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Co-Browse launched but not starting

edited Jun 25, 2015 9:06AM in Communication Channels 18 comments

Content

Hello everyone,

We are currently trying to use the Co-Browsing built-in feature but it's not working.

The issue behaviour is as follow:

  • We send a Co-Browse request to the customer
  • The customer accepts it and gets the message: 'Initializing and connecting to the screen sharing session'
  • The console displays to the agent the following message 'Waiting for the customer to start co browsing' but nothing happens and the Co-Browsing has been accepted on both bounds.

The console view is as follow :

We tried :

- Waiting for 15 minutes to see if it was some delay issue => FAIL

- Spamming connect button, retrying every minute during the 15 minutes => FAIL

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