Types of Errors:
• Unable to Load Messages error or Messages panel fails to load at all (no error displayed)
• Unable to Authenticate User error
Unable to Load Messages
Receiving Translance messages requires WebSocket technology. If you try to access your messages and see a loading spinner that never resolves, or an error that linked you here, it appears your system is unable to make a WebSocket connection to our servers.
Testing WebSocket Connectivity
You can use the websites listed below to test your browser’s WebSocket connectivity. Be sure to use the same browser you use to access Translance. These websites will determine if your browser and computer are enabled for WebSocket communications.
• http://websocketstest.com/
• https://www.websocket.org/echo.html
If you are unable to use Translance Messenger even after successfully testing with these websites, please contact us via the desktop app. If you find that WebSocket is blocked, see the suggestions below.
If possible, please run the following diagnostic in the Chrome console before contacting us to help our team assist you.
1. In the Chrome browser, go to a page experiencing the issue (Messages).
2. Press Ctrl+Shift+I (on PC) or CMD+Option+I (on Mac) or View > Developer Tools > JavaScript Console and then choose the Console tab.
3. Click Ctrl-Alt-D and wait until the tests complete, then create a screenshot if there are any errors.
Software That Blocks WebSocket
Some virus scanners, firewalls, and other software products are known to interfere with WebSocket connections. Below are software known to block WebSocket connections and steps to work around the problem.
ZoneAlarm Firewall
Unblocking Translance.net Message Tab
1. Open ZoneAlarm Antivirus and select the AntiVirus and Firewall panel.
2. You will get two options: Basic Firewall and Applications control. Click on Configuration of Applications control configuration.
3. Click on the See Programs button to get a list in a new window.
4. Locate the browser that you use to access Translance.net Click on each option for that browser and set “allow.”
AVG
Unblocking Translance.net Message Tab
• Open AVG, go to the home window, and select the firewall panel.
• Go to the General options and choose Interactive mode.
• Go to Applications and add a new rule to allow incoming and outgoing connections to your browser.
Kaspersky Anti-Virus
Unblocking Translance.net Message Tab
If you have interactive mode enabled and are asked to allow or block https://www.Translance.net/, just select Allow access to the whole site. Otherwise:
1. Open the Kaspersky interface.
2. Go to Web Policy Management.
3. Select your user profile and click on Configure Restrictions.
4. Select the Internet tab, click on Add Exclusions, and click the Add button.
5. Type https://www.Translance.net/, and click the Add button.
Other Software
We have also had reports of some earlier versions of the software below breaking WebSocket communications
• Avast
• Bitdefender
• IOrbit Malware Fighter
• Internet Download Manager
• Superfish Visual Discovery
Please contact your software vendor’s support to determine how to configure the software to allow WebSocket communication.