Uncaught promise in MultipleTabsTransport 3.x line 95

[ChrisNolan]

Using 3.x to take advantage of the multiple tabs support and we had a user hit this error today:

Uncaught (in promise) Error: rc-widget-webphone-channel-v2-timeout at MultipleTabsTransport.js:95:44

So it displayed as if they were still in a 'current call' on the one tab, but not the other tab. The tab getting the errors couldn't interact with the phone, couldn't 'hang up' the call that was already hung up, couldn't make a new one etc.

Logging out and in fixed it but there shouldn't be uncaught errors floating around imo.

Let me know if you need more details.

[embbnux]

Hi @ChrisNolan Thanks so much for reporting this. Let me check the issue.
And can you share more details about how you reproduce the issue. It is appreciated to help us track the issue quickly

[embbnux]

Hi @embbnux I tried to reproduce the issue in my side in recent days. But I can't reproduce it.
So need your help to provide more details about how to reproduce. And any logs are appreciated

[embbnux]

Ohh, I think I have reproduced the issue. It will be fixed soon

[embbnux]

@ChrisNolan New 3.x build is released with the patch. Great thanks again for reporting the issue.

[ChrisNolan]

Awesome, thanks @embbnux -- sorry I didn't see your pings sooner but when I noticed there was a new version I thought could it be. I appreciate your efforts... gotta figure out how to get my github notifications working again... the new system is a bit strange.

[embbnux]

You are welcome! Let's keep tracking if the issue is fixed.

[ChrisNolan]

Hi @embbnux so I think we still have an issue but it just presents itself differently? About once or twice a day one of the sales team (of about 80) gets an issue where they click 'dial' (or more typically my code tries to dial for them, then they go in and try to click it) and nothing happens. There is no feedback on screen etc and they've typically just taken to logging out and restarting their browser but I got one of them to call me today and in the console I'm seeing:

[DialerUI] make call error Error: rc-widget-webphone-channel-v2-timeout at MultipleTabsTransport.js:95:44

(so same line # as before?) it also mentions krispsdk.es5.js:14 too.

If I scrolled back in the console, I'm not sure if this is relevant or not:

"An iframe which has both allow-scripts and allow-same-origin for its sandbox attribute can escape its sandboxing."

Also this rep today usually has two sessions open, but only had one when the error hit so not multiple tabs at all from what I could see. Oh, and if it matters, when they do have multiple sessions open they do so in a different chrome... 'instance' would it be call, no a 'profile'. i.e. They have a chrome shortcut which starts up their 'Canada' session, and their 'US' session -- but both of them use the same ringcentral account. Not sure if the multiple tabs fully handles that scenario?

Ideally these timeouts wouldn't happen but I wonder if there is anyway to give some 'event' that they have so at least there is something I can capture and display to them as to what is happening so they aren't spinning their wheels verifying the phone#, checking the customer history etc?

[ChrisNolan]

Hi @embbnux a bit more on this. It seems like before that error when dialing happens, the user will be in this 'state'

Where it failed to connect, it shows this 'something went wrong' message ... but then after the 'retry' happens, it 'looks' like it connected, but the above dialer fails.

Interestingly... it seems like the 'precense' is maintained -- in that in the other tab, if they make a call, this one's events do fire and notify that the other tab is on a call, but this tab can't start a call.

The same user, when I logged out of both browser windows and restarted both browser windows, logged back in, (reauthorized the app -- a pain btw, it should just remember the authorization imo, or we can authorize it at the company level), and it looks like they both connected, and then one of the windows starts saying there was a session expiration over ard over again and just 'spins'

And then we get this '410 Gone'

So... yeah idk. Is it just service issues on your end, and then the embeddable isn't capturing all those different scenarios correctly? Or something here? I did some network diagnostics at the same time and didn't see anything show up packet loss wise etc.

Thanks for your continued investigations. let me know if there is a better place to put this detail than in this issue or not.

[embbnux]

Hi @ChrisNolan Thanks so much for sharing those logs. They are great help for tracking the issue.

For making call with timeout error, actually it is a different bug as we mentioned in this page. It should be caused by web phone registration error as logs in screenshot. And the error should be related to login same account in different browsers/profiles. RingCentral limit online phone devices count for same user. When too many devices is not released successfully during page closed/reloaded, it will cause new registration failure.

I will check if I can reproduce this error in my side, and provide better UI to help user to recover registration.

FYI, it is recommended to report issue here https://developers.ringcentral.com/support/create-case Then we can talk in email to avoid your data leak

[embbnux]

Hi @ChrisNolan After more investigation, I can confirm it is issue caused by using Embeddable with different browsers/profiles with same extension user. I can reproduce with same errors as your screen after having more 5 online devices. RingCentral only allows no more than 5 online phone devices for a extension user. If user has more than 5 online phone devices, old devices will be intercepted to cause call issue.
I have updating 3.x build to catch the error and provide warning message for user about how to re-enable phone feature after getting this error. Your users should be able to get the new build after re-loading web page. Let's keep track if it can help. And it is still recommended to not open the widget with different Chrome profiles. For different Chrome profiles, they are total independent, and it causes the user to have multiple RingCentral devices with same account.

[SaundersIT]

Hi @embbnux, Thank you for your help on this issue. I have created a Developer Case "29952518 | Management of API sessions, killing and observing sessions in a portal." As we would also like to have the option of observing and killing those extra sessions. I will link the developer ticket to this created case to get RC Dev Support more up to speed. Thanks!