lux
lux2mo ago

Disconnecting immediately

We’ve started having an issue where users are immediately disconnected from rooms, but nothing’s changed on our end. We had a credit card change so I’m wondering if the failed payment may have triggered something, although we’ve updated our card and should be all paid up. Let me know if you need any additional info.
6 Replies
kapa.ai
kapa.ai2mo ago
Hi @lux. I'm kapa.ai, your friendly support bot. I will try to answer your question by searching through the knowledge base. :wave: ---------------------- I'm sorry to hear about the issue you're experiencing. Based on the information provided in the knowledge sources, there could be a few reasons why users are being disconnected from rooms. One possibility is that the server is disconnecting clients due to a sudden drop in their connection. The server pings connected clients every five seconds and if their connection is dropped suddenly, the server will disconnect them after five seconds source (https://normcore.io/documentation/architecture/common-questions#what-happens-when-a-client-crashes-how-long-does-it-take-the-server-to-disconnect). However, it's also possible that there's an issue with the Realtime component of your application. The Realtime component has events that are fired when it's connected or disconnected from a room source (https://normcore.io/documentation/reference/classes/Normal.Realtime.Realtime). You might want to check if these events are being triggered unexpectedly. As for the payment issue, I don't have any information from the provided sources about how payment issues might affect connectivity. I would recommend reaching out to NormalVR's support team for further assistance on this matter. If you're still having trouble, it would be helpful to have more information about the nature of the disconnections. Are there any error messages being displayed? Are the disconnections happening for all users or only some? Any additional details you can provide would be helpful in diagnosing the issue. ---------------------- Note: you can ask me a follow up question by @ mentioning me again :speech_balloon: ----------------------
kapa.ai
kapa.ai2mo ago
<@274636134175342603> kapa.ai is still learning and improving, please let us know how it did by reacting below
maxweisel
maxweisel2mo ago
It’s the credit card issue. The last payment failed and so the app key was paused. have you resolved the payment method?
lux
lux2mo ago
We’ve updated our card on file and so I believe we have resolved the payment issue.
maxweisel
maxweisel2mo ago
@lux I saw it tried again and failed, but I just re-ran it and it succeeded. you should be good to go now. let me know if you have any other issues
lux
lux2mo ago
Strange, but thank you for the help in getting it working again! 🙌