amplify-ui
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aws-amplify
Getting `Client failed to start recording` error message for few users
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- [x] I have searched for duplicate or closed issues and discussions.
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- [x] I have tried deleting the node_modules folder and reinstalling my dependencies
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On which framework/platform are you having an issue?
React
Which UI component?
Liveness
How is your app built?
Webpack 5
What browsers are you seeing the problem on?
No response
Which region are you seeing the problem in?
No response
Please describe your bug.
Getting RUNTIME_ERROR for some users with the message that Client failed to start recording. This happens when the liveness session is created and passed to the Amplify Liveness FaceLivenessDetectorCore Component.
Below is the log message for the error that we receive and format from Amplify Liveness component.
"state: RUNTIME_ERROR, name: undefined , :message: Client failed to start recording."
What's the expected behaviour?
Expected behaviour is that the liveness check is initiated properly with the recording being started.
Help us reproduce the bug!
This issue is happening in certain scenarios with only a select few customers. As I don't have their device info and other experience details, I cannot provide the reproduction steps. From our logs, it seems like they fetched the session details and passed it successfully to Amplify Liveness component.
Code Snippet
// Put your code below this line.
Console log output
No response
Additional information and screenshots
No response
Hi @bard-fauz thank you for opening this issue. Can you confirm that the users that are facing this issue have enabled permissions to access the camera?
Yes, until a user has allowed the camera access permission, the session is not created and control is not passed to the Amplify component in our product.
Hello @bard-fauz , we're not able to reproduce this issue on our side. The recording was started and verified successfully. Could you provide more information to reproduce this issue when you have them? We can then continue the investigation.
Even I am not able to replicate this issue on my end, our logs mentioned that 2 users encountered this issue, thus wanted to ask why this could be the case. Any idea why this error message could come up?
@bard-fauz Client failed to start recording error message will be displayed if the recording failed to start or exceeded the timeout of 5 seconds. And the recording failure/timeout could be due to various reasons.
Is it a consistent issue for the same user, or the log indicates there's successful recording for the user after retries?
@Simone319 , It happened only for two users and for them it kept on repeating always. They retried multiple times and our logs showed that for each try they got the above error message. Apart from these two I have not observed any other user face this issue.
@bard-fauz Please let us know if this error happens again. We are happy to try reproducing this error, if you provide more information on how to reproduce it.
Hey @bard-fauz, we're closing the issue because of inactivity. Feel free to reopen it and provide more information if you need further help from us.
