Connection issues with Zoom Video SDK depending on internet provider

[gustavos]

We have identified recurring issues in our integration with Zoom, specifically with connections to Zoom servers and websockets, which appear to vary depending on the internet provider being used.

Technical context:

Our implementation of the Zoom Video SDK was built using Lit and integrated into our main application developed with Vue 3. The app is compiled as a website hosted on Firebase and is also available in mobile versions (iOS and Android) through a native webview implemented with Capacitor.

Issue details:

• We handle over 400 sessions daily, and approximately 10% of these experience intermittent issues or complete connection failures.

• These issues appear to be more frequent on certain days and less frequent on others.
• The interruptions are highly correlated with the internet provider. Specific examples include:
  • In Colombia, users with ETB report numerous issues. However, they do not experience problems using platforms like Google Meet, suggesting a possible difference in DNS configurations or access to static files hosted by Zoom.
  • Starlink users worldwide have also reported similar interruptions.
  • In Venezuela, users with Wellcom (a fiber optic provider in Caracas) have experienced similar failures.

Key points:

• These problems occur both in our implementation of the Zoom Video SDK and in the official Zoom app, indicating they are not related to our configuration or implementation.
• We migrated from Twilio to Zoom in June of this year, so the stability of the service is critical to our operations and the continued growth of our business.

Please investigate internally to determine if there are connectivity issues related to specific regions or internet providers. We are open to providing further technical details or collaborating in additional testing to help resolve this issue.

Thank you for your attention, and we look forward to your prompt response.

Here is one of the error messages when the connection to the websocket fails:

GET https://zoom.us/wc/lsdk?topic=MTExMTExMTExMTExMS0xMTExLTExMTExMTExM...UPtYAtDhhXke1FkCUXNiM&lang=en...

net::ERR_CONNECTION_TIMED_OUT

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