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Participant gets M300 error when trying to login to a session

Description

Participant gets presented with M300 error when trying to access a session with the link provided.


Problem

Participant is not able to log into the session and gets one of the following error screens.

  1. "You opened a session on a new tab"
  2. "An error has occurred when opening the room"


Cause

Depending on the error screen received, there are two different causes:

  1. "You opened a session on a new tab"→ user tried to open a room in more than one tab at a time; it is not possible to enter the same room with the same credentials from two browsers/devices/tabs, due to security reasons
    • If you log-in and try to access a room from two different tabs, the first page will display the mentioned error while the second one will remain connected to the session.
      • i.e., you open a room on a mobile and then enter it on a PC, the mobile will go M300
  2. "An error has occurred when opening the room"→ user has connection issues
    • If the user is experiencing connectivity problems or has restricted internet access, they'll go M300
      • i.e., users connecting from China or from a restricted corporate network may experience issues


Solution

Depending on the error screen received, there are two different solutions:

  1. "You opened a session on a new tab"
    • Make sure the account is not in use on any other tab/browser/device; if it is, disconnect from the session all devices but the one you want to use (by closing the room tab or logging out of the platform)
      • If the one you want to use is showing the M300, click back arrow; it will log that tab back into the session and will kick out with an M300 all the other browsers.
      • Note: refreshing the browser will only reload the error link and the error message will persist.
  2. "An error has occurred when opening the room"


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