Disconnection reasons

When a Participant has disconnected message appears in the admin log, further information about the reason will be given in the Details field of the message.

This Disconnect reason is also shown when viewing historical information about a participant.

The table below lists reasons for disconnections that may be given, along with an explanation of each. Note that this is not an exhaustive list, because in some cases the disconnect reason is provided by the endpoint.

Any Abnormal events are not usually seen during the expected functioning of the system and may require further investigation or intervention.

Reason for disconnection Normal or Abnormal event Message code (next-generation clients) Meaning/resolution
Conference host ended the conference with a DTMF command Normal #pex120 A Host participant ended the call using a DTMF command. (For more information, see Using DTMF to control a conference.)
Conference terminated by a Host participant Normal #pex121 An Infinity Connect Host participant has selected "disconnect all", or a client API command was used to terminate the conference.
Conference terminated by an administrator Normal #pex122 An administrator using the Pexip Infinity Administrator interface has selected “disconnect all”, or a management API command was used to end the conference.
Disconnected by an administrator Normal #pex123 An administrator using the Pexip Infinity Administrator interface has disconnected this particular participant.
Disconnected by another participant Normal #pex124 A Host using an Infinity Connect client has disconnected a specific participant.
Conference terminated by another participant Normal #pex125 An Infinity Connect Host participant has selected "disconnect all", or a client API command was used to terminate the conference.
Timeout waiting for conference host to join or permit access to locked conference Normal #pex126 The participant timed out because the conference Host either did not join the conference, or did not permit the participant to join a locked conference. For more information, see Limiting how long Guests can wait for a Host.
Signaling node disconnected Abnormal #pex129 The media node lost connectivity to the signaling node.
Media process disconnected Abnormal #pex130 The Conferencing Node hosting the media has encountered an unexpected behavior.
Media node disconnected Abnormal #pex131 The signaling node lost connectivity to the media node.
Proxied participant disconnected Abnormal #pex132 The proxying node lost connectivity to the transcoding node.
No participants can keep conference alive Normal #pex140 This was the only remaining participant, and they were an ADP that was not configured to keep the conference alive. (For more information, see Automatically ending a conference.)
All conference hosts departed hosted conference Normal #pex141 There are no Host participants remaining in the conference. (For more information, see Automatically ending a conference.)
Last remaining participant removed from conference after timeout Normal #pex142 This was the only participant remaining, and they were disconnected after the configured amount of time. (For more information, see When there is only one participant remaining in the conference.)
Test call finished Normal #pex143 This was a call to the Test Call Service which was automatically disconnected after the specified time.
Call rejected Normal #pex150 The person being called did not answer or could not be reached.
Call disconnected Normal #pex151 An Infinity Connect client has been disconnected by themselves or another system other than Pexip Infinity.
Call failed - please contact your administrator   #pex158
A call routing rule with an invalid regex replace string has been configured.
Failed to gather IP addresses. Abnormal #pex170

The browser cannot find the local IP address. This may be due to ad blockers.

An Infinity Connect WebRTC client could not determine its IP address. This may because there are privacy extensions installed.

Call Failed: Error: Could not get access to camera/microphone. Have you allowed access? Has any other application locked the camera? Abnormal #pex171 An Infinity Connect WebRTC participant has not allowed their camera or microphone to be shared, or has no camera or microphone available.
Timer expired awaiting token refresh Abnormal #pex190 An Infinity Connect WebRTC client was unable to refresh its token after 2 minutes. This is likely due to network issues.
Resource unavailable Abnormal #pex191 There was insufficient transcoding or proxying capacity on the Transcoding Conferencing Node or the Proxying Edge Node on which the call landed.
Participant exceeded PIN entry retries Normal #pex192

The participant exceeded the allowed number of PIN entry attempts (3).

AVMCU cannot connect to PIN-protected or locked conference Normal   There are some limitations with merging and escalating Skype for Business / Lync meetings with PIN-protected Pexip Infinity conferences. (For more information, see Pexip Infinity and Skype for Business / Lync integration features.)
Backplane disconnected Abnormal   A connection between two Conferencing Nodes was lost, and the participant was connected to one of the nodes.
Browser closed Normal   An Infinity Connect participant closed their web app or desktop client.
Call transferred Normal   The participant was transferred to another conference.
CCCP call disconnected Normal  

The call from Pexip Infinity to the SfB/Lync server has been disconnected by a system other than Pexip Infinity.

The reasons include:

  • Conference Terminated – Organizer Ended Session: the normal meeting ended scenario (e.g. the organizer pressed "End Meeting").
  • Participant Removed: the gatewayed participant (VTC/VMR) was removed from the meeting by the organizer.
  • Conference Terminated – Enterprise User Absent: all of the SfB/Lync clients have left the meeting and the gateway participants have been timed out (for more information, see Gateway clients are disconnected from SfB/Lync meetings).
  • Conference Terminated – Inactivity: the meeting timed out due to inactivity (no new users have joined in the last 24 hours).
  • Conference Terminated: the organizer has ended the meeting.
  • RFC3263 lookup failure: the call could not be connected because DNS lookup failed.
Conference number entry attempts exceeded Normal  

A participant using a Virtual Reception has exceed the allowed number of attempts (3) to enter a conference number.

Does not apply to Infinity Connect clients.

Connection to the other side was lost in a non-clean fashion Normal   An H.323 participant was disconnected by themselves or another system (other than Pexip Infinity).
Connection was closed cleanly Normal   An H.323 participant was disconnected by themselves, another system, or Pexip Infinity.
Detected AVMCU call failure Abnormal   Call to the Skype for Business / Lync server failed.
Dialog has failed Abnormal   (SIP) A reverse connection could not be established. This is likely due to a TCP connection issue.
insufficient capacity Abnormal   There was insufficient transcoding capacity on the Conferencing Nodes within the location the call landed on, and any configured overflow locations.
Local disconnect (No response to Round Trip Delay Request) Normal   Pexip Infinity disconnected the participant because their endpoint did not respond to the request sent by Pexip Infinity.
No conference number entered Normal  

The participant exceeded the allowed time at the Virtual Reception (120 seconds).

Does not apply to Infinity Connect clients.

Participant did not connect in time Normal   The outgoing call was not answered.
Participant failed to start audio channel     An ACK was not received from the far side. This may be because the far side never received, or failed to process, the 200 OK from Pexip Infinity, and therefore never set up media.
PIN entry timed out Normal  

The participant exceeded the allowed time at the PIN entry prompt. (For more information, see Limiting the time a participant can spend at the PIN entry screen).

Does not apply to Infinity Connect clients.

Presentation stopped Normal   A Skype for Business / Lync participant stopped presenting.
RFC3263 lookup failure Abnormal   The call could not be connected because DNS lookup failed.
Re-INVITE timer has expired Abnormal   Failed to establish a connection to the far end in order to send a SIP INVITE message.
Remote disconnect Normal   A SIP/H.323 participant was disconnected by themselves or another system (other than Pexip Infinity).
Session renegotiation failed Abnormal   A reverse connection could not be established. This is likely due to a TLS (certificate) issue.
Timeout expired waiting for ACK Abnormal   SIP: no ACK message was received within the default timeout period. This often occurs due to issues with DNS (such as unresolvable DNS records, or resolving to the wrong host) as referenced in the Record-Route or Contact SIP signaling headers.
Transaction failed INVITE <random string of characters> Abnormal   SIP: INVITE message was not responded to within the default timeout period.
Transaction failed UPDATE <random string of characters> Abnormal   SIP: UPDATE message was not responded to within the default SIP timeout period (32 seconds).
Undefined reason Normal   An H.323 participant has been disconnected by themselves or another system (other than Pexip Infinity).
User initiated disconnect Normal   An Infinity Connect WebRTC participant manually disconnected themselves.