Solved (Incident) You are already connected to this meeting.

[François Lepage]

Hi,

One of my user reports the following message :
You are already connected to this meeting. You can't connect to the same meeting with the same meeting link twice.

Rebooting the computer and trying to rejoin the Webmeeting does not fix the problem.

I've noticed the option to re-synchronize "Webmeeting Synchronization". Is this something safe to do when there are other users currently using Webmeeting e.g. could that be clicked whiout impacting on-going video calls? Could that help reset the "joined" status of a user when the above situation occurs?

Thank you

 

[StefanW]

there are 3 types of links to a meeting.

1. Your own/moderator link, which can have only one active connection
2. Invitation to a participant, which can have only one active connection
3. Open invitation link, this link can be used by multiple users at the same time

the message you got results from the first 2 options where someone is already with this dedicated URL in the meeting. If it was you and you got kicked out, the system will remove you after ~30s and you can rejoin with the same link.

 

[François Lepage]

Hi Stefan,

Thanks for your answer. I'm aware of the differents types of links. In this case, we are using the click-to-meet and the described behavior happens when the host (logged in user) is clicking the Webmeeting menu item from the sidebar.

Chronologically, the host (using the webmeeting link) was sharing a document with a participant (using the click-to-meet public link) and the connection dropped. Both the host and the participant were kicked out of the session. When the host tried to reconnect to the webmeeting link, using the webmeeting menu item / join, the message "You are already connected to this meeting. You can't connect to the same meeting with the same meeting link twice" was being displayed. This situation lasted for many hours, not 30s, so I assume the "elected" MCU thought the connection was still active while it wasn't.

This is why I specifically asked here about the synchronization option and I'd still like to know please. When this happen (it has happened about a year ago with an another user), can forcing synchronization solve the problem, without impacting other users on my 3CX instance (self-hosted).

I also assume that the problem would get resolved if the "elected" MCU server happended to be different between attempts. We tend here to always land on BHS002, which is great for latency, but it seems like being able to force the selection to another server could potentially help in these situations. Please confirm this assumption.

We were hoping the night would fix the problem, as it normally does. However, this morning, the user is reporting receiving the message "We're still logging you out from this meeting... Try logging back in momentarily." I will have to suggest using an alternative video conferencing method so the clients could be seen on time today and to avoid loss of income.

I'd like to add that we are using 3CX Webmeeting as the main way of delivering our virtual services (in the hundrend of hours per week), so reliability and self-troubleshooting capabilities and support are important.

Guidance would be appreciated.

Thank you

 

[LeonidasG_3CX]

Hi there,

1) About the "You are already connected to this meeting" In the case you're disconnected from a meeting for any reason, your session on the MCU will end immediately.

In the rarer cases where your connection has a hiccup and you're disconnected, the MCU waits UP TO 30 seconds for you to get auto-reconnected via our own mechanism. If the MCU doesn't receive any indication that you're still logged or that you got auto-reconnected, it will end your session on the MCU thus allowing you to reconnect yourself manually back in.

Hard and soft disconnection cases are something we test very carefully due to the different effects each may have. We've made sure that this case cannot occur. 30 seconds is the absolute maximum you will ever get for "You're already connected" if you got disconnected.


The only thing i can think of that might have happened here is that someone else had your personal meeting login link and joined the meeting or perhaps you had logged in via a different browser window? I've personally had case #2 happen to me before. If you PM me the specific meeting link used, we can take a look and see whether this was user error or an issue on the MCU.

2) About your assumption about using a different MCU instead of BHS2. This is incorrect. If a meeting is already active on an MCU, you cannot start the same meeting simultaneously on another MCU. The analogy to real life here is that you say you want to meet up with someone at location A and you do, but at the same time you want to be at Location B with the same person. There is only one meeting place or session at any given time.

3) About the PBX sync button. This will not solve your issue. It's function is for something else entirely.

 

[François Lepage]

Hi Leonidas,

Thanks for the detailled explanation. This is helpful to understand better the underlying mechanisms.

The user had rebooted their computer a couple of times during troubleshooting, so I doubt the meeting was opened in a different windows. I did not ask if they were using multiple computers (I dont think so but nothing is impossible...), so I'll double check. However, it was working in the morning, and it stopped working for several hours after being forcefully dsisconnected by a hard disconnection (error message you are already connected...), which seems to have resulted from a "bug" with document sharing. Is this also a test case for hard/soft disconnections testing you were mentionning e.g. hard disconnect while sharing a document?

I will PM you the public user link we were using (click-to-meet). I assume there is no way to share the authenticated meeting joining link "e.g. the webmeeting menu item in the webclient".

Thank you

 

[arsst]

Same identical problem here.
User has been kicked out of webmeeting yesterday and after that issue he's unable to reconnect/start a new meeting.
WebClient -> WebMeeting -> Join -> "We're still logging you out from this meeting... Try logging back in momentarily."

I had to create a new extension for him to be able to work today, but need a solution asap, please.

Thank you

 

[François Lepage]

Hi,

A little follow-up. The user is still getting the "We're still logging you out from this meeting... Try logging back in momentarily" error message as of 12 PM Eastern and he still can't use the 3CX platform. All other users on our instance can access the webmeeting properly.

I have PMed you the information requested 1.45 hour ago. I hope this helps identifying the issue.

Thanks for your help

 

[LeonidasG_3CX]

We've taken a look at our logs and identified an issue fixed in a newer version of our MCU server software.
A deployment of this new version is in progress and will be complete by mid next week.

If this occurs again until then please let us know, it really shouldn't though as we've taken a few precautionary steps.

 

[François Lepage]

Thanks for the support Leonidas. This morning the user is reporting that the Webmeeting is now working as it should. Wishing you a great day.

 

[arsst]

Thanks for the info you shared with us, Leonidas. Here the user is still unable to start the quickmeeting,,,

 

[LeonidasG_3CX]

Thanks for the info you shared with us, Leonidas. Here the user is still unable to start the quickmeeting,,,

Please PM me a shareable meeting link for the meeting so we can take a look at this.

 

[arsst]

the issue seems to be resolved now, the user can start the quickmeeting again.
maybe your deployment fixed the problem.
let me know if you still need the meeting link.

thanks

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Alessandro