"Sorry, we cannot connect to server" message

[ICNC Admin]

Hey all, 

We've had a number of students in our Open Edx class report that they get an error message when they try to join BBB. Some of these students have tested their Internet and definitely have fast enough Internet to run BBB, according to the specifications we found on the BBB website. One of the students tested the BBB demo site and had no problems accessing it, but still couldn't join our BBB video chat. Any advice on this matter would be helpful. 

Here is a screenshot of the error they're seeing: 

[Chad Pilkey]

It looks like the client is getting part-way through the connecting process and is getting stuck.A misconfigured or malfunctioning server would show this if the client couldn't validate the user's credentials. It would be really strange if this was the case here though because you say that some can connect and some cannot. Is it always the same students that can't connect? Have you made any configuration changes to the server or is it a stock install? Could you please paste in the output from "bbb-conf --check".

[ICNC Admin]

I've attached our document that has the bbb-conf-check output. 

[Chad Pilkey]

The --check output looks normal.

What about the other questions. Is it always the same students that can't connect? Have you made any configuration changes to the server or is it a stock install?

I'm just wondering if there's anything in common between the ones that can't connect.

[ICNC Admin]

It has been the same students. We didn't make any configuration changes at all. Because we're running this through Open Edx, it is an X block. 

[ICNC Admin]

To give you some more information, the students who have been using this video have been in countries all over the world, however many of the ones who have had difficulties with it have been in countries with typically good Internet, such as the US and Switzerland. 

[Chad Pilkey]

I doubt it's a bandwidth issue. Other than downloading the client files there's nothing to really do on client load. The strange thing is that it's the same users and therefore the same computers/browsers that have an issue connecting to your server, but they can seemingly connect to our demo server fine. I was thinking something like blocking cookies or popups or something like that.

I've never used LTI with BBB or edX so I'm not very familiar with it, but maybe the issue is with how the resource is loading. It looks like there's a configuration option for "launch target", are you using the "new window" option? I see in the image in the first post that there's the text "LTI CONSUMER (EXTERNAL RESOURCE)" above the client. I think that might mean that the client page is being loaded in an iframe instead of directly and might be getting tripped up by some sort of browser security.