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What is WebSocket?

WebSocket allows you to send and receive messages to and from the server. Basically, it is a way of communication between you and the server. The WebSocket specification defines an API establishing "socket" connections between a web browser and the machine. In other words, there is a persistent connection between you and the server, and both parties can start sending data at any time.

The XTM Workbench application uses WebSockets to establish the connection.

The WebSockets are quite sensitive for some online software that may impact the connection. Sometimes, the direct cause of the WebSockets disconnections is the software installed on the user-end, such as:

  • browser plugins/extensions;

  • firewalls;

  • VPNs (Virtual Private Network);

  • CDNs (Content Delivery Network).

When the disconnects are happening, it is always good to temporarily disable the software and see if it helped. If that does not yield desirable results, please, click here follow the basic steps from the article.

Specifics

Generally, there are a few issues with WebSockets involved, below are the most common cases:

JSERROR

The JSERROR (or JavaScript Error) is usually an issue with a user’s browser, but sometimes it may also be caused by an XTM front-end bug. In order to be sure, though, the proper investigation is required. As a user, you can help out the XTM support team by providing the relevant information from your side to facilitate the issue resolution,

The error in the browser developer tools usually points to some JavaScript files indicating that required properties cannot be read. The Workbench application may then give a blank screen, as on the example below:

Browser developer tools - the Console section:

Please, click here for help.

NO_BROWSER_PING

The NO_BROWSER_PING issue occurs when the XTM application cannot ping the browser anymore, which leads to the WebSockets disconnection. This is rather a user-end issue, and the connection between the browser and XTM Workbench can be blocked by, for example, some software.

Below is the Workbench window with the browser developer tools errors - the Console section:

WebSockets can be tested with online tests: WebSocket tester.

Good to know!

In most cases, WebSockets issues occurring on the user-end and the XTM support team is often unable to directly solve such issues. However, sometimes the problems only seem to lie on the users' end, but it eventually turns out that this is an XTM issue and we need to make some changes. Irrespective of root cause, please, do not hesitate to reach out to the XTM support team with all the above-mentioned information gathered up.

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