# Please improve support and communication with customers

**URL:** <https://openvidu.discourse.group/t/please-improve-support-and-communication-with-customers/4493>\
**Category:** Site Feedback\
**Created:** [March 20, 2023, 12:14pm UTC](https://openvidu.discourse.group/t/please-improve-support-and-communication-with-customers/4493 "2023-03-20T12:14:05Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![plorenz-etes](https://avatars.discourse-cdn.com/v4/letter/p/8e8cbc/32.png) [@plorenz-etes](https://openvidu.discourse.group/u/plorenz-etes)\
**Post date:** [March 20, 2023, 12:14pm UTC](https://openvidu.discourse.group/t/please-improve-support-and-communication-with-customers/4493/1 "2023-03-20T12:14:05Z")

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We are an OpenVidu Enterprise customer and we experience multiple issues with OpenVidu right now.  
Unfortunately, communication is really not good at this time. We have reported an issue on GitHub in November and never received an answer:

> <https://github.com/OpenVidu/openvidu/issues/764>
>
> \<!--
> IMPORTANT!!! IMPORTANT!!! IMPORTANT!!! IMPORTANT!!!
> YOU SHOULD NEVER DELE…TE THE CONTENT OF THIS TEMPLATE WHEN OPENING AN ISSUE. IF YOUR QUESTION DOES NOT FIT THE TEMPLATE THEN IT MOST PROBABLY BELONGS TO OPENVIDU FORUM (https://openvidu.discourse.group/)
> 
> Hi! First of all, welcome to OpenVidu issue tracker. Please, carefully read the two points below before opening a new issue:
> 
> 1. Is your question really a bug? In other words: did you actually get an unexpected behavior from OpenVidu platform? If you are not sure about the answer or you just want support for a particular use case, you can post a new question in our official Discourse Forum (https://openvidu.discourse.group/). OpenVidu community or a team's member will reply ASAP.
> 
> 2. If your question is undoubtedly a bug, check that there's no other issue (opened or closed) talking about it. Your question may have already been answered! If you cannot find anything useful, please fill the report below.
> \--\>
> 
> \*\*Describe the bug\*\*
> We have published our self-developed OpenVidu app which now includes the OpenVidu virtual background feature.
> However, many customers reported that the virtual background wouldn't work. After some investigation, we could actually find out that OpenVidu rejects downloading the \`/openvidu/virtual-background/openvidu-virtual-background.js\` file with HTTP error 403 (forbidden).
> 
> \*\*Expected behavior\*\*
> When activating the virtual background, the mentioned JS file should be downloaded and the background should initialize.
> 
> \*\*Wrong current behavior\*\*
> Access to \`/openvidu/virtual-background/openvidu-virtual-background.js\` is blocked for most IPs. See below for a detailed investigation of the issue.
> 
> \*\*OpenVidu tutorial where to replicate the error\*\*
> 1. Set up an OpenVidu server using docker
> 2. Use one of the basic tutorials to create and join a session, but make sure that your IP address is not whitelisted for API access
> 3. Try applying the virtual background to your stream via dev tools
> 4. You should now receive a 403 error and the virtual background does not start showing
> 
> Important: This is not reproducible with demo.openvidu.io, although I'm not quite sure why (maybe this works without openvidu-proxy).
> 
> \*\*OpenVidu deployment info\*\*
> \- Docker container as explained in OpenVidu tutorials
> 
> \*\*Client device info (if applicable)\*\*
> This issue affects any client device.
> 
> \*\*Screenshots\*\*
> This is a screenshot of a customer who was affected by this issue. Please note: while our customer couldn't even open the shown URL manually in her browser, we could access it because our IPs are whitelisted for API access:
> 
> !\[Screenshot\_20221118\_172237\](https://user-images.githubusercontent.com/43336309/202752887-771bef0c-59cf-4d54-8239-1e1cd970b961.png)
> 
> \*\*Additional context\*\*
> We found out that \`openvidu-proxy\` contains the nginx config \`default\_nginx\_conf/global/pro/new\_api\_pro.conf\`. There, the following location is defined:
> 
> \`\`\`
> location /openvidu/virtual-background {
> {rules\_acess\_api}
> deny all;
> proxy\_pass http://openviduserver;
> }
> \`\`\`
> 
> This basically means that only IP addresses with API access are allowed to receive content from \`/openvidu/virtual-background\`. In my opinion, this block should be replaced with:
> 
> \`\`\`
> location /openvidu/virtual-background {
> allow all;
> proxy\_pass http://openviduserver;
> }
> \`\`\`

Also we have sent multiple emails to the OpenVidu Pro support email address and never received an answer even though the issue is quite urgent.  
As there is no phone number, we also can’t call anyone to report communication issues.

So since we pay hundreds of Euros for OpenVidu each month, please improve your communication towards paying customers.

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**Author:** ![trantako](https://yyz2.discourse-cdn.com/free1/user_avatar/openvidu.discourse.group/trantako/32/1785_2.png) [@trantako](https://openvidu.discourse.group/u/trantako)\
**Post date:** [March 21, 2023, 7:29am UTC](https://openvidu.discourse.group/t/please-improve-support-and-communication-with-customers/4493/2 "2023-03-21T07:29:35Z")

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We’ve had similar experiences lately, unfortunately.

Guys, developing new features is important and fun, but don’t forget to treat well your paying customers.

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**Author:** ![pabloFuente](https://yyz2.discourse-cdn.com/free1/user_avatar/openvidu.discourse.group/pablofuente/32/2536_2.png) [@pabloFuente](https://openvidu.discourse.group/u/pabloFuente)\
**Post date:** [March 21, 2023, 10:18am UTC](https://openvidu.discourse.group/t/please-improve-support-and-communication-with-customers/4493/3 "2023-03-21T10:18:47Z")

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Hello @plorenz-etes,

Of course customer support is very important, and we take it very seriously. The best way to get support if the issue does not include personal data is right here at this forum. Making doubts public will mantain a well-informed community and will help other developers find solutions if the face similar issues.

That being said, I’m afraid I cannot find any recent email in our inboxes related to nginx and virtual background (I’ve searched from September 2022 up to right now). It is possible it has been blocked or sent to spam. We will resume the discussion about the prblem in the GitHub Issues page.

@trantako We’ve been busy with release 2.26.0, but we will answer your last email ASAP.

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**Author:** ![plorenz-etes](https://avatars.discourse-cdn.com/v4/letter/p/8e8cbc/32.png) [@plorenz-etes](https://openvidu.discourse.group/u/plorenz-etes)\
**Post date:** [March 21, 2023, 11:14am UTC](https://openvidu.discourse.group/t/please-improve-support-and-communication-with-customers/4493/4 "2023-03-21T11:14:06Z")

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Hello @pabloFuente ,  
thank you for your reply and the immediate response on GitHub.  
The emails we’ve sent were regarding another issue, but I’ll post it in this forum then.

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**Author:** ![trantako](https://yyz2.discourse-cdn.com/free1/user_avatar/openvidu.discourse.group/trantako/32/1785_2.png) [@trantako](https://openvidu.discourse.group/u/trantako)\
**Post date:** [March 21, 2023, 11:21am UTC](https://openvidu.discourse.group/t/please-improve-support-and-communication-with-customers/4493/5 "2023-03-21T11:21:06Z")

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Thank you @pabloFuente, we now have the information we asked for.