Disconnect problems troubleshooting checklist

Activa Live Chat Support » Operator Console » Troubleshooting

Article ID: 63 | Last Modified: 03/05/2009

If your live chat operators are experiencing connection issues when signed in to the Operator Console, please check the following:

Check Blocked Ports
The Operator Console communicates with the Activa Live Chat service over Port 15002 by default. If that fails, the Operator Console will try again over HTTP Port 80 and HTTPS Port 443. Review Support Article:
Ports used by the Operator Console »

Check Firewall Configuration
Your local or network firewall may be preventing the communication that's needed between your operators and the Activa Live Chat servers. Review Support Article:
Firewall configuration causing connection issues »

Check Network Device Configurations
One or more of your network devices, including Routers, Gateways, Firewalls and IPS Appliances, could be misidentifying valid Operator Console network traffic as "malicious." Review Support Article:
Operator Console and/or chat disconnects caused by intrusion prevention systems »

Check Connection Quality
Activa Live Chat requires your operators to have a quality broadband connection to the Internet. If your connection to the Internet has latency or packet loss issues, your operators will not be able to sustain constant connection to the Activa Live Chat servers. Review Support Article:
Disconnects caused by weak or high latency Internet or network connections »