Known limitations

These are the known limitations in the current release of the Pexip Infinity platform.

For a list of known limitations in the current release of the Infinity Connect clients, see Infinity Connect fixed issues and known limitations.


Ref # Limitation
18846 If a CSV import file contains empty lines, those lines can create "This field cannot be blank" style error messages on import. Any other valid lines in the file are still imported correctly.
17243 If a WebRTC control-only participant presents content, that participant does not have any associated media stream or call statistics recorded against it.
16232 The Call-id is not logged on an administrative event when a Guest joins a conference and all Guests are muted.
16190 When performing a packet capture, encryption keys are not captured for WebRTC calls placed to a Proxying Edge Node.
16119 "License limit reached" alarms are not lowered as expected, even though an appropriate "Alarm lowered" message is logged.
15943 "Connectivity lost between nodes" alarms are not recorded in the alarm history (History & Logs > Alarm History).
14908 In deployments where the VMR Scheduling for Exchange feature is receiving consistently high levels of usage (i.e. more than 30 meeting requests per minute), the processing of emails by the equipment resource may be delayed. The workaround is to split users into several smaller groups, and create an individual Exchange Connector (with a different equipment resource mailbox) for each group of users.
13305 The G.719 codec is not currently supported for SIP.
12218 In some call scenarios that take a long time for the call setup to complete (for example calls that involve ICE, a Conferencing Node behind static NAT, and where the client is also behind a NAT) any audio prompts (such as requests to enter a PIN) may be played too early and the client may not hear all of the message.


If a caller dials into a Virtual Reception and enters the number of the conference they want to join, but there are insufficient hardware resources available to join the caller to that conference, the caller is disconnected from the Virtual Reception.


Any changes made to VMR configuration — such as updating the participant limit — while the conference is ongoing do not take immediate effect, and may result in conference separation (i.e. new participants will join a separate VMR from those that are currently connected). All participants must disconnect from the conference for the change to take effect.


When changing the certificates in a chain, a reboot of the associated Conferencing Nodes may be required if the changes do not produce the desired effect.


Occasionally, group chat messages may not be displayed to Infinity Connect web app participants who are using Internet Explorer.

Pexip Teams Connector

Ref # Limitation
19295 A VTC device that is connected to a Teams meeting will only receive presentation content at 1 fps. Transmitted presentation content is not affected.


Ref # Limitation


If the presentation channel already active from an MXP is taken by another connected participant, the MXP may not properly receive presentation content.


Ref # Limitation


When a Polycom Trio is registered to Skype for Business, and has dialed in to Pexip Infinity, it will receive presentation as main video from Pexip Infinity. However, when the same endpoint is dialed out to from Pexip Infinity, it will receive presentation as RDP.


Microsoft Skype for Business and Lync

Ref # Limitation


RDP presentation content from a Skype for Business meeting may sometimes take several seconds to render on VTC devices that are gatewayed into that meeting. One workaround is to use Video-based Screen Sharing (VbSS) instead of RDP for content sharing. If you must use RDP then you can configure your system to adjust the bandwidth used for RDP presentation which will reduce the delay in rendering the RDP content for the VTC device — contact your Pexip authorized support representative for configuration details.
13201 When a Skype for Business client is presenting PowerPoint slides in a Skype for Business meeting, sometimes only the first slide is sent to standards-based endpoints that are gatewayed into that meeting.


If a Conferencing Node being used as a gateway into a SfB/Lync meeting is near processor capacity and another endpoint in the SfB/Lync meeting starts sending content, a participant may be inadvertently disconnected from the conference. To resolve this, the endpoint can dial back into the conference.


Participants calling into Skype for Business / Lync through the Pexip Distributed Gateway may experience inconsistent call rejection messages if a Conferencing Node is placed into maintenance mode.


In some instances, one of two messages sent to a VMR from two SfB/Lync clients not previously connected may not be properly retained by the VMR. To resolve, re-send the message.


Participants connected via the Pexip Distributed Gateway into a SfB/Lync meeting may not receive presentation content from SfB/Lync participants. This occurs if the SfB/Lync user has a screen resolution where the width is an odd number of pixels, such as a resolution of 1437x758. If this occurs, one workaround is for the user to share an application rather than their full desktop.

VMR Scheduling for Exchange

Ref # Limitation
19563 Due to recent changes in the OWA client, OWA users connecting to Exchange 2016 or Exchange 2019 may find that the add-in panel (which opens after the add-in is activated) hangs. However, the meeting instructions will have been added, so users can close the add-in panel and send the invitation as normal.

In some circumstances, users are not able to obtain a VMR for a meeting if an existing meeting invitation is being edited and has previously had a VMR assigned. This may happen if a user has previously activated the add-in when editing an invitation but then discarded their changes, or if the user has removed the information added to the invitation when the add-in was previously activated. By default, users will see a message "VMR already assigned".

Infinity Connect web app

Ref # Limitation
18119 Long display names are truncated when there is space available to show the full name.


Network connection interruptions of longer than 10 seconds may require Chrome participants to manually reconnect to a conference.