Troubleshooting issues with your live chat connection

<p>This troubleshooting guide includes steps to troubleshoot and resolve common chat connection errors. Use this guide if you're experiencing one or more of the following issues:</p><ul>
<li data-list-item-id="e8110c9c59f9b31b107c2a8385da3d188">A gray <strong>X</strong> appear in my chat window with multiple different visitors</li>
<li data-list-item-id="e7c9540315b085fd3308e7aea69bdc3f0">A disconnect error message, such as the following:<ul>
<li class="wysiwyg-list-bold" data-list-item-id="ec43be55f8290c8c5363bdff7271902c1"><strong>Disconnected, attempting to reconnect</strong></li>
<li class="wysiwyg-list-bold" data-list-item-id="e7b01792b153aac76fb1111f1c412ac2c"><strong>Disconnected. Please refresh dashboard</strong></li>
</ul>
</li>
<li data-list-item-id="ec78862898569e9d25974042f54551da0">Delays in the Chat dashboard functionality or the dashboard is unresponsive</li>
<li data-list-item-id="e224a4f062158a0d122db616b73e1fe7b">Messages are duplicated due to disconnects</li>
<li data-list-item-id="eeacf2a3d67ee3a979e624ba37aa319a3">Chats are regularly unassigned even when you have chat routing configured</li>
</ul><div class="p"><div class="note">
<span class="notetitle">Note:</span> Zendesk Chat is designed to automatically reconnect after a disconnection. Reconnections typically take a few seconds.</div></div><p>Follow the steps below to resolve issues with your live chat connection:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01HTD2GXCAEG6J1JZ9J2K55VA1">Step 1: Determine if there is an issue with your web browser</h3></div><div class="panel">
<ol>
<li data-list-item-id="eb13bb41b796108da8f619405c0d5d9de">
<a href="https://support.zendesk.com/hc/en-us/articles/4408823836314-How-to-clear-cache-and-cookies" target="_blank" rel="noopener noreferrer">Clear your cache and cookies</a>. Clearing your browsing data can resolve formatting or loading issues.</li>
<li data-list-item-id="e6c458b2129417663a83f751f852dac16">Log into your account in a private browsing window, incognito window, and different web browsers. If you have success in a different web browser or private browsing window, your issue is most likely due to a browser extension or setting.</li>
<li data-list-item-id="ea245fba013e1a95f19bbceede8439e69">Remove extensions or restore default browser settings that may block your ability to chat with customers.</li>
<li data-list-item-id="e2e41508c2225caacf5e5040abe2bc679">Restart your web browser or computer. Issues with Chat can be caused by a local-storage issue, low browser memory, or an outdated browser.</li>
</ol>
<p>For more information, see this article: <a href="https://support.zendesk.com/hc/en-us/articles/4408893306010-Zendesk-Support-system-requirements" target="_blank" rel="noopener noreferrer">Zendesk Support system requirements</a>.</p>
</div><div class="accordion"><h3 id="h_01HTD2GRVRR9VYJRTBQVDVD8FJ">Step 2: Check for connection blockers</h3></div><div class="panel"><div>
<p>Security restrictions or network settings can sometimes cause trouble with your connection. Reach out to an admin or IT person to determine if any of the following restrictions apply to your account:</p>
<ol>
<li data-list-item-id="e54f709d3ab321ab521f945cf4aa5dd9e">Switch to a different network to see if you experience the same issue. Testing from a different network is the simplest way to identify if there is an issue with your local network.</li>
<li data-list-item-id="e35d0e3aeb6e8ea081302873a06a7b0ce">Ask your team if a VPN is being used. If so, do you experience your issue off of the VPN?</li>
<li data-list-item-id="e35dfec302e10a130e3f2021865aada7d">Do you have a firewall or any anti-virus software blocking traffic to your site or ability to chat? If so, does the issue still occur when you temporarily disable these features? Read our recommendations for <a href="https://support.zendesk.com/hc/en-us/articles/4408842860186-Configuring-your-firewall-for-use-with-Zendesk" target="_blank" rel="noopener noreferrer">configuring your firewall for use with Zendesk</a> and public IP addresses.</li>
</ol>
<p>For more information, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408825845146-How-do-I-configure-my-network-for-Chat-" target="_blank" rel="noopener noreferrer">How to configure your network for Zendesk Chat</a></p>
</div></div><div class="accordion"><h3 id="h_01HTD2GJKM4MQG0E8XTEB1Q1D7">Step 3: Check for Visitor issues</h3></div><div class="panel"><div>
<p>If you are having trouble with specific visitors disconnecting with your agents, check for the following issues.</p>
<p id="h_01HTD2GBGH0EWY23FBDXH380XY"><strong>The web browser of visitors</strong></p>
<p>An issue with the browser of a visitor can result in a visitor disappearing from the visitor list. Determine if the agent is experiencing chat issues with multiple visitors, or with a specific visitor, IP address, or company. Often this issue can be resolved by the end user. Ask the visitor to perform similar troubleshooting steps detailed in step one as their web browser or mobile device is most likely the source of the issue. For more information, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408834409370-Zendesk-Chat-system-requirements#topic_zrq_hqv_m4b" target="_blank" rel="noopener noreferrer">Zendesk Chat system requirements</a>.</p>
<p id="h_01HY2DZ6KWRZBY7XBTZ14H057T"><strong>A high volume of visitors</strong></p>
<p>High traffic of visitors can be the cause of disconnects between visitors and agents. The high-load dashboard should be enabled to see if this feature alleviates the performance issues. For more information, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408821265178-Browsing-your-site-s-visitors-for-live-chat" target="_blank" rel="noopener noreferrer">Browsing your site's visitors for live chat</a>.</p>
</div></div><div class="accordion"><h3 id="h_01HTD2H5N0SECCYGF4J0G1GVFN">Step 4: Check your chat connection settings</h3></div><div class="panel"><div>
<p>Review your chat connection settings to determine the issue.</p>
<p>View the following metrics in your chat connection settings:</p>
<ul>
<li data-list-item-id="e49450028944ff634265d899cc84fb376">
<strong>Server</strong>: The Chat dashboard should connect to a server that is geographically closest to you.</li>
<li data-list-item-id="e62f1469bf83cf0037af7de9a48ed617f">
<strong>Connection Type</strong>: If this metric displays another value other than "Ws" (Websocket) you could have a firewall blocking your connection.</li>
<li data-list-item-id="e759d17e035aef2abfd98b20dcee7700f">
<strong>Status</strong>: You should see the option “connected.”</li>
<li data-list-item-id="eae6d474479e05d3dac25468361946e12">
<strong>Connection Quality</strong>: An indicator of the connection quality between your network and Zendesk Chat servers. The more filled in with black the line is, the better your connection. If the filled-in portion of the line is less than 50%, test your connection.</li>
<li data-list-item-id="ebae69918fc98a89709759d77b31f251f">
<strong>Connection Progress</strong>: The number "100" indicates that you are successfully connected and any value less than "100" indicates a connection issue.</li>
<li data-list-item-id="eb10b3d04f39bc3cfcbeb2295eeea3655">
<strong>Uptime</strong>: The amount of time (seconds/milliseconds) detected from your browser that Chat is connected over the total time of the session. If you were recently disconnected or have had breaks in the connection, the first number (time connected) will be lower than the second number (total session length).</li>
<li data-list-item-id="ec2a3a0a37d4dfd59d9a63030e0f6b374">
<strong>D/C Count</strong>: If the disconnection count (D/C Count) is higher than the Connected Count then you are most likely experiencing an issue with your Chat dashboard connection.</li>
<li data-list-item-id="e4af48e2ccde536ac662938b094fc257c">
<strong>Server Timeouts</strong>: Indicates the number of disconnections on the server end.</li>
</ul>
<p>The settings previously mentioned help determine the possible source of your chat connection issues. Report these issues to an account admin or an internal IT Team to further troubleshoot once you have narrowed down the source of the issue.</p>
<div class="p"><div class="note">
<span class="notetitle">Note:</span> If necessary, you can reset your connection by clicking on the <strong>Force reconnect</strong> button. Force reconnecting will disconnect any active chats.</div></div>
</div></div><div class="accordion"><h3 id="h_01HY2DSZ27W7PKPT8GQ62C2J49">Step 5: Contact Zendesk Customer Support</h3></div><div class="panel"><div>
<p>If you still experience issues after you complete the steps in this guide, contact Zendesk Customer Support and provide the following information:</p>
<ul>
<li data-list-item-id="ea6a60d48021c3222e8127c54cb864881">When did this issue first occur? How many times has it happened?</li>
<li data-list-item-id="e89783468043d364b6df5ed92c035fc69">How many agents are impacted? Which agents and visitors are involved?</li>
<li data-list-item-id="ea3b46c4987088faf7c89b32cdbe549ca">Determine if all of the agents on the same network (WiFi) or the same location (IP addresses).</li>
<li data-list-item-id="e4b1bdf46de9af0578991771190f7b559">Provide any relevant screenshots of the issue.</li>
<li data-list-item-id="e31c492635291962509cbb92b85baa394">
<p>Send a screenshot of your Chat Connection settings, <a href="https://dashboard.zopim.com/diagnostics/" target="_blank" rel="noopener noreferrer">Chat Dashboard diagnostics</a>, and support details immediately after the issue occurs.</p>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>

<h2 id="h_01KXDPPK81Q090SBDANADKHPBE">Why does a gray 'x' appear in my chat window? Why do I see a disconnect error message? Why is my inbox or Agent Workspace dashboard unresponsive? Why do chats regularly unassign?</h2>
<p>These issues indicate common live chat connection problems. Zendesk Chat automatically reconnects after a disconnection, which typically takes a few seconds. You can troubleshoot these issues by checking your web browser, network connection blockers, specific visitor browser issues, visitor traffic volume, and your chat connection settings.</p>

<h2 id="h_01KXDPPK81GBHMCCYW0WQ6JK3E">How do I clear browser issues blocking my chat? How do I fix an unresponsive inbox or Agent Workspace dashboard?</h2>
<p>You can determine if your web browser or inbox causes the connection issue. Follow these steps to resolve it:</p>
<ol>
<li>Clear your cache and cookies to resolve formatting or loading issues.</li>
<li>Log into your account or instance in a private browsing window, incognito window, and different web browsers. Success in a different browser indicates an issue with a browser extension or setting.</li>
<li>Remove extensions or restore default browser settings that block your ability to chat with customers or end users.</li>
<li>Restart your web browser or computer to clear local-storage issues, low browser memory, or an outdated browser.</li>
</ol>

<h2 id="h_01KXDPPK81XMX4YEC3THX8WFDD">How do I check for network connection blockers? Can a VPN block my chat connection? Can a firewall cause chat disconnects?</h2>
<p>Security restrictions or network settings cause trouble with your connection. Reach out to an admin, internal IT team, or IT person to check these restrictions:</p>
<ol>
<li>Switch to a different network to identify if there is an issue with your local network.</li>
<li>Ask your team if a VPN is being used and test if the issue occurs off of the VPN.</li>
<li>Determine if a firewall or anti-virus software blocks traffic to your site or your ability to chat by temporarily disabling these features.</li>
</ol>

<h2 id="h_01KXDPPK81777X2N0R7PNGPSRE">Why do specific visitors or customers keep disconnecting? Why do customers disappear from my visitor list?</h2>
<p>An issue with the web browser of a specific visitor, customer, or end user can cause them to disappear from the visitor list. Determine if the agent or assignee experiences issues with multiple visitors or with a specific visitor, IP address, or company or organization. Ask the visitor to clear their cache and cookies, use a private browsing window, remove extensions, or restart their web browser or mobile device.</p>

<h2 id="h_01KXDPPK81TA19F7HFSS0T4HVX">Can high traffic cause chat disconnects? How do I fix chat drops during high volume?</h2>
<p>High traffic or a high volume of visitors causes disconnects between visitors and agents or assignees. You can enable the high-load dashboard to see if this feature alleviates the performance issues.</p>

<h2 id="h_01KXDPPK81KYPYR63JYB58EXTS">How do I check my chat connection settings? What does the connection quality line mean in chat diagnostics? What does Ws mean in chat connection type?</h2>
<p>Review the metrics in your chat connection settings to determine the source of the issue:</p>
<ul>
<li>
<strong>Server</strong>: The inbox or Agent Workspace dashboard must connect to a server geographically closest to you.</li>
<li>
<strong>Connection Type</strong>: If this metric displays a value other than "Ws" (Websocket), a firewall might block your connection.</li>
<li>
<strong>Status</strong>: You must see the option "connected."</li>
<li>
<strong>Connection Quality</strong>: This line indicates the connection quality between your network and Zendesk Chat servers. Test your connection if the black filled-in portion of the line is less than 50%.</li>
<li>
<strong>Connection Progress</strong>: The number "100" indicates a successful connection, while any value less than "100" indicates a connection issue.</li>
<li>
<strong>Uptime</strong>: This metric tracks the time your browser connects over the total session length. Disconnections or breaks lower the first number.</li>
<li>
<strong>D/C Count</strong>: If the disconnection count is higher than the Connected Count, you experience an issue with your dashboard connection.</li>
<li>
<strong>Server Timeouts</strong>: This metric indicates the number of disconnections on the server end.</li>
</ul>

<h2 id="h_01KXDPPK81HNAFZ5V37RHBV2WJ">Can I reset my chat connection? What happens if I click Force reconnect?</h2>
<p>Yes, you can reset your connection by clicking on the <strong>Force reconnect</strong> button. Clicking this button disconnects any active chats.</p>

<h2 id="h_01KXDPPK81F3YSWXTW3NT2WG14">How do I contact Zendesk Customer Support for chat connection issues? What information should I provide to help desk support for chat disconnects?</h2>
<p>If you complete the troubleshooting steps and still experience issues, contact Zendesk Customer Support. Provide the following details:</p>
<ol>
<li>The time the issue first occurred and its frequency.</li>
<li>The number of impacted agents or assignees, and the specific agents and visitors involved.</li>
<li>Whether all impacted agents are on the same network or location.</li>
<li>Relevant screenshots of the issue, including a screenshot of your <strong>Chat Connection settings</strong>, <strong>Chat Dashboard diagnostics</strong>, and support details taken immediately after the issue occurs.</li>
</ol>

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