On mobile devices, each time a use switches 1 sometimes 2 pages, the chat shows a message stating "An Error Has Occurred".
The debug log only shows "failed to join chat".
Any help is greatly appreciated.
Can you provide the following info?
- OS (android, ios, etc, and version)
- Web browser and version
- Chat config object used when initiating the chat
It primarily happens on IOS, Safari. It happens less often on Chrome - more like 2 or 3 page changes then the connection drops. We are using the embedded chat.
After a bit more testing its happening on Desktops as well.
I believe what you are experiencing is when a tab goes to sleep or is backgrounded, it stops requesting reconnect tokens because javascript execution stops. When you ultimately come back to the tab, the reconnect token the widget has is expired. The widget still tries to connect to the room with an expired token and that is why you get a message that says "failed to join room".
Ultimately, the widget will show a better error message in the UI that says "Session Expired" and end the conversation.
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.