Equinox User Portal: WebRTC client fails to join meeting with 402 Media error (No AMS available)

SOLN331034 | Version: 22.0 | Published: 10/26/2018 | Updated: 03/09/2021

Available To: Customer

Categories: Alarms/Error Codes, Avaya Aura® Web Gateway, Avaya Equinox® Management, Avaya Equinox® Media Server, Break/Fix, Downloads/Patches, Pre-Sales Technical Support, Troubleshooting, Upgrade, Video Conferencing Solution

Details

Scenario 1:

Equinox Management OTT with embedded User Portal: R9.1 SP3

Equinox User Portal in OTT Distributed mode: R9.1 SP3 (3.4.1.0.289)

Avaya Aura Web Gateway (AAWG) in TE mode: V3.4.1.0.289

Scenario 2, 3 and 8:

Equinox Management OTT with embedded User Portal: Any R9.x version

Equinox User Portal in OTT Distributed mode: Any 3.x version

Equinox Media Server / Avaya Media Gateway (WebRTC licensed): Any R9.x version

Scenario 4 :

Equinox management OTT : 9.1.8.118
SBC - 8.0.1.0-10-17555
AEMS - 9.1.8.1.5
WebRTC GW - 9.1.8.1.5

Scenario 5:

Equinox Management OTT with embedded User Portal: R9.1.9.1

Equinox User Portal OTT: V3.7.0.1.353

Equinox Media Server / Avaya Media Gateway (WebRTC licensed): Any R9.x version

Scenario 6 and 7 : AEMG - 9.1.9.1.59

Scenario 9:

Equinox Solution Version : 9.1.10
Deployment type : TE

Problem Clarification

Scenario 1, 3, 6, 7 and 8:

Users connecting to Equinox meeting via WebRTC client would fail to join the call and were seeing the following error message:

"Media error. 402 Media connection failed. No AMS available"

This issue started after upgrading the solution to the R9.1 SP3 release.

Such issue was not seen in earlier versions.

The AMS in the above error refers to the Aura Media Server which resides on the WebRTC Gateway and used by the WebRTC clients for media transcoding purposes when connecting to a meeting hosted on an Elite 6000 MCU.

When a WebRTC client attempts to join a meeting hosted on Elite 6000 MCU, the initial call signaling goes through the User Portal (AAWG) which will then return the WebRTC Gateway/AMS connection details to the WebRTC client for media relay.

The AMS will connect to the MCU on behalf of the WebRTC client and act as the gateway to convert media from the MCU to a format that the web client can understand (H.246 to VP8)

Note: In case of Equinox Video Media servers, they can natively support WebRTC audio and video codecs and hence do not require the WebRTC Gateway.

Scenario 2:

Same exact issue symptoms as Scenario 1 where the WebRTC call would be stuck in joining state for a long time and eventually fail.

The similar error message is noticed in this case.

Scenario 4 and Scenario 9:

WebRTC calls are not working via Mozilla and Chrome browser. In Console logs we see "Media error. 402 Media connection failed. No AMS available"

Scenario 5:

Same exact issue as Scenario 1, 2 and 3 with the only difference being that the issue was intermittent in nature and not occurring all the time.

If you retry a few times, the call will eventually connect.

It was more prevalent under high load conditions when the call volume is high.

WebRTC users will receive the below error:

NOTE : This issue will only be seen in following deployments:

R9.1.9.1 OTT deployment running Elite 6000 with WebRTC Media Gateway for WebRTC calls.
R9.1.9.1 TE deployment running Equinox Media servers and the Avaya Aura Media Server (AAMS) for WebRTC calls.

Solution