hasn't been working for the last 3 weeks but worked fine for the 6 months prior. I did submit a ticket and it got closed after I got a generic response to go through the troubleshooting tips (already did, but those didn't work).  yet discord video works fine. Discord isn't peer to peer.

I submitted a ticket, and got a resonse that they cleared data in the backend of the game related to the WebRTC service - and that seems to have fixed the issues.  Tested with the players who were having issues and all is good

Thanks for reporting back, TheOldLibrarian! Glad they were able to fix your issue.