# 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. ```javascript 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.`7` Request to the server timed out after 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` | `1` Network request to backend failed after multiple attempts. `2` Network request to backend timed out. | `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](/docs/cobrowse-sdk/support/#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. | | `1003` | Session does not exist or has ended. | `SESSION_NOT_FOUND` | Session does not exist or has ended. | | `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)](/docs/cobrowse-sdk/features/#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. |