"Required audio or video track is missing"

Martin Solli

• June 04, 2021 14:01

One of our users has this problem (caught it using Hotjar):

The text is "Required audio or video track is missing". This happened after the user clicked the "Record video" button. The user did not interact in any other way with the Ziggeo widget.

Under what cicrumstances does this message show?

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  Bane

  • June 04, 2021 18:38

  Hi Martin,

  To recreate this (every time) you can just unplug your camera and then try to record a video. When this happens, the "video track" is not available and this error is shown.

  As a general rule of thumb, it would mean that the resource you are using is not available and you need to either re-plug it, sometimes (although not often needed), you might need to refresh the page as well.

  If the camera is plugged in you might need to plug it into some other port instead. As soon as the camera is detected, you will no longer get this message.

  Hope this helps :)

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  Martin Solli

  • June 08, 2021 07:50

  Hi Bane,

  Thanks! I'm able to reproduce on my computer when I unplug my camera before loading the page with Ziggeo. (Just a side note - if I unplug the camera while Ziggeos is showing the camera view, it freezes with no error message.)

  Is there a JS callback for handling this situation? It would be good if we could show a message to the user to help them resolve the issue.

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  Bane

  • June 08, 2021 21:00

  Hi Martin,

  Unfortunately not any that will always fire. This is specific to the browser and how they would handle this. I believe that the USB standards do allow slight disconnects to happen so that even browsers can not know if you have unplugged it or simply lost connection and it will be back.

  This could happen also (without unpluggin) if you have a bad USB connection and it "moves" and looses the connection. At either point I think that in most cases the video will not reliably continue and the refresh of the page (or recorder) would be needed.

  With all of the above said, if the browser passes us the info about what happened we will raise some error events.

  You can see all of them here: https://ziggeo.com/docs/sdks/javascript/browser-interaction/events

  camera_nosignal and camera_unresponsive would be the ones of interest connected to this error.

  The no_camera would trigger only if you come to the embedding and your camera is unplugged (and you do not have any other camera). This should generally never fire for someone with mobile device or laptop that has built in camera.

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  Martin Solli

  • June 10, 2021 07:16

  Thanks Bane, that's really helpful!

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