Persistent Audio-Video Problem in only one game instance

Hi Roll20-Team,

My buddy and I have been playing Roll20 for a about a year now and so far everything has been working fine. We had a hiatus of a few months due to Work/Life/Kids - the usual things that get in the way of gaming and now we are having a persistent audio-video problem in only one game instance. 

We read and tried everything in the troubleshooting section and the wiki help, but to no avail.

Problem: When we log into our  "Star Wars Dawn of Defiance" game instance, we cannot see each other or hear each other on video. The chat works. 

Everything works fine in all our other game instances. We have a couple of other game instances (some, where Oliver M. is the GM and some, where Eric M. is the GM) and they all work just fine. Only our "Star Wars Dawn of Defiance" instance does not work in the manner described above and we cannot figure out why. 

We have checked all the settings followed everything in the troubleshooting and the wiki-pages and tried everything several times. We have changed settings and tried reconnecting.

There are 2 principle players:

1.) Eric M. who is the GM He is running Windows 7 and using the latest version of Chrome Version 74.0.3729.131 (Official Build) (64-bit), Javascript is enabled. Antivirus Program = Microsoft Security Essentials

2.) Oliver M. who is the player (me) running Windows 8.1 Pro and using the latest version of Chrome Version 74.0.3729.131 (Official Build) (64-bit), Javascript is enabled. Antivirus Program = Microsoft Windows Defender. Oliver M. is additionally running the add-blocker extension, but this never caused any problems before. 

WebRTC Console log from Eric M. :

WebRTC Console Log from Oliver M.:

----- Personal LOG -----

Loading Roll20 Chat Event Handlers

Number of other Players: 1

Broadcast Type: both

Receive Type: both

Started local media

Handle Signalling

Video Quality: medium

Connection INIT: Eric M.

Offer TO: Eric M.

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Answer FROM: Eric M.

Candidate FROM: Eric M. | HOST udp

Candidate FROM: Eric M. | HOST tcp

---- END Personal LOG ----

Hello Oliver M.,

Sorry to hear that you have encountered this issue. Thank you for that information.

To rule out potential issues, can you verify that you have carefully worked through all of Steps 1 through 8 of the Roll20 guide to Audio Visual Troubleshooting:

• Step 1: Make sure you’re using the most recent version of either Chrome or Firefox
  • Please check if these issues persist when using both Chrome and Firefox.
• Step 2: Give Roll20 permission to use your microphone and camera
• Step 3: Make sure Video and Voice are turned on inside Roll20
• Step 4: Clear your Web Browser’s Cache
• Step 5: Make sure you have the right ports open
• Step 6: Check if your camera is working with WebRTC
• Step 7: Check that your camera is functioning
• Step 8: Do a bandwidth test

• Step 9: Solving Technical Issues
  
  • Step 9.2: Ensure that there are no extensions/addons interfering with Roll20
    • Please disable all add-ons/extensions.
  • Step 9.4: Provide a bug report
    • Please ensure that the Console Log is complete and include a WebRTC Debug Log

Thanks!

Same issue. affects 2 out of 7 games. other friends' games work fine.

Hello Orbax

Orbax said:

Same issue. affects 2 out of 7 games. other friends' games work fine.

Sorry to hear that you have encountered this issue with Audio/Video. To be able to help the devs diagnose and resolve this issue, can you please follow the troubleshooting steps given? Please be sure to follow Step 9.4: Provide a bug report including the Console Log and WebRTC Debug Log. 

We thank you in advance for this information!

Hi Dragon Dreamer,

I thought we were pretty explicit on this, but you had to ask, so we are compelled to answer ^^ . . .

Step 1: Make sure you’re using the most recent version of either Chrome or Firefox

>>>>Check! Confirmed both parties are using the latest Version of Chrome. It should be noted that all the other game instances are working just fine – even with older versions of Chrome. Only the “Star Wars – Dawn of Defiance” instance is not working properly and it fails to work even when both parties are using the newest versions of Chrome and/or Firefox. (Yes we tried all possible options: Both with latest Firefox; both with latest Chrome; Eric M. with latest Chrome & Oliver M. with latest Firefox; Eric M. with latest Firefox & Oliver M. with latest Chrome.)

Please check if these issues persist when using both Chrome and Firefox.

>>>>Check! Issue persists with latest version of Firefox as well. It should be noted that all the other game instances are working just fine with Chrome. Only the “Star Wars – Dawn of Defiance” instance is not working properly.

Step 2: Give Roll20 permission to use your microphone and camera

>>>>Check! Both parties verified permissions to use mic & cam. Please keep in mind Dragon Dreamer, that all the other game instances work just fine. Only “Star Wars – Dawn of Defiance” is not working properly.

Step 3: Make sure Video and Voice are turned on inside Roll20

>>>>Check! Verified both parties have video and voice under both “I want to broadcast to others:” and “I want to receive from others:” Keep in mind Dragon Dreamer, that all the other game instances work just fine only “Star Wars – Dawn of Defiance” is not working properly.

Step 4: Clear your Web Browser’s Cache

>>>>Check! Done! Both parties cleared their caches! It should be noted that even with uncleared caches the other game instances worked just fine. There is clearly a problem with the one game instance (“Star Wars – Dawn of Defiance”) only.

Step 5: Make sure you have the right ports open

>>>> This is not worded like this in the trouble shooting list or on the wiki page, but  . . .Check! Input and output sources were checked. In the event where there was more than one possible input/output device each of the possible options (there were 3 for one party and only 1 for the other party) were tested sequentially and systematically. None of the tests produced the desired initial results. Afterwards, each of the possible options were tested AGAIN and a “reconnect” was initiated by first one party and then the other. Each time the desired results were not heard or observed. Reminder: all the other game instances work just fine only “Star Wars – Dawn of Defiance” is not working properly.

Step 6: Check if your camera is working with WebRTC

>>>>Check! Both parties confirmed that their cameras are set up to work with WebRTC. The cameras work in the other game instances just fine. Only the game instance entitled all the other game instances work just fine. Only “Star Wars – Dawn of Defiance” is not working properly.

Step 7: Check that your camera is functioning

>>>>Check! Both parties tested and confirmed that their cameras are functioning. The cameras work in the other game instances just fine. Only “Star Wars – Dawn of Defiance” is not working properly.

Step 8: Do a bandwidth test

>>>>Check! Our Bandwith has been spotty at times in the past, but this was not the case. Bandwith was within normal parameters and certainly enough to establish regular communications over Roll20. Comms could be established successfully for all of the other game instances. Only “Star Wars – Dawn of Defiance” is not working properly.

Step 9:

9.2: Ensure that there are no extensions/addons interfering with Roll20.

>>>>Check! Done! Both parties disabled all addons and the problem still persists for the one game instance that we told you about. It should be noted that all the other game instances work with addons, so we doubt that this is the source of the problem. Only “Star Wars – Dawn of Defiance” is not working properly.

9.4 Please ensure that the Console Log is complete and include a WebRTC Debug Log.

>>>>Check! Dragon Dreamer,please look at the WebRTC Debug Logs posted in our last post. There is one for Eric M. and one for Oliver M. Should these for some reason not be complete. Then please define “complete” for us. The logs were downloaded and saved using the Download “WebRTC Debug Log” button under “Settings”. If this is incorrect please inform us how we are to proceed.

Perhaps we should look at how the one game instance “Star Wars – Dawn of Defiance” is different from the others? There are possibilities that occured to us. 

1.) “Star Wars – Dawn of Defiance” uses Tokens and merchandize packs bought for use with Roll20. The other instances don't.

2.) “Star Wars – Dawn of Defiance” is the only instance where Eric M. is the Game Master. However, he was the game master before and there was no problem with this game instance (“Star Wars – Dawn of Defiance”) until just recently and this after a hiatus of about 3-4 months.

 We appreciate your help with this issue.

 Best

-Eric M. & Oliver M. 

We are providing both logs here again for ease of reference:

WebRTC Console log from Eric M. :

----- Personal LOG -----

Loading Roll20 Chat Event Handlers

Number of other Players: 0

Broadcast Type: both

Receive Type: both

Started local media

Number of other Players: 1

Handle Signalling

Video Quality: medium

Offer FROM: Oliver M.

Candidate FROM: Oliver M. | HOST udp

Candidate FROM: Oliver M. | HOST udp

Candidate FROM: Oliver M. | HOST udp

Candidate FROM: Oliver M. | HOST udp

Candidate FROM: Oliver M. | HOST udp

Candidate FROM: Oliver M. | HOST udp

Connection INIT: Oliver M.

Candidate FROM: Oliver M. | HOST tcp

Candidate FROM: Oliver M. | HOST tcp

Candidate FROM: Oliver M. | HOST tcp

Candidate FROM: Oliver M. | HOST tcp

Candidate FROM: Oliver M. | HOST tcp

Candidate FROM: Oliver M. | HOST tcp

Candidate TO: Oliver M. | HOST udp

Candidate TO: Oliver M. | HOST tcp

Connection FAILING: Oliver M.

Connection FAILED: Oliver M.

Connection ERROR: ConnectionNotEstablished Could not establish connectivity with remote peer. Shutting down connection.

Handle Signalling

Reconnect!

Send All Message: 

            disc

            1556999692710

Number of other Players: 1

Broadcast Type: both

Receive Type: both

Started local media

Handle Signalling

Video Quality: medium

Connection INIT: Oliver M.

Offer TO: Oliver M.

Candidate TO: Oliver M. | HOST udp

Candidate TO: Oliver M. | HOST udp

Candidate TO: Oliver M. | HOST tcp

Candidate TO: Oliver M. | HOST tcp

Answer FROM: Oliver M.

Candidate FROM: Oliver M. | HOST udp

Candidate FROM: Oliver M. | HOST udp

Candidate FROM: Oliver M. | HOST udp

Candidate FROM: Oliver M. | HOST tcp

Candidate FROM: Oliver M. | HOST tcp

Candidate FROM: Oliver M. | HOST tcp

---- END Personal LOG ----

WebRTC Console Log from Oliver M.:

----- Personal LOG -----

Loading Roll20 Chat Event Handlers

Number of other Players: 1

Broadcast Type: both

Receive Type: both

Started local media

Handle Signalling

Video Quality: medium

Connection INIT: Eric M.

Offer TO: Eric M.

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST udp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Candidate TO: Eric M. | HOST tcp

Answer FROM: Eric M.

Candidate FROM: Eric M. | HOST udp

Candidate FROM: Eric M. | HOST tcp

---- END Personal LOG ----

Hello Dragon Dreamer,

We just wanted to point out: We do not know who Orbax is.

1.) Is this an open forum? If not Orbax is not one of us! You have our permission to shoot him or breathe fire on him.

2.) If this is an open forum. Hello Orbax - no hard feelings eh pal? We thought you were the FSB. 

Not sure what thats in reference to, but alright. 

Hi Orbax, 

It was just because you posted on the thread and I (we) did not realize that this was an open forum thread. We thought it was like private helpdesk stuff. You know, like you talk to the help desk and they talk to you? Then suddenly, you posted that you have the same problem and we were like, "Whoa! Who is this Orbax guy and where did he come from?" (Actually, it is just much ado about nothing in this regard. If you get my drift? If not, no worries mate. No worries. As you were, an' all that.)

So ahhh . . .  in your case where this occurred, did you happen to notice anything peculiar about the instances that didn't work anymore? For example had you bought token packs? Uploaded a lot of pics? Were you close to the size limits for the game perhaps? Is there anything that made them different from the other instances in terms of content or handling? Was the GM the same in both instances? Notice any settings that might have been different in the 2 instances that were not in the other 5?

Did you write everything in those games in Magenta? Was the GM a scorpio? I don't know. Just trying to think out of the box and help get to the bottom of why the bloody things don't work. It is a way to pass the time until Dragon Dreamer gets back to us. 

I posted a biggg reply in the main webrtc bug sticky, go check it out

Hello Oliver M.,

Thank you for the provided information. 

I have passed this information along to the devs. We hope to have more information for you soon.

Thanks.

Hey Dragon Dreamer, the instance seems to be working again. Do not know what the problem was. Maybe a bad connection, but strange that it only effected the one instance. Our GM was able to regain access. He removed some gifs and heavy graphics stuff and things are working now. Could it be that he was close to his storage limit and there was a problem for that reason? I am really curious. Did you guys do something on your side? I am interested in what could cause a problem like this in a browser run instance?