This article will tell you:
- What network issues may occur and what do the network error messages mean
- What can you do in this case
- What data will be needed to fully diagnose this problem and how to gather such data
Reconnecting and other network error messages in your LiveChat app
If you’ve ever encountered a “Trying to connect” alert in the LiveChat Agent App, you may have wondered why it appeared. After all, if you can access other websites and apps without difficulty, it seems like the problem must be with LiveChat. However, this notification typically appears when there is an issue with your internet connection.
Fortunately, our support team is available to assist you in identifying the precise cause of the problem and determining the appropriate solution. In this article, we’ll explore the reasons behind this mysterious alert and provide guidance on how to collect data that can aid in the diagnosis process.
How network issues may look like?
Network issues are usually accompanied by a notification “Trying to connect” displayed on a yellow bar at the top of the LiveChat application.
When you receive the notification that says “Trying to connect,” it means that our application is attempting to re-establish a connection between your device and our servers. Our team works hard to maintain a 99.99% uptime, but there may be rare instances where you experience connectivity issues.
To ensure the best performance, we schedule regular server restarts to keep everything running smoothly. During these restarts, you may see the “Trying to connect” message appear, but it should only last for a short period of time. This message should not interfere with any ongoing chats, and it’s usually nothing to be concerned about.
However, if you see the message persist for longer than a minute or two, please collect data and provide it to us so we can diagnose the issue. Rest assured that we are here to help you with this process.
In summary, receiving the “Trying to connect” message is not uncommon, and it usually indicates a temporary issue that should resolve quickly. If the message persists, we’re here to assist you in troubleshooting the issue.
Besides the “Trying to connect” message, it may also happen that your Web application or Desktop app is not loading entirely.
In the case of a web application, you may see a blank page or loading animation.
The desktop app can get stuck on a loading animation and show the “Oops! Something went wrong” message instead of the app’s content.
If you tried to reinstall the application or a private/incognito mode in a browser, and it didn’t work - it also points to issues with the Internet connection.
How to collect the necessary data?
1. Open a Command Prompt in your Windows or Terminal on your MacOS.
To open the terminal on your Mac, use a combination of cmd + space on your keyboard and search for Terminal application.
To open the command prompt press the Windows button + S on your keyboard and search for cmd.
2. Copy one of the commands listed below. Pick the one related to your system (either Windows or MacOS), and paste it into the command prompt/terminal:
echo Started collecting diagnostics data, please do not close this window. && ((ping my.livechatinc.com -n 32 && ping cdn.livechatinc.com -n 32 && ping secure.livechatinc.com -n 32 && ping api.livechatinc.com -n 32 && tracert my.livechatinc.com && tracert cdn.livechatinc.com && tracert secure.livechatinc.com && tracert secure-lc.livechatinc.com && tracert api.livechatinc.com && nslookup my.livechatinc.com && nslookup cdn.livechatinc.com && nslookup secure.livechatinc.com && nslookup api.livechatinc.com) >> network.txt) && echo Finished collecting data, please send the network.txt file to our support team. You can find it in %CD%
echo "Started collecting diagnostics data, please do not close this window." && (ping -c 32 my.livechatinc.com && ping -c 32 cdn.livechatinc.com && ping -c 32 secure.livechatinc.com && ping -c 32 api.livechatinc.com && traceroute my.livechatinc.com && traceroute cdn.livechatinc.com && traceroute secure.livechatinc.com && traceroute secure-lc.livechatinc.com && traceroute api.livechatinc.com && host my.livechatinc.com && host cdn.livechatinc.com && host secure.livechatinc.com && host api.livechatinc.com) >> network.txt && echo "Finished collecting data, please send the network.txt file to our support team. You can find it in $(pwd)"
3. Finish by pressing Enter key on your keyboard. System will start gathering your network data for a few minutes. Please don’t close the command prompt window until it displays a message:
“Finished collecting data, please send the network.txt file to our support team. You can find it in XYZ”
The XYZ will be replaced by the name of a folder where the network data has been saved. It should be saved as a txt. file called “network”. Send the file to firstname.lastname@example.org or upload it on a support chat.