Frequently asked questions
The questions that come back most often, from all the documentations.
Troubleshooting The most common symptoms and what to do.
The chat does not appear
Probable cause: no View chat permission, or the widget is not placed
What to do: 4.3 and 4.4; permissions are not given at installation
What to do: 4.3 and 4.4; permissions are not given at installation
The widget is shown but not the writing area
Probable cause: the visitor is not logged in or does not have Post in chat
What to do: give the permission; otherwise the login message is normal
What to do: give the permission; otherwise the login message is normal
Messages only arrive after a reload
Probable cause: real time is cut
What to do: look at the state (Connected / Disconnected); try the Polling transport; check that the cron and the web server accept long connections (SSE)
What to do: look at the state (Connected / Disconnected); try the Polling transport; check that the cron and the web server accept long connections (SSE)
Disconnected — click to reconnect keeps coming back
Probable cause: SSE streams are limited (3 per member) or the gateway cannot be reached
What to do: close the other tabs; check the gateway (Integrated Server > diagnostics, or
What to do: close the other tabs; check the gateway (Integrated Server > diagnostics, or
php cmd.php xs-rtc:websocket status)The server is slow with many members
Probable cause: each SSE stream takes a PHP process
What to do: switch to Polling, or to WebSocket/Managed Service
What to do: switch to Polling, or to WebSocket/Managed Service
WebSocket chosen, but the chat stays on SSE
Probable cause: Auto without a WebSocket URL, or a gateway that does not answer
What to do: fill in the URL, start the gateway
/healthWhat to do: fill in the URL, start the gateway
Members can no longer connect over WebSocket after a secret was changed
Probable cause: the external gateway keeps the old secret
What to do: Generate Node configuration, update the gateway, restart it
What to do: Generate Node configuration, update the gateway, restart it
Please wait N seconds before using this command again.
Probable cause: delay between two uses of the command
What to do: wait
What to do: wait
A member no longer sees a room
Probable cause: they are banned, or the permission of the room excludes them
What to do: Chat bans page, Room permissions
What to do: Chat bans page, Room permissions
Node.js "not available"
Probable cause: Node is missing or too old (below 18)
What to do: give the path in Node.js binary path, or use the Workerman engine
What to do: give the path in Node.js binary path, or use the Workerman engine
A / command is refused
Probable cause: no Use chat commands permission, or not the one of this command
What to do: 4.3 and 4.5
What to do: 4.3 and 4.5