Error messaging

Context

Error messages have been used since the beginning of the internet. Error messages are used to communicate to the user of the product if something went wrong, e.g. the connection timed out or an internal server error happened.

Problem

Often errors are perceived by users as technical and complex. Most of the error messages lack actionable, explanatory and specific information. Therefore, the user often does not know how to act and this could lead to demotivation. 

Solution

At Whisbi we made the first step to more specific error messages within the Engage solution, so that camera operators, presenters, moderators and spectators better understand what to expect. 

We combine the below use cases with standard HTTP Status codes for API responses to identify what error occurs. 

Uses cases from API

  1. Retrieving your list of channels (get-channels)
  2. Starting a broadcast (create-session)
  3. Retrieving real-time session data (get-session)
  4. Keeping the session alive (keep-alive)
  5. Ending a broadcast (finish-session)
  6. Testing your bandwidth (bandwidth)
  7. Checking your streaming application (wowza-application)

Error codes

The error codes below are standard HTTP Status codes for API responses used in web and mobile applications. 

HTTP responseDefinition
400Bad request
403Forbidden
404Not found
409Conflict
500Internal server error
502Bad Gateway

Workflow

1. The user enters the Broadcast Android application

2. The user stumbles upon an error

3. The user receives an error, see the example below:

Note: Make a screenshot of this screen, so that you can attach it to the e-mail. This will help us better understand when and what happened.

4. If the error is blocking the service (e.g. not being able to end or start a broadcast), we give you the opportunity to directly email our Support team (support@whisbi.com). See the example below:

5. We pre-fill the e-mail address and the HTTP status code so that our Support team can better identify what error occurred to be able to take an action.

List of error messages in Broadcast Android app

API callTitleDescriptionCTA 1CTA 2System action
get-sessionUnable to load your session data!Please check your connection. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 400Dismiss
get-sessionUnable to load your session data!Please check your connection. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 403Dismiss
get-sessionUnable to continue your broadcast!We stopped your broadcast to prevent any further issues. Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 404DismissMail WhisbiEnd Broadcast
get-sessionUnable to continue your broadcast!We stopped your broadcast to prevent any further issues. Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 409DismissMail WhisbiEnd Broadcast
get-sessionUnable to load your session data!An internal server error occurred. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 500Dismiss
get-sessionUnable to load your session data!An internal server error occurred. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 502Dismiss
keep-aliveOops.. Something went wrongReach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 400Dismiss
keep-aliveOops.. Something went wrongReach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 403Dismiss
keep-aliveUnable to continue your broadcast!We stopped your broadcast to prevent any further issues. Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 404DismissMail WhisbiEnd Broadcast
keep-aliveUnable to continue your broadcast!We stopped your broadcast to prevent any further issues. Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 409DismissMail WhisbiEnd Broadcast
keep-aliveOops.. Something went wrongAn internal server error occurred. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 500Dismiss
get-channelsUnable to load your channels!Please close the app, sign in and try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 400DismissMail Whisbi
get-channelsUnable to load your channels!Please close the app, sign in and try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 403DismissMail Whisbi
get-channelsUnable to load your channels!Please close the app, sign in and try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 404DismissMail Whisbi
get-channelsUnable to load your channels!Please close the app, sign in and try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 409DismissMail Whisbi
get-channelsUnable to load your channels!Please close the app, sign in and try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 500DismissMail Whisbi
create-sessionUnable to recover or start 
your broadcast session!Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 400DismissMail Whisbi
create-sessionUnable to recover or start 
your broadcast session!Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 403DismissMail Whisbi
create-sessionUnable to recover or start 
your broadcast session!We are seeing technical issues in the service. Take a screenshot of this error 
and e-mail it to Support (support@whisbi.com).
 We’ll contact you after we receive your email. HTTP status code: 404DismissMail Whisbi
create-sessionUnable to recover or start 
your broadcast session!Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 409DismissMail Whisbi
create-sessionUnable to recover or start 
your broadcast session!Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 500DismissMail Whisbi
finish-sessionUnable to end your session!Please try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 400Dismiss
finish-sessionUnable to end your session!Please try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 403Dismiss
finish-sessionUnable to end your session!Please try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 404Dismiss
finish-sessionUnable to end your session!Please try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 409Dismiss
finish-sessionUnable to end your session!Please try again. Reach out to Support (support@whisbi.com) if the error keeps on occurring. HTTP status code: 500Dismiss
bandwidthUnable to test your bandwidth!Please check your connection. Reach out to Support (support@whisbi.com) if the error keeps on occurring.Dismiss
wowza-applicationUnable to start your stream!Take a screenshot of this error and e-mail it to Support (support@whisbi.com). HTTP status code: 404DismissMail WhisbiEnd Broadcast