Web Chat Fails to Initiate Sometimes

[KBN]

Background:

Salesforce is the base platform that is hosting the Form Assembly page within a Lightning component in a Lightning page. The page is loaded using secure parameters. The Form is actually presented within an iframe on the page. We are also using Purecloud Web Chat which is loaded onto the page via Google Tag Manager, which is loaded within the iframe.

Fault:

Web Chat sometimes fails to initialise and an error is observed in the browser console indicating a timeout (Uncaught (in promise) Error: Timed out after 10000ms trying to get time from https at jsapi-v1.js-async-cad67a8b.js:16).

Tracing the issue shows that Web Chat is initiating an additional (and in the case of Form Assembly pages, 2 additional) loads of the page. This is tracked back to the following code which is performing a page load in order to get the time from the Date response header:

$_mod_webchat.def("/get-origin-time$1.0.0/index", function(e, t, o, n, i) {
"use strict";
var r = window.location.origin;
o.exports = function() {
var e = arguments.length > 0 && void 0 !== arguments[0] ? arguments[0] : {}
, t = e.url
, o = e.method
, n = e.timeout;
return t = t || r,
o = o || "HEAD",
n = n || 1e4,
new Promise(function(e, i) {
var r = new XMLHttpRequest
, u = void 0;
n > 0 && (u = setTimeout(function() {
i(new Error("Timed out after " + n + "ms trying to get time from " + t))
}, n)),
r.onload = function() {
var t = this.getResponseHeader("Date");
u && clearTimeout(u),
e(t)
}
,
r.onerror = function(e) {
u && clearTimeout(u),
i(e)
}
,
r.open(o, t),
r.send()
}
)
}
});

There is a 10 second guard timer on this fetch, which when combined with 2 fetches each taking roughly 6 seconds is exceeded and Web Chat fails to initialise.

The following image of the network trace shows the problem. At the top is the load from GTM, and at the bottom you can see two additional loads of the whole page that happen sequentially, each taking just over 5 seconds, which is enough to cause the following error:

Questions:

1. For a workaround we would like to extend the 10 second timer to 20 seconds to better handle slow loads from the server. Is it possible, and how/where to do that?

2. We would like to understand why there has to be additional loads of the whole page, especially why two of them

Any thoughts?

Thanks.

[anon19111426]

Thanks for the detailed breakdown, it made this one really easy to dig into. This is a method that we needed to have an accurate timestamp even when the client cannot be trusted. We will look at increasing the timeout in the short term and I have a couple ideas of how we could substantially reduce the load time and avoid this all together.

[KBN]

Thanks for your respone and quick findings Mabry!

So, should we expect a fix in the next few days, week, or month?

Is it something that can be expidited for the reason that the issue is a roadblock in going live with a critical web chat based service for our customer?

Thanks.