This article outlines issues you might be experiencing that are caused by network errors, root causes of network issues, as well as potential solutions to these problems.
Problem
- When I try logging in to the Comm100 agent console to chat with my visitors, I receive a Network Error message.
- I am getting an error message saying We are not able to connect to the server when trying to log in to my agent console.
- When I send a message, there is a delay before it shows on the visitor side. Also, visitor responses are not showing up instantly.
- When logged into the agent console, I see the message: Internet connection is unstable or unavailable. Please check your Internet connection.
Cause
All the above-mentioned errors are related to your network connection or Comm100’s servers. Here are the potential causes of these issues:
- Network error: Network error is caused by network connection-related issues. It occurs when your connection to Comm100’s chat server fails.
- Inactive server: Caused when you have failed to get a response from Comm100’s chat server.
- Latency: This could happen when your connection is slow or unstable.
- Unexpected error: You might see this error if the network you are connected to is unstable.
Solution
- Check if your internet connection is working. Check the VPN or proxy network if you are connected to any. If no connection failure is detected, close the Chat Console sign-in page and try logging in again.
- Try from another network (LAN/WLAN/VPN/Mobile network).
If the above solutions do not work, further troubleshooting is required. Contact us with the following diagnosis.
MTR:
you will have to test the connection between you and the Comm100 live chat server you are trying to connect to. You can download the software program WinMTR which is a Windows application combining the functionality of traceroute and ping utilities in a single network diagnostic tool.
Perform the following steps to collect the data Comm100 needs to diagnose the issue:
- Click here to download the testing tool.
- Enter chatserver.comm100.com in Host and then click Start. If your live chat is on a private server, please enter your domain name instead. For example, if your live chat server address is livechat.yourcompany.com, please enter this address in the Host.
- Wait about 5 minutes, then click Stop.
- Click Copy Text to clipboard and then send back the data to us.
Agent Console Dumpfile:
- In the Agent Console, click on the Question Mark ( ? ) and then click Diagnose.
- Click OK when you get the prompt.
- Save the TXT file and send it to us.
HAR data:
- Open the Developer tool by pressing F12 if you are on the browser. For desktop, press Shift + Ctrl + I.
- Click the Network tab.
- Select Preserve log.
Make sure the circle at the top-left of the Network tab is red. - Refresh the page and reproduce the problem.
- After you have successfully reproduced the issue, right-click on any row of the network activity panel and select Save as HAR with Content.
- Send the file to us.
To learn more about creating HAR files in different browsers, see this article.