I'm getting reports from one user in particular where she is occasionally getting the message, "The connection to the chat server is lost. Not connected yet!".  We haven't seen this with other users, and it seems to happen at seemingly random times.  It's not frequent, but it's happened a couple of times.

 

What types of network events might cause this?  What types of things should I be looking for that might result in this type of message?  I suspect that the problem is with her machine and not the software, but I'm not even sure where to begin looking.  Any suggestions on tracking down what might be causing this message in Live Support?

 

Thank you in advance for your assistance!

Our operators are reporting this error too. Usually after an hour or two. It seems to happen to me more when the client is minimized than if it is left open.  What can we do to help get this resolved?

-m

>>What types of network events might cause this? 

 

This error will happen when the operator UI suddently lost connection to the remove server. When this happens, please ask your operator go to "options" and click "connect" button.

 

 

The connect button does not reconnect. The operator has to exit the console application and restart it to restore the connection.

tutor-usa:

I also have this problem -- when I'm actually able to get into the chat service.  

 

I just checked your web.config file. You didn't include the connection string for live support.