Why do I receive the error: Chat is Disconnected?

Question

Why do I receive the error: Chat is Disconnected and a specific error message?

Answer

The error: Chat is Disconnected appears for various reasons. See the specific error messages and descriptions below.

Your chat account is open in another location.

The error: Your chat account is open in another location. Reconnect to make the session active can occur when one of the following events occurs.

When the chat agent is logged in to another location or browser

The browser where activity is detected is the active session while the error will appear on all other inactive sessions

Ensure you are not logged into multiple devices and not sharing logins, check your devices

A Zendesk Support agent is assumed into your account for troubleshooting purposes, agents see the error message while the account is assumed

Multiple chat sessions are open on the same browser

Refresh chat now or wait for the next reconnection attempt

The error: Refresh chat now or wait for the next reconnection attempt occurs with a network change or outage. The resolve this error, see the article: Troubleshooting your Chat connection.

You can also go to the Zendesk Status page and enter your subdomain to ensure your account is not impacted by a service outage.