Overview

There is a known issue in Sococo where media (microphone, camera, or screen share) can't be enabled in a specific room of the space. This article provides information and a workaround for this issue, while it is being addressed by our Engineering team. 

Diagnosis

When enabling the microphone, camera, or screen share, a blue progress bar appears on top of the screen but the media feature is not enabled.

Solution

Sococo's media infrastructure uses Amazon Chime. Every time a Sococo meeting is started, a meeting instance is created by Chime. If this process fails, media features will not able to be enabled in the room until the Chime service resets the meeting instance. To solve this issue, follow these steps:

Step 1. Refresh your Sococo App

Refresh your app to re-establish all connections and reload the content. For both the web app and the desktop app:

• For Windows: press Ctrl + R
• For Mac: press Cmd+ R 

Step 2. Toggle Media On

After the Sococo application has been reloaded, enable your microphone, camera, and/or screen share. Sococo will be able to establish new media connections and your avatar will reflect the media features that have been turned on.

If the issue persists, go to the next step.

Step 3. Move to Another Room

Move to another room available in your office space. Ask the members that were in the previous room with you to join you and enable your microphone, camera, and/or screen share as needed. 

Testing

After going through the steps in the solution, you should be able to enable the media features in the room. If you are still unable to enable your microphone, camera, or screen share in a specific room, please follow up on a support ticket explaining your issue in detail and all the steps you tried so far.