Question
Why do I receive the error: Chat is Disconnected and 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, check your devices
- A Zendesk Support agent is assumed into your account for troubleshooting purposes, agents see the error message while the account is 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 with 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.