AIRe Link connection issues

petr_kazda

Originally posted by @ralf-scholz (translated using google translate)

Hello,
I have already been able to use AIReLink positively several times, but there were also problems a few times.
I have also received feedback from colleagues in the field, which I would like to share with you.

The win10 laptop was used and I-Phones on the client side
1.) I couldn’t connect to the client twice, the screen stayed black.
we suspected problems due to poor cellular reception
however, using Facetime worked without any problems
2.) Many technicians tell me that the iPhone got very hot during use and the battery consumption is very high.
3.) In one attempt, the Chromebowser was set as the default on the iPhone,
so the connection could not be established.
4.) (no technical problem, only feedback)
Some technicians reported to me that customers rejected the application because they had to use their personal cell phone to do it.
Sincerely yours
Ralf Scholz

petr_kazda

Thank you for the report.

1) Black screen issue might indicate some issue in webRTC negotiation - restrictive firewall in the way or some network issue. If it is repeatable we would like to investigate it.
2) The reason for battery consumption and heat production is high CPU usage. We are trying to provide best level of quality and HQ video is expensive to process. We will look for possible optimizations.
3) Only Safari is supported on iPhones. The reason is missing webRTC support in alternative browsers.
4) Client security concerns will be addressed in a leaflet that we are preparing. Basically you can deal with such concerns in a way that AIRe Link is webpage as any other - it is sandboxed in a browser and it cannot access any files on the system. The permissions we are asking upon page opening are effective only if the page is opened in the browser (that is general security model of all browsers).

ralf-scholz

Thank you for the Information

petr_kazda

@ralf-scholz For your reference, the mentioned document for dealing with customer concerns is here: https://www.aire.link/wp-content/uploads/AIRe_Link_Dealing_with_customer_concerns.pdf

ZdenekVrbka

When seeing the black screen after the session is initiated, but hearing the customer’s voice, please ask the customer to go to the settings and choose the back camera (typically, the preselected camera is ‘Default’, the other two options are ‘Front camera’ and ‘Back camera’). This should solve the issue.
Please see the visual guide attached.

solving-black-screen-in-aire-link-session.pdf

598kB

rod-heaton-5ee256

ZdenekVrbka

I had a similar issue with the Samsung Note 10 Plus today. It has so many camera options to choose from the customer got confused and we never did get past the normal camera view of her face. Any ideas?

ZdenekVrbka

rod-heaton-5ee256 I guess trying every camera option is the only option at this moment.

petr_kazda

On devices with multiple cameras some of them may not be accessible for the browsers (i.e. they do not provide video in any compatible format).
The app tries to use default “environment” facing camera. This option is managed by browser API and we have limited options to influence the behaviour. If there is multiple cameras then they should be named “facing front/facing back”. You can try the facing back cameras.