This guide helps you understand the disconnection messages of the conversation panel, and fix repeated disconnections or slowness.

1. Your session has expired

This message appears when your session is no longer valid, in particular 12 hours after you logged in, whether you were active or not. Click Log me in to access the conversation panel again.

2.  You have been automatically disconnected

This message appears when a user who is allowed to manage users changes your profile while you are logged in (unless they only change your maximum number of conversations), or logs you out from the user list. Log in again so that the changes are applied.

3. You have been disconnected from your previous session

This message appears when the conversation panel is opened elsewhere with the same account: in another tab, another browser or the iAdvize mobile app. The oldest session is the one that gets disconnected. Close the other windows or exit the mobile app, then refresh the page.

If several people use the same agent account at the same time, they will therefore disconnect each other.

4. Disconnections keep happening

The conversation panel needs a stable, permanent connection to the iAdvize servers. If the connection drops, it automatically tries to reconnect every 3 seconds, up to 8 times. If it fails, it displays a message about disruptions on your session with a Reconnect button.

If disconnections keep happening, check in this order:

• The platform status: on status.iadvize.com, no incident should be in progress.
• Account sharing: an agent account must only be used by one person at a time (see point 3).
• Your internet connection: prefer a wired connection to Wi-Fi, and check stability and bandwidth, for example on speedtest.net. The more agents are connected on the same network, the less bandwidth each one gets.
• Your company network: a proxy, firewall or antivirus must not block exchanges with iAdvize, especially the websocket. The domains to allow are listed in Technical requirements needed for iAdvize.
• Sleep mode: your computer going to sleep can cut the connection. Turn off automatic sleep during your working hours.

5. The conversation panel is slow

If a message takes time to appear in the input field while your network works fine, the cause is usually your computer's resources:

• Check memory (RAM) and processor (CPU) usage in the Task Manager (Windows) or Activity Monitor (Mac).
• Close the applications and tabs you don't need.
• Restart your computer.

If the problem persists, contact your system administrator or iAdvize support, with a screenshot of the resource usage.