Hipchat video issues

I am using the hipchat client (Version 4.29.0.732) and for some reason, some people I am able to successfully run video chat with, but others, we cannot conect properly. When it doesn't work, its almost like the the two clients are not connecting properly. The caller just sees it ringing and ringing, the answerer, is able to answer, but is never connected to the video chat.

Please help.

Thanks.
Eric

1 answer

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Edwin Ho Atlassian Team Aug 07, 2017

Hi Eric.

Thanks for reaching out. Is it only this specific answerer who couldn't initiate video call on his HipChat client, or it happens occasionally across other users? Was the user able to start the video call on his HipChat client, but couldn't see each other? We will have to find out more details about the video call itself.

Would you be able to reach out to our support contact at https://support.atlassian.com/help/contact/ so that we'll be able to troubleshoot this further for you?

Thanks.
Edwin 

The issue only happens with some users I connect to using video chat. We both see the same thing. When I try to call them, it just rings and rings. They answer and it never connects us. The same thing happens if they try to call me. This is on an internally hosted hipchat server with our company. Maybe that will help you identify. Again, this works fine for many people, just not for some. We are all using mac clients too.

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