Issue:


'Internet connection problems' error message is displayed and agents are disconnected or unable to log in

Possible cause:


The "Internet connection problems" error message is a generic message that indicates that there are problems connecting with LivePerson. It may stem from a wide range of technical factors ranging from firewall configuration settings or ISP connectivity issues.

 130517123352926 image 1 the error message



Solution:

  1. Restart the Agent Console. Click File > Exit and then re-launch the Agent Console. Attempt to establish a connection.
  2. Verify that your Internet connection is working: Try to access a website outside your local network using your web browser.
  3. For Agent Console version 9.X, check that you are entering your Site ID (account number) correctly.
  4. Ensure that your firewall is not blocking access to any LivePerson server address. Please request that your IT department allow outbound access on your firewall to the complete LivePerson IP range.
  5. Ensure that the date and time on your PC is correct.
  6. Open Internet Explorer and click Tools > Internet Options > Advanced. Scroll down to the Security section and uncheck the following options:
    • Check for server certificate revocation
    • Check for publisher"s certificate revocation


    130517123352926 image 2 the error message

  7. If you are using a proxy server to connect to the Internet, the same proxy settings should be defined in your Agent Console. Click File > Preferences > Connection (for version 9.X) or  File > Settings > Connection (version 8.X). Fill in the correct settings provided by your network administrator.

    130517123352926 image 3 the error message.gif