If users see Error 3002–3005 (especially 3004) or "Media could not reach server (1020)", the issue is usually network quality, latency, packet loss, or blocked real-time traffic.
- Session loads slowly or hangs at join
- Random disconnects and auto-reconnect loops
- Audio/video drops after joining
- Errors shown in client: 3002, 3003, 3004, 3005, 1020
- 3002–3005: Connection instability between browser and BBB media services
- Common triggers: high RTT (ping), jitter, packet loss, unstable Wi-Fi, overloaded network
- 3004: Often seen when round-trip time is high enough to break real-time media quality
- 1020: Browser cannot reliably reach media path (firewall, proxy, VPN, or network filtering)
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Switch to a stable network
- Prefer wired connection or strong private Wi-Fi
- Avoid crowded/public Wi-Fi
- If possible, test using mobile hotspot
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Disable VPN / Proxy
- Turn off VPN, corporate proxy, or traffic filters
- Rejoin the room
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Reduce network load
- Stop downloads, cloud sync, streaming, and updates
- Close bandwidth-heavy browser tabs/apps
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Restart local network path
- Restart browser
- Refresh and rejoin meeting
- Power-cycle router (off 10–20 seconds, then on)
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Use supported browser setup
- Latest Chrome/Edge/Firefox
- Disable extensions that intercept traffic (privacy filters, script blockers)
- Open another BBB room or test room from same device/network
- Try same room from different network (hotspot)
- If hotspot works but office/home network fails, likely firewall/router policy issue
- Compare behavior with camera off vs on (video requires more stable upstream)
- Confirm no upstream packet loss/latency spikes on BBB host and user region paths
- Verify firewall/NAT rules allow BBB media traffic and are not statefully timing out UDP flows
- Check TURN/STUN reachability for users behind strict networks
- Review server load (CPU, bandwidth, active sessions) during incident windows
- Correlate logs/metrics with user-reported disconnect times to isolate network vs capacity bottleneck
- Download/Upload: at least 1–2 Mbps
- Latency: lower is better; persistent high RTT increases 3004 risk
- Packet loss: should be near zero for stable audio/video
Escalate to platform/admin support if:
- Multiple users across different networks report 3002–3005 at same time
- 1020 persists even after VPN off + hotspot test
- Disconnects correlate with server load peaks or regional routing issues
Include in your report:
- Error code(s)
- Time of issue (with timezone)
- User ISP/network type (home, office, mobile)
- Browser and OS
- Whether hotspot test changed result