Why does my dashboard keep disconnecting?

If your tawk.to dashboard keeps disconnecting, the issue is most likely happening because your WebSocket has lost its connection.

In this article, you will learn the following:

  • What is a WebSocket?
  • How WebSocket functions vs. a standard HTTP connection
  • Common reasons for lost WebSocket connections
  • Our suggested solutions for fixing a disconnected WebSocket

What is a WebSocket?

WebSocket is a communication protocol that allows simultaneous two-way communication between a client and server. Once there is an established connection between the server and the client, a WebSocket will enable data (in the form of messages) to flow from the client to the server (and vice versa) in real-time. WebSocket is commonly used in creating real-time applications, including chat rooms, online games, and IoT programs (Internet of Things).

Websocket vs. HTTP connection

Most standard websites use an HTTP protocol in which the client sends a request to the server and the server sends back a response. For example, when you search for a website using Google Chrome, your browser makes an HTTP request for an HTML file and then presents it as a web page.

While WebSockets use single persistent connections, an HTTP server cannot initiate a message transfer to a client. It can only respond to a request created by a client.

Common causes why a WebSocket disconnects

WebSocket disconnection can occur for a variety of reasons:

  • Lost internet connection: If you are disconnected from the internet, your dashboard will also disconnect.

  • Inactivity/Search Engine Timeout: Search engines usually have a timeout limit. The browser will automatically break the connection if there is no network traffic between the server and the client.

  • Blocked Connection: Ad/cookie blockers, browser extensions, antivirus/firewall software, and proxy/VPN connections can cause blocked connections.

How to fix a disconnected WebSocket

1. Make sure your device is connected to the internet and your connection is stable.

2. Refresh your browser. You can use the refresh button on the browser's toolbar to reload your current page.

3. Clear your web browser's cache and cookies. The cache may contain outdated information that causes issues with the website.

4. Reset your router/internet connection. A simple restart of the router may resolve your connection issues.

5. Disable your browser extensions one by one and try connecting to the dashboard again. This way, you will find out which extension may be causing the issue. For some extensions, you can configure which domains to block or allow. Make sure to list tawk.to under the allowed domains.

6. Temporarily turn off all antivirus and/or firewall software. If you have a firewall enabled on your device, it could block the connection.

7. Check your proxy or VPN connection. If the proxy/VPN is currently active, turn it off in the settings and reload your dashboard.

8. Try connecting to a new web browser (Google Chrome, Mozilla Firefox, Safari, Opera, etc.). If the issue persists, try using incognito mode.

9. If you're using a browser, try using the tawk.to app (Windows, macOS, iOS/Android)

If you have tried all of the suggested solutions and you're still experiencing the same issue, reach out to our support team by scheduling a call

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