🔧 Web1on1 platform doesn't work

Trouble accessing your messaging platform? Here are some troubleshooting tips to get you back online.

If you can't connect to Web1on1 or it's suddenly stopped working for you, here are some steps you can take to fix things. 

What to do first

Problems connecting to the platform may be widespread, so the first thing to do is to check the Web1on1 status page to see the current status of our servers. If the system is green with no operational issues, the problem may be local to you.

Try the troubleshooting tips below if you're experiencing any of the following issues:

  • Can't access Web1on1 from inside the office but can elsewhere;
  • Seeing a popup message indicating you're disconnected from the server;
  • Seeing a popup message indicating Web1on1 needs to be reloaded;
  • Can't get on to the website at all.

Troubleshooting tips

If you are still experiencing issues after trying the steps above, contact our Support Team via our Help Center Chatbot. Be sure to indicate exactly which steps you’ve already tried so that we can better assist you.

If you see a unique error phrase, be sure to note it down so that you can send it to our Support Team if the troubleshooting tips below do not resolve your issue. 

Connecting to Web1on1 through a company firewall

If you're able to access the Web1on1 platform from home or elsewhere but cannot get online in the office, the issue is likely to be with your company's corporate firewall or proxy. You can test your connectivity here - if this site says that you have a successful WebSocket connection, the issue is not related to a firewall.

If you can't connect, here's what to do

  • Ask your IT department to allow or whitelist secure websocket connections to api.web1on1.chat.
  • Inform them that protocol support needed are websockets (wss://) and http (https://)
  • Both to:
    • host: api.web1on1.chat
    • port: 443 (standard port)

If you still can't connect you may need to update your anti-virus or firewall to the latest version to ensure that it’s not blocking your connection.

Disable browser extensions

How to do this varies depending on which browser you're using. The important thing is to try to make sure nothing is interfering with your connection to Web1on1 (eg parental control software or ad-blocking).

To disable browser extensions:

If you’re using Chrome, try using an Incognito window (which does not employ your installed extensions) to use Web1on1.

Update your browser

Our Web1on1 widget only supports the most up-to-date, official browser version. You may run into issues with Web1on1 if you are running an outdated version of a browser. Ensure you have the best possible experience with Web1on1 by updating your browser to the latest version.

To update your browser:

Clear browser history & cache

To clear your history:

Uncheck the Passwords box when clearing your history if you want to retain any passwords you have saved in your browser.

Compatible browsers

Try using a different browser or computer from the one you're currently using. This will help make sure there are no strange extensions, or malware.

Web1on1 works with the latest versions of:

Incompatible browsers

Web1on1 does not work with:

  • Internet Explorer 10

  • Internet Explorer 11

  • Opera

  • Developer or Beta versions of supported browsers

Web1on1 is a modern web application that uses some of the newest capabilities of HTML5, CSS3, and JavaScript. Different browsers still interpret these in different ways. These differences could potentially cause severe bugs - like data not saving, or data becoming corrupted and overwriting good data.

To protect your data and to make sure the platform's functionality is delivered properly, we test and develop for the list of compatible browsers and block access to Web1on1 from those browsers listed as incompatible above.


Need help?  Contact our Support Team via our Help Center Chatbot