Sococo can occasionally reconnect to servers in case the connection is lost. These media connection problems should not happen often, and if they do, Sococo should connect within several seconds. In case that the messages are appearing often or they are present all the time, or your Sococo is really slow, you are experiencing connectivity issues and those need to be addressed. Most common messages are "Not connected", "Reconnecting", "Attempting to reconnect...".
This article will provide information on how to address the possible connectivity issues with your app.
Troubleshooting Connection Issues
You can face some of the following issues:
Not connected. Reconnecting. Attempting to reconnect...
Blue line keeps loading at the top of the map.
The issue can be on server-side - with Sococo, and on client-side - with your desktop application, Chrome browser, Operating System, network connection or firewall.
Review Sococo Status Page
To confirm if there is a known ongoing issue
on server side, you can review Sococo status page
- Status Page
If the status is Operational,
you should review the following steps to confirm if the issue is with the application.
Checking if the issue is on the application level.
If you are using Google Chrome or Sococo Desktop app to run Sococo, it is possible that the cache is creating issues when trying to reconnect to the app, that you are using an outdated version of desktop app, or similar. Running Sococo from Google Chrome Incognito mode
will not use cache and will show if the cache or app version was the issue.
If you cannot see the issue in incognito mode, you need to:
- Clear cache on your Chrome
(if you are using Chrome to run Sococo) or,
- Reinstall your Desktop application
(if you are using desktop app) Note
: make sure you delete all the cache files during reinstall as described in the Reinstall article.
Are you the only user with the issue, or other users are facing the same?
This step can easily tell if the issue is with your computer or not. If you are the only user having the issue, and application works well for everyone else, most likely the issue is on your computer only.
In that case, you can troubleshoot your application first
, and check with your IT department if your Computer has all the required permissions. If some other users are facing the issue, check if it is network related.
If all users in the same office have the issue, but users on another network (different departments, cities, country... ) do not have the issue, you need to review the network configuration. First, check if the connection is good and stable with a quick test
, and after that you need to confirm with your IT department if you have the network configuration
(firewall) set up properly to communicate with Sococo servers.
All users are having the issue?
It is possible that the issue is not yet detected by our Teams, and the status page is not yet updated. If all the users are having the issue, please Report a Problem
and provide all the information about the issue, and what you have tried so far.
What is the network configuration for Sococo? What is the list of IP addresses to allow?
What internet speed is required for Sococo?
To use Sococo, you need a minimum of 5 Mbps download speed
and 2 Mbps upload speed
. For details on how to test your network speed, you can review the article - Network Speed Test
Should my Sococo have the blue connection bar?
It is normal to have a blue connection
bar at the top of the screen when you change rooms or change the status of your embedded media - turn on or off your speakers, microphone, camera or screen share. It is an indicator that media is connecting, and in most cases, the connection takes less than a second, and the bar goes away. Rarely it takes over 2-3 seconds to establish connection
. If the bar is present for very long (over 10s), it is very possible that there is an issue and you should go through the troubleshooting steps above
After the issue is resolved, you will not see the connection notifications anymore and your Sococo will work without interruptions.