Troubleshooting Infinity Connect error messages
The table below lists the specific messages that may be presented to Infinity Connect users, along with their meaning and suggested resolution (where appropriate). To assist administrators with troubleshooting, the associated admin-facing message (which appears in the admin log, and when viewing historical information about a participant) is also given.
For help with general issues that may occur when using Infinity Connect clients within your deployment, see Infinity Connect clients.
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User-facing message - legacy clients | User-facing message - next-generation clients | Message code | Meaning/resolution |
|---|---|---|---|---|
| Call Failed: Invalid role | Invalid pin | The PIN you entered is invalid - please try again. | #pex100 | |
| Call Failed: Invalid PIN | Invalid pin | The PIN you entered is invalid - please try again. | #pex101 | The PIN that was entered did not match the Host (or Guest, if configured) PIN. |
| Call Failed: System in maintenance mode | #pex110 | The Conferencing Node is in maintenance mode. | ||
| Call Failed: 502 Bad Gateway | Unable to connect to the server | There is no connection. Please try again. | #pex111 | |
| Call Failed: 503 Service Unavailable | Unable to connect to the server | There is no connection available. | #pex112 | |
| Call Failed: Invalid token | Lost connection to the server | Your connection was lost. Please try again. | #pex113 | |
| Call Failed: Out of resource | Cannot connect your call: the system you are trying to connect to is currently at full capacity | The system you are trying to reach is over capacity. | #pex114 | |
| transfer failed | transfer failed | Transfer failed. | #pex115 | A Host participant attempted to transfer another participant from the current meeting to another meeting, but failed. |
| Call Failed: Unexpected Response: 503 | Call Failed: Unexpected Response: 503 | Call failed - please contact your administrator | #pex116 | Pexip Infinity received an Unexpected Response (503) when trying to place the call. If this issue persists, you may wish to send a snapshot to your Pexip authorized support representative. |
| Call failed: <code> | The call failed. Please try again. | #pex117 | Generic failure code. | |
| Could not join localhost:8080 | The server cannot be reached. | #pex118 | The host server (obtained either as the result of the DNS lookup, or by using the domain part of the dialed alias) could not be found. | |
| Call Failed: Failed to forward request | Call failed: Failed to forward request | #pex119 | ||
| Conference host ended the conference with a DTMF command | The conference was ended by a Host | A Host ended the meeting. | #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 | The conference was ended by a Host | A Host ended the meeting. | #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 | The conference was ended by an administrator | An administrator ended the meeting. | #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 | Disconnected by an administrator | An administrator disconnected you from the meeting. | #pex123 | An administrator using the Pexip Infinity Administrator interface has disconnected this particular participant. |
| Disconnected by another participant | Another participant has disconnected you | Another participant in the meeting disconnected you. | #pex124 | A Host using an Infinity Connect client has disconnected a specific participant. |
| Conference terminated by another participant | A Host ended the meeting. | #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 | Timeout waiting for conference host to join or permit access to locked conference | The meeting Host has not joined or unlocked the meeting. | #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. |
| Call failed: Disabled | Call failed: Disabled | #pex127 | The setting to Enable support for Pexip Infinity Connect and Mobile App has been disabled by an administrator. | |
| Call failed: failed to establish media to server. Ensure required firewall ports are permitted. | Call failed: a firewall may be blocking access. | #pex128 | An ICE failure has occurred. | |
| Media process disconnected | Something went wrong with the conference. Please try to connect again | Something went wrong with the meeting. Please try to connect again. | #pex130 | The Conferencing Node hosting the media has encountered an unexpected behavior. |
| Media node disconnected | Something went wrong with the conference. Please try to connect again | Something went wrong with the meeting. Please try to connect again. | #pex131 | The signaling node lost connectivity to the media node. |
| Proxied participant disconnected | Something went wrong with the conference. Please try to connect again | Something went wrong with the meeting. Please try to connect again. | #pex132 | A proxied participant was disconnected. |
| No participants can keep conference alive | The conference has ended | The meeting has ended. | #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 | The conference has ended because all Hosts have disconnected. | The meeting ended because the Host(s) left. | #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 | Last remaining participant removed from conference after timeout | You were the only participant left in the meeting. | #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 | Test call finished | The test call has finished. | #pex143 | This was a call to the Test Call Service which was automatically disconnected after the specified time. |
| Call rejected | The person you are trying to call did not answer or could not be reached | The person you are trying to call did not answer or could not be reached. | #pex150 | The person being called did not answer or could not be reached. |
| Call disconnected | The other participant has disconnected | The other participant has disconnected. | #pex151 | An Infinity Connect client has been disconnected by themselves or another system other than Pexip Infinity. |
| Gateway dial out failed | The call could not be placed | The call could not be placed. | #pex152 | The alias matched a Call Routing Rule but the call could not be placed. |
| invalid gateway routing rule transform | The call could not be placed. Please contact your administrator | The call could not be placed. Please contact your administrator. | #pex153 | The alias matched a Call Routing Rule but the resulting alias was not valid. |
| Call Failed: Neither conference nor gateway found | Invalid conference <alias> | "Cannot connect to <alias>. Check this address and try again. | #pex154 | The alias that was dialed did not match any aliases or Call Routing Rules. |
| Could not join <domain part of dialed alias> | Could not join <domain> | #pex155 | The domain is not part of a Pexip Infinity deployment. This error can occur if an incorrect serverAddress has been specified during customization. | |
| Participant failed to join conference Reason="No direct route between Edge and Transcoding" | The call could not be placed. | #pex156 | There is an issue with media location policy. For more information, see Configuring policy profiles | |
| Not Found: The requested URL <address> was not found on this server | Could not join <domain> | #pex157 | Check that the URL is structured correctly. | |
| Failed to gather IP addresses. | Failed to gather IP addresses. | Call failed: Please disable any privacy extensions on your browser. | #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? | Your camera and/or microphone are not available. Ensure they are not being used by another application. | Your camera and/or microphone are not available. Please make sure they are not being actively used by another app. | #pex171 | An Infinity Connect WebRTC participant has not allowed their camera or microphone to be shared, or has no camera or microphone available. |
| Presentation ended | Presentation ended | The presentation ended. | #pex180 | |
| Presentation stream remotely disconnected | Presentation stream remotely disconnected | The presentation stream was disconnected. | #pex181 | |
| Presentation stream unavailable | Presentation stream unavailable | The presentation stream is unavailable. | #pex182 | |
| Screenshare cancelled | Screenshare cancelled | The screenshare was cancelled. | #pex183 | |
| Screenshare error | Screenshare error | Something went wrong with screenshare. Please try again. | #pex184 | |
| Screenshare remotely disconnected | Screenshare remotely disconnected | The screenshare was disconnected. | #pex185 | |
| Timer expired awaiting token refresh | Timer expired awaiting token refresh | Error connecting to the meeting | #pex190 | An Infinity Connect WebRTC client was unable to refresh its token after 2 minutes. This is likely due to network issues. |
| Resource unavailable | Call failed: Resource unavailable | Error connecting to the meeting | #pex191 | There was insufficient transcoding capacity on the Proxying Edge Node on which the call landed. |
| Participant exceeded PIN entry retries | Participant exceeded PIN entry retries | Too many PIN entry attempts | #pex192 |
The participant exceeded the allowed number of PIN entry attempts (3). |
| Invalid license | Error connecting to the meeting. Please contact your administrator | #pex193 | ||
| Participant failed to join conference... Reason="Participant limit reached" | Call Failed: Participant limit reached | This meeting has reached the maximum number of participants. | #pex194 | A user has attempted to join a conference that has exceeded its configured number of participants. For more information, see Limiting the number of participants. |
| Insufficient licenses | Error connecting to the meeting. Please contact your administrator. | #pex195 | All the existing licenses are currently in use. For more information, see Pexip Infinity license installation and usage. |