Co-browse session getting disconnected

[AmeyaP]

Hi Team,

We have implemented the Co-browse for Voice and Chat . When the co-browse session starts the screen appears blank white , customer gets screen share started message too. However in few seconds the co browse ends .

Can you please assist on this , and let us know what might me causing this issue.

When checked Console we cloud see below error:

core.js:4002 ERROR TypeError: Cannot read property 'getNodeId' of undefinedat n. (jsapi-startSharing-40c37917.js:297)at n.r.emit (cobrowse-jsapi-v1.js?deploymentKey=Hidden*****)at d (jsapi-startSharing-40c37917.js:128)at n.handleCobrowseEvent (jsapi-startSharing-40c37917.js:128)at n.handleCobrowseEvent (jsapi-startSharing-40c37917.js:147)at l.e (jsapi-startSharing-40c37917.js:127)at l.r.emit (cobrowse-jsapi-v1.js?deploymentKey=Hidden*****)at t (jsapi-startSharing-40c37917.js:125)at u.s.processCobrowseEvent (jsapi-startSharing-40c37917.js:125)at b (jsapi-startSharing-40c37917.js:125)defaultErrorLogger @ core.js:4002push.../../node_modules/@angular/core/fesm5/core.js.ErrorHandler.handleError @ core.js:4050next @ core.js:26759schedulerFn @ core.js:23735push.../../node_modules/rxjs/_esm5/internal/Subscriber.js.SafeSubscriber.__tryOrUnsub @ Subscriber.js:194push.../../node_modules/rxjs/_esm5/internal/Subscriber.js.SafeSubscriber.next @ Subscriber.js:132push.../../node_modules/rxjs/_esm5/internal/Subscriber.js.Subscriber._next @ Subscriber.js:76push.../../node_modules/rxjs/_esm5/internal/Subscriber.js.Subscriber.next @ Subscriber.js:53push.../../node_modules/rxjs/_esm5/internal/Subject.js.Subject.next @ Subject.js:47push.../../node_modules/@angular/core/fesm5/core.js.EventEmitter.emit @ core.js:23719(anonymous) @ core.js:26278push.../../node_modules/zone.js/dist/zone.js.ZoneDelegate.invoke @ zone.js:391push.../../node_modules/zone.js/dist/zone.js.Zone.run @ zone.js:150push.../../node_modules/@angular/core/fesm5/core.js.NgZone.runOutsideAngular @ core.js:26215onHandleError @ core.js:26278push.../../node_modules/zone.js/dist/zone.js.ZoneDelegate.handleError @ zone.js:395push.../../node_modules/zone.js/dist/zone.js.Zone.runTask @ zone.js:198push.../../node_modules/zone.js/dist/zone.js.ZoneTask.invokeTask @ zone.js:498invokeTask @ zone.js:1693globalZoneAwareCallback @ zone.js:1719

Regards,
Ameya

[anon28885283]

Hi Ameya,

It might be best to open a support case with Care as they can investigate more thoroughly within your org.

Genesys Cloud Customer Care - Genesys Cloud Resource Center

[AmeyaP]

Hi Team,

We’ve identified the issue for blank screen share. Unfortunately due to larger size of initial dom passed to agent via websocket is causing this issue.

By comparing the data passed via websocket, we were able to identify size difference in a message passed with initial DOM. For POC it is only 37.4kB , dev(myaccount-dev.aflac.com) it is 2.4 MB . To confirm this we removed few styles to reduce size and verified, at that time it was successfully sharing screen(initial DOM size – 78kB ).

Can you please let us know is there any configuration in Genesys side to handle this or any alternate solution to mitigate this.

Note: Reducing DOM size in our website is not feasible.

Regards,
Ameya

[Jerome.Saint-Marc]

Hello,

As far as I know, there is no exposed configuration on client side to control or to change this (I mean in the webpage referencing the cobrowse javascript api).
So as Prince suggested, I would recommend to open a case with Genesys Cloud Care to see if something can be done at the platform level (server/cloud), or if this would require an idea (feature request) to be submitted.

Regards,