Now, when you know how to use the Command Prompt at Windows and Terminal on MacOS, take a look at the list of commands that we will require to properly diagnose the issues with the connectivity. After providing the command, press enter and you should be prompted with the ping results:.After opening command prompt or terminal, type the following commands and press enter:.To open terminal in your Mac, simply use a combination of cmd + space on your keyboard and search for Terminal application.Command prompt can be opened by pressing Windows button + S on your keyboard and searching for cmd. Firstly, open a Command Prompt in your Windows or Terminal in your MacOS. After collecting data described below, add the information to this message and send it to us - we will make sure to forward it to our Technical Support. To check it, we will need the following information.īefore collecting data, open a new message in your email client and use the email address as a recipient. It’s not possible for us to check what was wrong with the connection (when it isn’t on our end) if you experienced any of mentioned issues a few hours prior to notifying us about the problem, but we are able to check it when you are experiencing it while chatting with us. We prepared a procedure of gathering data that we will need to diagnose network issues and, when it comes to them, the most important thing is how fast you react. If you tried to reinstall the application and it didn’t work - it also points to issues with the Internet connection. Desktop app can get stuck on loading and show the “Oops! Something went wrong” message instead of the app’s content. For web application you may see just a blank page or loading animation - even after checking it in incognito mode. But don’t worry! Except for other problems, we are here to help you with this process as well.īeside the “Trying to connect” message, it may also happen that your Web application or Desktop app is not loading. The problem emerges if you see it for longer than a minute or two and this is the moment when you can start collecting data that will help us diagnosing this issue. Also, it shouldn’t stop any chat, and usually it’s nothing to worry about. We have scheduled servers restarts to keep everything fresh and during these restarts you may see the “Trying to connect” message pop-up, but it shouldn’t last long. Our admins are doing everything to maintain the 99.99% upkeep – still, this 0,01% may affect you. It says “Trying to connect” - it means that our application is trying to reestablish the connection between you and our servers. Let’s start with the notification itself. If there are no agents available, your chats will be automatically closed. Note that when the app will try to reconnect for more than 30 seconds, we will automatically transfer your ongoing chats to other agents logged in with the Accepting chats status.
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