Video is showing locally for participant 2, but cannot be seen by participant 1, and participant 1 video disappears later

[Nanosync]

What happened and what did you expect to happen?

In a call, there are 2 participants P1 (user on phone) and P2 (agent).

Both participants have video and audio on, however P1 is unable to see P2's remote video and P2 is unaware that video is not transmitting to P1. After awhile, P1's video also stops transmitting possibly due to low bandwidth (log is showing "One or more video streams are not receiving expected amounts of data").

We are using amazon-chime-sdk-js 3.10.0 and amazon-chime-sdk-component-library-react 3.5.0.

How can we solve these 2 issues? We are not sure how to proceed for the first issue, and note from the second issue that there are no events being fired.

Have you reviewed our existing documentation?

• [X] GitHub issues
• [X] FAQs page
• [X] README page
• [X] Feature-specific guides

Reproduction steps

1. Start a call with video and audio on for P2.
2. P1 joins the call initiated by P2 with video and audio on.
3. P1 can't see P2's video but can hear P2. P2 can see and hear P1.
4. After some time, P1's video stops transmitting to P2 although P1's video is still on.

Amazon Chime SDK for JavaScript version

3.10.0

What browsers are you seeing the problem on?

Safari, Chrome

Browser version

iOS Safari 15.4, Chrome 114

Meeting and Attendee ID Information.

Meeting ID: becd7da5-b190-41c4-9a70-a0c388f60706

Attendee IDs P1: 290de48f-572b-a909-64ee-44e383b4b6cb P2: 90a81966-a4c4-7ab1-aa0c-ec08fdb545af

P1 is unable to see P2, even though P2's camera is on. P2 doesn't seem to be transmitting video. P1's video feed later stops transmitting.

Browser console logs

logfile.txt

[Nanosync]

Hi, was anyone able to check this issue?

[michhyun1]

In the logs, I see a lot of the following logs:

{"id":"64a4995b00e0f93c32b0d449","videoConversationId":"38552e56-c627-451a-8816-73c2e1d53e2e","loggerSnType":"SPRINKLR","loggerSnUserId":"37941","logMessage":"AGENT: 2023-07-04T22:12:36.731Z [INFO] amazon-chime-sdk-js: Video Call (undefined) - One or more video streams are not receiving expected amounts of data [{\"expectedAverageBitrateKbps\":12.88,\"receivedAverageBitrateKbps\":0.992,\"attendeeId\":\"290de48f-572b-a909-64ee-44e383b4b6cb\"}]","logTime":1688508756731,"createdTime":1688508763017,"offsetTime":6307,"activityTime":1688508756710,"logCounter":9}

Can you reproduce this every time or is it transient?

Does this happen on MacOs Chrome or just iOS Chrome?

[Nanosync]

This was reported on iOS Chrome but I can also reproduce this on MacOS Chrome even though the video feed is fine. Could this falsely appear too?