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Troubleshoot app sync and lag

Use this page if MessageDesk feels slow, stops syncing, or only shows new inbound messages after you refresh.

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Common symptoms

  • New inbound messages don’t appear until you refresh the app.
  • The app lags or feels out of sync with what your teammates see.
  • You see an ERR_NETWORK_CHANGED error (error code -21) in your browser.
  • You’re unexpectedly signed out or see login errors.

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Check your VPN first

A VPN is the most common cause of these symptoms. Using a VPN with MessageDesk is fine. Problems start when the VPN drops connections or rotates your IP address often. Each time your IP address changes, your browser treats it as a new network. Chrome resets its network state and refreshes local DNS records for the device. Any request MessageDesk sends at that moment fails with ERR_NETWORK_CHANGED. This is standard browser behavior, and MessageDesk can’t prevent it. The dropped requests are why new messages may not appear until you refresh.
Low-quality or misconfigured VPNs are the usual culprit. Some VPNs switch servers or locations every hour or so, even while you’re active in the app.

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How to fix it

  1. Turn off your VPN and reload MessageDesk. If the lag and refresh issues stop, your VPN is the cause.
  2. Pin your VPN to one server or location. Turn off any setting that rotates servers or IP addresses automatically.
  3. Use a stable, reliable VPN provider. Your IT team may be able to add MessageDesk to the VPN’s split-tunnel or bypass list.
  4. Check your internet connection. Switching between WiFi and cellular, or between WiFi networks, can also change your IP address and trigger the same error.
  5. Refresh the app after any network change to make sure you’re seeing the latest messages.

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Still having issues?

Contact support and let us know:
  • Whether you use a VPN, and which provider.
  • Your browser and version, or whether you use the mobile app.
  • The exact error message and roughly when it happened.