Troubleshooting: How to resolve Network Error ?

March 2nd, 2018 | Troubleshooting FAQ

Issue

When I try logging into Agent Console to monitor and chat with my visitors, it tells me Network Error. What’s this error and how to fix it?

Live Chat Network Error

Cause

Network Error is caused by network connection related issues. It occurs when your connection to Comm100 chat server fails.

Solution

Please run Comm100 Connection Test Tool and check the status of your connection to Comm100:

  • If no connection failure is detected, please close Chat Console sign in page and try logging in again.

  • If any of the connection fails, please check with your webmaster and make sure that your proxy, firewall or other network settings are not blocking Comm100. After that, please re-run the test to check the connection.

  • If there is another network connection available, you can also try to switch to that one and check if the problem persists.

Network Diagnosis Tool

To further detect the network connection between you and your live chat server, you can download software WinMTR which is a Windows application combining the functionality of the traceroute and ping utilities in a single network diagnostic tool. Please perform the following steps to collect necessary data and send it to us.

  1. Click here to download the testing tool.
  2. Enter chatserver.comm100.com in Host and then click Start. If your live chat is on 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.
  3. Wait for about 5 minutes, then click Stop.
  4. Click Copy Text to clipboard and then send back the data to us.

Get in touch with our online chat support or drop an email to support@comm100.com.