Troubleshooting
Unable to display live chat
In some cases, you may not see the FIRST LINE live chat on your site as expected. Let’s find out why. There are many reasons the live chat might not display. Learn about the most common causes below:
Check allowed domains
If you encounter display issues with the live chat, such as the screen not loading, it may be because the domain embedding the site is not included in your "allowed domains" settings. To ensure smooth operation of the chat feature, please check your settings and add the appropriate domain.
Check the HTML
First, make sure your site correctly includes the HTML embed code for the live chat. You can check it by following these steps:
Visit your website using a browser.
Right-click somewhere on the page and select "View page source."
Search the source code for the text "firstline."
If you cannot find code containing the "firstline" keyword in the page source:
Confirm that you have embedded the chat widget code on all pages of your website.
Check whether any caching mechanism is running on the site frontend. If so, try clearing all caches. For example, if you use Cloudflare, you may need to perform the corresponding purge action.
Check whether JavaScript is running
FIRST LINE live chat mostly relies on JavaScript to handle data operations. In some specific cases, such as browser security settings or a company's Content Security Policy (CSP), JavaScript execution may be affected. If you encounter issues where the FIRST LINE chat widget does not display correctly, here are some solutions:
Disable content inspection mode
Temporarily disable the browser’s content inspection mode, then check whether the live chat displays. This ensures no content inspection mode interferes with the execution of the FIRST LINE live chat.
CSPv3 Setup
FIRST LINE live chat now fully supports Google strict CSPv3 security policy. This Google policy provides higher security standards for most web services while ensuring smooth operation of the service:
To ensure FIRST LINE live chat runs smoothly on your site, if you have set a Content Security Policy (CSP), please check whether it includes the necessary directives. You need to add 'self', 'unsafe-inline', and 'unsafe-eval' in the script-src directive.
'unsafe-inline': Allows the use of inline JavaScript code or CSS styles on the webpage.'unsafe-eval': Allows the use of eval-style mechanisms to execute text-to-JavaScript.
These two settings will help the live chat tool operate properly.
Browser extensions interference
Some browser extensions may block the loading of certain web elements, which can include live chat. If you have such extensions enabled in your browser, try disabling them and then reload the page to see if the issue is resolved. Sometimes you can add specific sites to the extension’s exception list to ensure those extensions do not interfere with FIRST LINE’s functionality.
DOS protection
Our network automatically blocks potential DOS attacks. If too many users connect to FIRST LINE live chat from the same IP, it will trigger a 420 error. If you encounter a 420 error while using FIRST LINE live chat, ensure your users are not intentionally or illegally triggering this error. You may also need to adjust your network security policies to ensure other users can access the live chat service smoothly.
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