Troubleshooting Cases

1 Troubleshooting Server Data Faults

Symptom

When data on the engine server is damaged before or after encoding, the engine reports a data processing failure event (VMI_VIDEO_ENGINE_ENCODE_ERR) on the server. You can view related messages in logs.

Impact on the System

When this fault occurs, the engine server reports the VMI_VIDEO_ENGINE_ENCODE_ERR event. Then the engine server continues encoding and sends data to the client. When the client decodes damaged frames, frame loss or temporary artifacts occur (if the damaged frames are I-frames).

Possible Causes

1. The data that the engine server sends to the encoding engine after capturing images is damaged.
2. An encoding error occurs on the encoder.

Procedure

1. In the logs generated by the engine, search for logs whose LOG_TAG is VMI_VideoEngine and level is error, and then determine the cause based on the logs.
2. If frame loss or artifacts occur on the client for a short time and then recovers, you can continue with the service. If frame loss or artifacts occur for a long time, the capture engine or encoding engine on the server is abnormal. In this case, disconnect the client from the cloud phone, reconnect the client to the cloud phone, and then check whether the encoder is normal.
3. If the fault is caused by an exception on the capture engine, use the mobile phone (access end) to reconnect to the cloud phone. Then the service is recovered. If the encoder is abnormal, rectify the fault, restart the encoder, and use the mobile phone (access end) to reconnect to the cloud phone. Then the service is recovered.

2 Troubleshooting Data Callback Function Registration Faults on the Server

Symptom

If an exception occurs when the engine server registers the data callback function with the encoder, the engine reports a VMI_VIDEO_ENGINE_REGISTER_ERR event. You can view related messages in logs.

Impact on the System

When this fault occurs, the engine server reports a VMI_VIDEO_ENGINE_REGISTER_ERR event and continues to initialize the encoder. However, because the data callback function fails to be registered, the encoder fails to be initialized and the client is disconnected.

Possible Causes

An exception occurs when the encoder receives the data callback function and completes the registration.

Procedure

1. In the logs generated by the engine, search for logs whose LOG_TAG is VMI_VideoEngine and level is error, and then determine the cause based on the logs.
2. If the data callback function fails to be registered due to an encoder exception, rectify the exception and restart the encoder.
3. Reconnect the mobile phone to the cloud phone. The service recovers.

3 Troubleshooting Server Encoding Parameter Configuration

Symptom

If an exception occurs when the engine server sends parameter settings to the encoder, the engine reports a VMI_VIDEO_ENGINE_CONFIG_ERR event. You can view related messages in logs.

Impact on the System

When this fault occurs, the engine server reports a VMI_VIDEO_ENGINE_CONFIG_ERR event and continues to initialize the encoder. However, because the encoding parameters fail to be set, the encoder fails to be initialized and the client is disconnected.

Possible Causes

An error occurs when the engine server sends parameter settings to the encoder.

Procedure

1. In the logs generated by the engine, search for logs whose LOG_TAG is VMI_VideoEngine and level is error, and then determine the cause based on the logs.
2. If the encoder fails to set encoding parameters due to an exception that occurs when the engine server sends parameter settings to the encoder, rectify the fault and restart the encoder.
3. Reconnect the mobile phone to the cloud phone. The service recovers.