Why do I receive the error: Chat is Disconnected?

Question

Why do I receive the error: Chat is Disconnected- followed by a specific error message?

Answer

The error: Chat is Disconnected appears for various reasons. See the specific error messages and descriptions below.

Your chat account is open in another location.

The error: Your chat account is open in another location. Reconnect to make the session active can occur when one of the following events occurs.

• When the chat agent is logged in to another location or browser. The browser where activity is detected is the active session while the error will appear on all other inactive sessions. Ensure you are not logged into multiple devices and not sharing logins. You can check what devices are logged in by following the steps in the article: Checking devices and applications that accessed your account.
• A Zendesk Support agent is assumed into your account for troubleshooting purposes. Agents see the error message while the account is being assumed.
• Multiple chat sessions are open on the same browser.

Refresh chat now or wait for the next reconnection attempt

The error: Refresh chat now or wait for the next reconnection attempt occurs when there was a network change or outage. The resolve this error, see the article: Troubleshooting your Chat connection.

You can also go to the Zendesk Status page and enter your subdomain to ensure your account is not impacted by a service outage.

Your IP address is not allowed

The error Your IP address is not allowed indicates that your chat account has restrictions based on IP addresses. You can contact a chat admin to add your IP address to the allowlist. For more information, see the article: Using IP Access Restriction to limit access to the Chat dashboard.