Vivox can't join channel

Unity Services
,
1

We need some help.
We have a live app that has been running well.
This morning we can’t create new sessions because Vivox throws an error.
After debugging we found the error ‘Vivox can’t join channel’
We think it’s server side, but can’t find anything that Vivox is offline.

Please help!

2

What error code are you seeing when trying to join the channel?

What Vivox SDK version are you using?

Which domain do you use for Vivox services? For example, check your credentials either through the developer portal or the Unity Dashboard and respond with the value under domain. For example: mt1s.vivox.com

  • Unity Dashboard steps: Go to the Unity Dashboard, select your project from the dropdown, select Multiplayer Services, select Vivox, select credentials
  • Vivox Developer Portal steps: Go to developer portal, select app dashboard, select your app

NOTE: PLEASE DO NOT SEND A SCREENSHOT OF YOUR CREDENTIALS. PLEASE KEEP YOUR ISSUER AND KEY PRIVATE

3

Hi,

Thanks for your reply.

Starting today, it all works fine again. We didn’t make any screenshots of the errors we were experiencing sadly (also we didn’t get a clear “THIS_IS_WRONG” error).

To start Vivox we first need to “login” and then “join a channel”. We saw that the login part worked as expected, but when trying to join a channel, the channel state changed from “Connecting” to “Disconnected”. We also saw the incoming connections to the channel(s) in the Unity Dashboard. So it looked like that a connection was made with a channel, but it was rejected (for some reason).

We’re using com.unity.services.vivox 5.1.170000-pre.1 and com.unity.services.authentication 1.0.0-pre.37

Domain: mtu1xp.vivox.com (Unity Dashboard)

We’re using the ‘client side’ token generation, as mentioned in the Quick Start guide:
LoginSession.GetLoginToken() and

channelSession.GetConnectToken()

When we replaced these with a ‘service side’ token generation (we did this locally to test if this could be a solution to our problem) (see: https://docs.vivox.com/v5/general/unity/15_1_180000/en-us/Default.htm#access-token-guide/generate-token-secure-server/generate-token-secure-server-toc.htm?TocPath=Vivox%20Unity%20SDK%20documentation|Access%20Token%20Developer%20Guide|Generate%20a%20token%20on%20a%20secure%20server|_____0)

It all worked fine (again). So our conclusion is that, somehow, something went wrong with the generation/retrieval of the channel join token (at Unity/Vivox side).

Hopefully we can pinpoint the issue for that it can be prevented in the future.

Thanks in advance

Edit: note that when we made development builds (with Vivox’s Test mode on, so that the Debug Token Key is used) (and with no changes to other code), these worked as expected. So we could conclude that not (all) Vivox servers were down and the problem was something else.

4

Hello,

Yes, the issue has been resolved and should not happen again.

Dylan

5

Hi Dylan,

Thanks for your response. You state that it should not happen again, that means you encountered the problem yourselves and found a “logical” problem that you were able to fix (properly)? If chances are this can randomly happen in the future, we need to know, because it is important for us that this service is as stable as possible.

Also, do you know if there is a status page of some sorts for Vivox? Note that, despite the problems we were experiencing, no service on your status page (status.cloud.unity3d.com) was marked as disrupted. Does that mean the problem only occurred with our account / project(s)? And if so, is there anything we can do to decrease the chance of this happening again?

Thanks in advance

6

Hi,

We endeavor to keep our services available 99.9% of the time. As this was not an issue occurring on multiple Vivox environments, the status was not updated.

If you are interested in receiving 24/7 NOC service with alert emails, I’d recommend upgrading to our dedicated hosting option. This will allow you to report outages on you own environment, schedule backend updates, and receive alerts from the NOC if a disruption occurs. If this sounds like a service you would like, I can put you into contact with one of our Sales department to discuss pricing and a full list of benefits.

Dylan

7

Hi Dylan,

Thank you for your response. Good to know that a dedicated hosting option is possible, I will forward this information internally. We will contact you in case we want to upgrade.

Thanks

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