Video is enabled in private conversations and disabled in rooms
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Problem
The video chat button is visible in private conversations but not in rooms, although the video feature is enabled.
Diagnosis
The video preferences can be set by admins in Settings > Video. These settings are stored in the following Redis keys:
feature.web_client_video_chat
feature.web_client_enso_video
feature.web_client_enso_group_video
feature.video
feature.web_client_enso_room_videoWhen this issue is occurring, feature.web_client_enso_room_video will be set to 0 while all the other keys are set to 1.
Cause
This issue may happen at the initial setup of Hipchat Data Center.
As of Jan 17 2018, we've only seen it happening once in a fresh Data Center install and we do not understand its root cause.
Workaround
- Disable and enable video
- Hard refresh the web client or logout/login from the desktop client