> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to troubleshoot operator network connectivity issues

*Troubleshoot real-time message delivery issues in the Crisp dashboard.*

Crisp uses WebSockets to deliver new messages and live updates to your dashboard. If the real-time connection is blocked or unstable, Crisp may show an orange warning banner and messages may only appear after refreshing.

![Real-time connection warning banner](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-27-at-113654_1c5oyh4.png =1000xauto)

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# ${color}[#0080dd](Check firewall or proxy blocking)

Some firewalls, antivirus tools, and proxies inspect encrypted traffic by installing a custom SSL certificate. This can break the secure WebSocket connection Crisp needs for real-time messaging.

This is commonly seen with strict company networks or tools such as **Fortinet**, **Fortigate**, or **Avast**.

__To test relay access:__
1. Open `https://app.relay.crisp.chat/` from the affected computer and network
2. Check whether the page loads without a certificate warning
3. If you see an SSL or security error, ask your network administrator to allowlist Crisp services

![Firewall-related relay error](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-27-at-113705_1i8kt51.png =1000xauto)

| For network allowlisting, use the official Crisp domain list: [Crisp domain names](https://docs.crisp.chat/guides/others/whitelisting-our-systems/crisp-domain-names/).

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# ${color}[#0080dd](Check country or DNS restrictions)

Some countries or networks may block messaging servers. If Crisp works on another network but not from the affected location, test with a different DNS provider or a trusted VPN.

__Useful tests:__
* **Another connection** → try a mobile hotspot or a different Wi-Fi network
* **Another DNS resolver** → test with `8.8.8.8` or `1.1.1.1`
* **VPN** → use a trusted VPN if the local network blocks Crisp services

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# ${color}[#0080dd](Check Crisp status)

If your network is fine but real-time messaging is still unavailable, check the Crisp status page.

__To verify the platform state:__
1. Open [status.crisp.chat](https://status.crisp.chat)
2. Check whether **Operator realtime sockets** are operational
3. If an incident is listed, follow the status page until it is resolved

![Operator realtime sockets status](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-27-at-113724_7fxvxp.png =1000xauto)

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# ${color}[#0080dd](Check local desktop issues)

If Crisp does not load correctly on your desktop but works on your phone or another device, the issue is usually local to that computer or connection.

__What to check:__
* **Internet stability** → make sure the connection is stable
* **Another device** → confirm whether only one computer is affected
* **Another network** → test from a mobile hotspot
* **Browser version** → update the browser and reload Crisp
* **Temporary glitches** → refresh the app page and try again after a few moments

If Crisp works again after refreshing or switching networks, the issue was likely a temporary local network problem.