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Why was I disconnected from LibChat?

The Status Messages and Alerts panel is where you'll find important status messages from LibChat. For example, if you lose your connection to LibChat due to a bad internet connection, an alert message would appear. 

  1. To dismiss an alert, click on its Close () icon.

Status Messages and Alerts


When the operator is disconnected

If for some reason you get disconnected from LibChat while you're logged in, the Chat Activity panel will display a red alert message. Depending upon the nature of the disconnection, an error message may display; but in every case, the alert will let you know at what time you were disconnected. 

Some common reasons for being disconnected include:

  • Losing your internet connection.
    • If you're on a wired connection, make sure your ethernet cable isn't loose or damaged.
    • If you're on a wireless connection, check your network settings or switch to a wired connection instead.
    • It's also possible your network is down. Check with your IT staff to see if there are widespread issues.
  • Your firewall or network security software is blocking access to LibChat.
    • Check with your IT staff to make sure that firewall port 443 is open.
    • Also request your IT staff to whitelist the chat server for your region (see below) to allow websockets and third-party cookies:
      • Australia & Asia/Pacific: cascade2-au.libchat.com
      • Europe: cascade2-eu.libchat.com
      • Canada: cascade2-ca.libchat.com
      • U.S. and all others: cascade2.libchat.com
  • Browser caching or extensions may be interfering.
    • Try clearing your browser cache and see if that helps.
    • Also, it's a good idea to disable any browser extensions you have installed.
    • You could also try using another browser and see if that helps (and make sure all of your browsers are up-to-date).
  • You have LibChat open in an inactive browser tab.
    • Sometimes, browsers will suspend inactive tabs to conserve resources.
    • If you have LibChat open in an inactive tab for a long period of time, this may result in a disconnection.
    • To avoid this, try to keep LibChat open in an active tab.

Whenever you get disconnected, the chat widget will automatically notify the patron and prompt them to submit a ticket, instead. Once your connection is restored, a green alert message will display in your dashboard indicating at what time you were reconnected.


When the patron is disconnected

A chat can also end if the patron gets disconnected. For example, the patron's WiFi connection may have dropped, or they navigated away from the chat widget. In cases like this, LibChat will first attempt to reconnect the patron. If unable to reconnect, the chat session will end. The patron's widget will then notify them that they were unable to reconnect and ask them if they would like to submit a ticket for follow up, instead.

Example of a chat widget after a patron was unable to reconnect

Managing a disconnected patron

  1. The chat status indicator will turn orange to indicate that the user is attempting to reconnect.

Orange chat status indicator

  1. If the user is unable to reconnect after a short time, the chat will be disconnected and the patron. 
    1. To add this chat to a Reference Analytics dataset, click the Add to Reference Analytics link.
    2. To send a follow-up to the patron, click the Create a Ticket from this Chat link.
    3. To log an internal note with this chat transcript, enter it in the text box and click the Save button.
  2. To close this chat and remove it from the dashboard, click the Close Chat button.

Closing a chat ended by a disconnected patron

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