Error codes and troubleshooting

See the following tables for common error codes, descriptions, and troubleshooting suggestions.

Handle Session error events

Handle session error events for the best user experience and to prevent edge cases.

session.on("session_error", (payload) => {
    const { code } = payload;
    console.log("error code", code);
});

Start, join session failed errors

If you fail to start or join a session, try starting or joining it again.

Error code	Error message	Exception	Suggested action
`1001`	`1` The website link is invalid.`2` Free trial account has no available credits.	`SESSION_START_FAILED`	The session failed to start due to a connection error, network error, or invalid Cobrowse site URL. Restart the session.
`1011`	`1` Session join failed due to an internal error.`2` SDK version is invalid.`3` Session does not exist or has ended.`4` The website link is invalid.`5` Failed to make a connection after multiple attempts.`6` Failed to reconnect after failover with multiple attempts.	`SESSION_JOIN_FAILED`	The session failed to join due to connection error or because the session has already ended. If the session is still active, rejoin it.
`1016`	Network request to backend failed after multiple attempts.	`NETWORK_ERROR`	The session failed to start or join session due to a network error. Try again.

Session limit errors

Starting or joining a session can fail due to session limit errors. See Join flow limitations for details.

If the number of customers or agents exceeds the allowed limit, the SDK returns SESSION_CUSTOMER_COUNT_LIMIT or SESSION_AGENT_COUNT_LIMIT.
If the same user repeatedly attempts to join, the SDK returns SESSION_DUPLICATE_USER.
In multiple browser tabs, only one active session is allowed. Additional attempts result in SESSION_CONNECTING_IN_PROGRESS or SESSION_COUNT_LIMIT.

Error code	Error message	Exception	Suggested action
`1002`	`1` A connection is already in progress.`2` A transfer session is still recovering.	`SESSION_CONNECTING_IN_PROGRESS`	A session connection is already in progress. This may be a duplicate call. Cancel the ongoing attempt or ignore the new request.
`1004`	A session is already active.	`SESSION_COUNT_LIMIT`	A session is already in progress on this device. End the ongoing session or ignore the new call.
`1012`	Maximum number of customers in a session reached.	`SESSION_CUSTOMER_COUNT_LIMIT`	Only one customer can join a session. Remove the existing customer before retrying.
`1013`	Maximum number of agents in a session reached.	`SESSION_AGENT_COUNT_LIMIT`	Up to five agents can join a session. Remove an agent before retrying.
`1015`	The agent is already in the session.	`SESSION_DUPLICATE_USER`	The same user ID already exists in the session. Verify that the `userId` in the token is unique.
`1017`	Operation failed, the session is being canceled.	`SESSION_CANCELING_IN_PROGRESS`	A session is currently being canceled. Retry after the cancelation completes.

Handle PIN code errors

In BYOP mode, you must provide a custom PIN code in the correct format when you create a session. We recommend that you generate random PIN codes and validate that the PIN is not empty before making the call. See Bring Your Own PIN (BYOP) for details.

If the PIN code is already in use, the SDK returns SESSION_START_PIN_CONFLICT.
If the PIN code is empty, the SDK returns SESSION_START_PIN_REQUIRED.
If you join a session using a non-existent PIN code, ithe SDK returns SESSION_START_PIN_REQUIRED.
If you use an invalid PIN code, the SDK returns SESSION_PIN_INVALID_FORMAT.

Error code	Error message	Exception	Suggested action
`1006`	PIN code is not found.	`SESSION_JOIN_PIN_NOT_FOUND`	The PIN code does not exist. Check the value and try again.
`1008`	`1` PIN code exceeds the maximum length`2` PIN code contains invalid characters.	`SESSION_PIN_INVALID_FORMAT`	The PIN code format is invalid. PIN codes may contain letters and numbers (case-insensitive, converted to uppercase) and must be no more than 10 characters. Check the code and try again.
`1009`	PIN code is required.	`SESSION_START_PIN_REQUIRED`	In BYOP mode, you must provide a PIN code when creating a session.
`1010`	PIN code has already been used.	`SESSION_START_PIN_CONFLICT`	The PIN code is currently in use. Create the session with a different PIN code.

Other exceptions

Error code	Error message	Exception	Suggested action
`2001`	`1` JWT token is invalid.`2` JWT token has no permissions.`3` JWT token has expired.`4` JWT token access error.`5` Internal token error.	`TOKEN_INVALID`	The token is invalid or expired. Verify the token's permissions, signature, and expiry.
`9999`	`1` Service error occurred.`2` API request rate limit, try again later.`3` Session error occurred.`4` Session error occurred, try again later.	`UNDEFINED`	This error is caused by a Zoom service issue. Retry later, and if the issue persists, contact Zoom Support.