For HipChat Server users, video calling using HipChat for Windows 4.0 fails with "Failed to connect to AddLive service most likely due to Internet outage or firewall blocking HTTP communication"

Summary

When attempting to make 1-1 video calls in Windows 4.0 client connected to HipChat Server, it failed.

Environment

• Windows client v4.0.1614 on Windows 7 connecting to HipChat Server 1.3.7
• Windows client v4.0.1610 on Windows 7 connecting to HipChat Server 1.3.7
• Windows client v4.0.1610 on Windows 7 connecting to HipChat Server 1.2.8

Steps to Reproduce

Press the video button in 1-1 chat and you'll get this error:

Expected Results

Video calls go through and user can video chat successfully

Actual Results

Every video calls attempt failed with the error above.

Workaround

Roll back to Windows Client 2.2.x by uninstalling Windows Client 4.0 and download Windows client v2.2.1397 from here.

Notes

• Looking through AddLive API code 2012 means it indicates that there was an error connecting to the AddLive servers when the SDK tries to resolve which streamer to be used by the for this particular connection. In most cases it means that the user has no Internet connectivity. In an edge case it may also indicate that firewall device on the network does not allow communication with one of AddLive services.
• Verified it's not network issue and no firewall in place.
• Any video call attempt from Windows 4.0 to another clients failed with this error code
• Web client call to Windows 4.0 does not work - the call window is stucked with e.g. "Calling Thomas"
• The following is seen in HipChat Server /var/log/hipchat/tetra.err.log:

  2015-12-08T07:11:21.641609+00:00 hipchat tetra-app-0: [] ERROR: Unknown AddLive event: join
  2015-12-08T07:11:21.642196+00:00 hipchat tetra-app-0: [] ERROR: Call message would have failed with: StanzaError with condition 'bad-request': Invalid call event: join