Generally, poor network conditions can result in frozen streams. Please follow the below listed actions to troubleshoot this issue.

1. Please check whether your network and connection status are stable. If not, switch to a more stable network.

2. Check if you're able to reproduce this issue on our Sample App. If not, this may be an implementation issue on your end.

3. Check that you're using the latest SDK version.

4. If this issue is only observed after concluding a screen-sharing session, try restarting the app.

5. Ensure that background applications which may be draining device resources are closed and test again.

If the issue persists even after following the above listed actions, please contact Temasys Support by raising a ticket on our Support Portal.

Please include the following information:

  • Your App Key ID
  • The geographic location(s) of the peer(s) when this issue was observed.
  • Whether this issue is faced sporadically or all the time.
  • Whether the frozen stream recovers or remains frozen.
  • The SDK version you're using.
  • The Date/Time this issue was observed.
  • [Only for MCU Enabled App Users] Whether you note this issue only while MCU is enabled or when it is disabled as well (Learn how to disable MCU).

Other Video Troubleshooting Documentation you may wish to see

Black Stream