Source-Nexus INITIALIZATION_FAILED message

This article contains troubleshooting information

Error
Error: Failed to get stream:
INITIALIZATION_FAILED

Source-Nexus | Gateway | All Operating Systems

Description

When users try to start a Soure-Nexus Gateway session, they receive the following error message and are unable to start a new session.

Cause

There might be two underlying causes:

• You have not granted your browser camera or microphone permissions.
• A firewall related issue on your network is blocking Source-Nexus Gateway from starting.

Actions

If you suspect this is a camera or microphone permissions issue, read through the following article: https://support.source-elements.com/source-nexus-gateway-user-guide/allowing-your-browser-access-to-your-camera-and-microphone.

If this might be a network restriction problem, run through the options below instead:

• Disable any Anti-Virus tools you may be running, or local firewall applications: at least for testing.
• In rare cases, this error may also indicate an outbound port blocking issue on the other side of the connection.
• If you are on a VPN or a firewall-restricted network, you might need to whitelist the Source-Nexus services IPs. If this is your situation, please contact our support team and ask for the whitelisting document for Source-Nexus.

Still having trouble? Run the following WebRTC troubleshooter to troubleshoot and diagnose your system. Contact our Support team and send them the detailed version of the report if there are any red or yellow issues when the diagnostics test is complete.