UNAUTHORIZED error occurs on specific account

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4 Comments

  • Sutrisno Suryajaya
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    Hi,

    The following are a few possible causes:

    • Calling stopAgentSession will invalidate a session and subsequent request from the session will return an error.
    • Making multiple Conversations API sessions with different session IDs. Each startAgentSession call will generate a new session and Conversations API only allow 1 ongoing session. 

    Could you check whether you have called stopAgentSession mutation or maintaining multiple Conversations API session? Thank you!

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  • 成茂
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    Hi Sutrisno,

    Thank you for replying.

    It turns out that the cause of the error was IP restriction on Zendesk Chat settings. But at the same time, another problem occurred.

    • When I disable the IP restriction, the error does not occur.
    • When I enable the IP restriction, although I added my source IP address to whitelist, the error occurs.

    Even though I enable the IP restriction, when I log in to Zendesk Chat from browser (in other words, without using Conversation API), the error does not occur. So, it assume that the IP address added to whitelist is correct.

    Is it possible to use Conversation API while enabling IP restriction?

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  • Sutrisno Suryajaya
    Comment actions Permalink

    Hi,

    Thank you very much for the explanation. Unfortunately, it's not possible to use Conversations API when IP restriction is turned on. We have captured this issue for prioritizing and planning. We will definitely get back to you when the issue has been fixed. In the meantime, would it be possible to turn off IP restriction? Sincere apologize for the inconvenience.

     

     

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  • 成茂
    Comment actions Permalink

    Hi,

    Thank you for replying.
    > We will definitely get back to you when the issue has been fixed.
    I understand. I'm looking forward to hearing from you.

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