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Chat Conversation API Error: concurrent session limit reached

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成茂

Hi, 

I'm developing my bot program using Chat Conversation API.

On Sep 17, I launched the program ( established a connection to websocket url ). It went well for several days, but suddenly the following error message was received via web socket on Sep 20.

{
  "reason": "concurrent session limit reached",
  "sig": "EOS"
}

My program tried to reconnect by calling startAgentSession request, but the following error occurred:

{
  "reason": "unexpected session state",
  "sig": "EOS"
}

This error occurred every time my program tried to reconnect. But strangely, the error stopped after it continued a few hours.

This issue has occurred many times, not just once.

What may be the reason for that?

Regards,

9 Comments

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  • 成茂
    Comment actions Permalink

    Hi Jay,

    I understand. I look forward to your reply.

     

    1
  • Heather Rommel
    Comment actions Permalink

    Hi 成茂
    I wish I could say I know this from experience but I don't. I just have a feeling it might be connected to the Chat limit perhaps? If not, is there some limit somewhere else it might be hitting?

    0
  • 成茂
    Comment actions Permalink

    Hi Heather

    Thank you for replying.

    > I just have a feeling it might be connected to the Chat limit perhaps? If not, is there some limit somewhere else it might be hitting?

    I checked my account settings, but there was no chat limit settings. In the first place, when that problem happened, there was no chat activity.

    0
  • Jorge Lage Saguier
    Comment actions Permalink

    This is happening to us as well.

    We have a Chat Bot application using the Chat Conversation API (websocket).

    For the past three days we have being receiving the error:

    {"reason":"concurrent session limit reached","sig":"EOS"}

    The application is configured to restart session when EOS is received.

    The new session is created and subscription/online command sent and received success response but when tried to send a message we got this error

    {"errorCode":500,"id":66,"payload":{"errors":[{"UUID":"fe4bf30a-9b26-4f14-b673-e3863f643a97","message":"Session is invalid","name":"UNAUTHORIZED"}],"data":null}}

    Each time it happened, after about 20 minutes the situation was normalized and stop receiving errors.

    Any insights on what the error means? How to prevent it?

    This is having a huge impact in our customers.

     

    0
  • Jay
    • Edited
    Comment actions Permalink

    Hi 成茂 and Jorge, 

    Thanks for reaching out to us. 

    In Chat conversations API, there could be only one concurrent connection at the same time. `concurrent session limit reached` typically means the bot creates a new connection with a different session id that evicts the current one. 

    If you do not try to create multiple sessions and connect to them at the same time but still received EOS. That might be related to an issue in our end. 

    Recently we have identified an issue in our system to trigger a failover protection, which could trigger an unexpected EOS signal. While the team is working on the fix to this problem. The recommended action to call `startAgentSession` and connects to a new websocket URL,  whenever you receive any EOS signal. 

    Sorry for any inconvenience caused. Feel free to ask if you have any questions. 

    Jay

    0
  • 成茂
    Comment actions Permalink

    Hi,

    I would like to know the current status. Do you have any prospects for when the issue will be solved? 

    Regards,

    0
  • Jay
    Comment actions Permalink

    Hi 成茂,

    May I know if you are still experiencing the same issue?

    We have deployed a remediation item a few weeks ago that should eliminate most of the unexpected EOS signals. We plan to deploy the complete fix next week. 

    Regards,
    Jay

    0
  • 成茂
    • Edited
    Comment actions Permalink

    Hi Jay,

    > May I know if you are still experiencing the same issue?

    It seems to that the "concurrent session limit reached" error has fixed. But the following error still occurred on Oct 25, Oct 30, and Nov 7.

    { "reason": "unexpected session state", "sig": "EOS" }

    I kept getting this error while 10 hours, and after that the situation was normalized. Was there some maintenance or incident on the day? What may be the reason for that?

    Regards,
    成茂

    0
  • Sanman Mandlik
    • Edited
    Comment actions Permalink

    I am facing the same error with conversation API. I am on ZenDesk enterprise account.

     

    I have tried following:

    1. setting limit to 20 but resolution.
    2. startAgentSession with new websocket Url
    3. Logging in on browser using agent creds

    Is there a way (via API) to invalidate all orphan sessions of the agent and then connect?

     

    0

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