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 these events happens:

An agent signs in to another location or browser.

The browser where activity is detected is the active session. The error appears on all other inactive sessions.

Don't sign in to multiple devices and don't share logins. Check your devices.

A Zendesk Support agent assumes into your account for troubleshooting. 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. To resolve this error, see Troubleshooting your Chat connection.

Go to the Zendesk Status page and enter yoursubdomain to ensure the account is not impacted by a service outage.