Fixing the Error "Kayako Can't Get Real-Time Updates Because of Network Settings."

Overview

Accessing Kayako sometimes produces the following error:

Kayako can't get real-time updates because of your network settings. Contact your network administrator and refer them to this article.

This article provides troubleshooting steps to resolve this issue.

Solution

A. Check Network or Firewall configuration

If you're seeing the aforesaid error in the agent area, it means something is interfering with Kayako's ability to fetch updates in real-time.

Your network administrator will be in the best position to be able to troubleshoot and resolve the issue. Most of the time, this error is due to your network or firewall configuration that is blocking Kayako and causing problems with its WebSocket connections.

We recommend that your network administrator use Web Socket Test to diagnose the root of the problem, so they can add Kayako to the list of allowed connections.

B. Clear Browser Cache

Browser-related issues are typically caused by a damaged browser cache or history files. Over time, these files can get damaged and may need to be cleared or deleted. Additionally, after some time, this can eat up the data storage space on your device.

If you encounter this issue, consider clearing your browser cache and history files. Click the links below for instructions on how to clear your browser cache and cookies for popular browsers.

• Google Chrome
• Internet Explorer
• Firefox
• Safari

C. Use a Different Browser

Check whether the error appears on a different browser or not.

1. Open a different browser.
2. Access your Kayako website.
3. Try to navigate withing Kayako to see if the error does not appear.

If it works in another browser, this means that the other browser is the culprit. Explore the settings and if possible, uninstall and reinstall (preferably the latest version) the browser to see if that helps.

D. Clear Your Computer’s DNS cache

The command flushes your DNS cache and ensures that your computer’s network connection empties all the DNS data for previously visited websites and establishes new connections. 

1. Open Windows command prompt b typing cmd in search box
2. Type ipconfig/flushdns and hit the Enter key.

NOTE: If all else fails, please proceed with filing a ticket to the support team.

Submit a Support Ticket

1. Click the Submit a ticket button at the top or at the bottom of this page or click this submit a request link. If you already have an open ticket with us for this issue, then skip this step and use the existing ticket.

2. Provide the following details:

   • Instance name (e.g., domain.kayako.com)
   • A short description of the problem.
   • Screenshot of the error if there's any.
     • NOTE: A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
   • If you are allowing support to impersonate your account for troubleshooting purposes, please include an explicit approval on the ticket along with the email address of your Kayako administrator account.

Testing

After you perform any of the steps above, try signing in to Kayako again and go to the agent area. If the solution works, the error should no longer appear.