Has anyone experienced the quality of a Lifesize Cloud call degrading after about an hour into the call?
This appears to happen when both parties are calling from their computers. Pixelation of the call starts to happen about 45 minutes into the call and gets worse the longer the call goes on. When the disconnect and connect again the issue is no longer present but returns again after 45 minutes into the call.
Thanks for raising this to our attention. I'm going to shoot this over to our support team so we can get a ticket opened and capture some additional information to allow us to get to root cause and a fix for you.
Appreciate your sharing,
I've created a case to track this issue and obtain some more information from you. I will email you shortly.
We have also experienced similar issue with a two hour call that we did not host. After about an hour the video became unusable. I was not in the meeting but that was the feedback i received. We called in from our 600 to a multi point meeting.
I'm going to get you connected with Cody as well. Thanks for letting us know.
All my best,
I'm trying to replicate this issue as I have not experienced it first hand. I've been in a call for 2 hours and 45 minutes and haven't noticed it yet. From a laptop connected using a wireless network I have 4156 (receive)/1196 (transmit) total packet loss. From a desktop connected using a wired network I have 384 (receive)/266 (transmit) total packet loss. So far everything is working as expected and can't recreate this issue. I hope to be present for the session between the two parties that was experiencing the issue next week.
Check your firewall logs for any dropped udp packets. This can be caused by IDS / DDoS settings on the firewall. If it's consistently happing at the same time in a call the firewall may be seeing the flood of udp as an attack and dropping those packets.
Try temporarily turning off udp flood protection (called different things on different vendors) and see if it helps or extending the packet count threshold.
However I have recently been seeing lots of network congestion messages on the icon where the network is not at fault and the soft clients work flawless. I suspect a bug in icon but have not had time to diagnose yet. This is happening on all my icons intermittently on completely different networks.
We are having similar call quality issues on video conferences that last more than 30-45 minutes. At least 20% of the time we get "Network Congestion" messages, the video becomes pixelated and the call either drops or we need to end the call because of the poor quality of the connection. Reconnecting typically solves the problem. This has become the #1 complaint amongst my teachers trying to use these systems in the classroom (we have 8 iCon 600 systems and use LifeSize Cloud services.
We are having the same issues. The problems appear to be associated with our iCon 600'd. My soft client (running on a windows 10 machine) has never had these issues.
Not sure if this is related in any way, but.... We also just had issues connecting with the Texas Aquarium (they use an Icon 600 system, but not LifeSize Cloud). I could connect with them NO PROBLEM with the soft client, but one of our Icon 600's would only make an audio only connection. I duplicated this behavior on 2 separate ICON 600's. LS Tech support claims it had something to do on the Texas client's side, indicating that they didn't have all the necessary ports open on their firewall... but I'm beginning to wonder....
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