Chat Conversation API is periodically disconnected
I'm building and operating a chat BOT service using the Chat Conversation API.
I've been experiencing a phenomenon where the connection to the Conversation API is disconnected all at once at 12:13 (JST) on 2/5, and then similar disconnections occur periodically every 1 to 2 weeks. The following is our program's log.
``''
[2020-02-05 12:13:07] Connection closed(1006 - Underlying connection closed)
...
[2020-02-21 10:41:22] Connection closed(1006 - Underlying connection closed)
...
[2020-02-28 13:33:37] Connection closed(1006 - Underlying connection closed)
...
[2020-03-06 13:53:01] Connection closed(1006 - Underlying connection closed)
...
[2020-03-13 14:11:03] Connection closed(1006 - Underlying connection closed)
``''
I have been monitoring the status of our server and have not found any network problems, so I think that something is wrong on the Zendesk server (Conversation API). Are there any possible causes?
Regards,
-
Hello 成茂. Connections can be dropped if no activity.
Related to connection maintenance, check out these two resources and see if they might apply to your situation:
2. How to unsubscribe the chatActivity?
Hope this information help!
-
Hi Bryan,
Thank you for your reply.
Our program sends {"sig": "PING", "payload": "Ping"} every 30 seconds. Here is more detailed logs.
[2020-02-21 10:23:29] got msg: {"sig":"PONG","payload":"Ping"}
[2020-02-21 10:23:59] got msg: {"sig":"PONG","payload":"Ping"}
[2020-02-21 10:24:29] got msg: {"sig":"PONG","payload":"Ping"}
[2020-02-21 10:41:22] Connection closed(1006 - Underlying connection closed)
...
[2020-02-28 13:15:46] got msg: {"sig":"PONG","payload":"Ping"}
[2020-02-28 13:16:16] got msg: {"sig":"PONG","payload":"Ping"}
[2020-02-28 13:16:46] got msg: {"sig":"PONG","payload":"Ping"}
[2020-02-28 13:33:37] Connection closed(1006 - Underlying connection closed)
...
[2020-03-06 13:35:04] got msg: {"sig":"PONG","payload":"Ping"}
[2020-03-06 13:35:34] got msg: {"sig":"PONG","payload":"Ping"}
[2020-03-06 13:36:04] got msg: {"sig":"PONG","payload":"Ping"}
[2020-03-06 13:53:01] Connection closed(1006 - Underlying connection closed)( Timezone=JST )
The PONG response to it is logged. But then, at the drop of a hat, there is suddenly no response, and a dozen minutes later, the socket appears to have been disconnected." EOS" is not received.
The program has been installed in the EC2 of AWS and is monitored by CloudWatch, but I did not see any network failure, etc., especially the server has fallen down.
Are there any possible causes?
-
Hello 成茂. There is no definitive reason given just this information. The usual suspects are in the Managing WebSocket article, but I know from looking at past tickets of yours, that article has been reviewed before.
Outside of your service's code somehow closing off the existing connection either with a startAgentSession creating a new connection or a stopAgentSession somehow being called mistakenly, this will probably require you to submit a ticket. We can then diagnose your specific account instance and possibly review your service's code. Apologies for not being more help here.
Side note: there is a developer focused Chat Conversation API community area. Posting there may get additional developer community members sharing their experiences on issues that you may have. This support.zendesk.com area is more non-developer focused.
-
I understand. I will submit a ticket for this at develop.zendesk.com.
Thank you.
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.
4 Kommentare