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PointOfContactAI

SignalR connection failures

“Widget connects, sends a message, but never sees the bot reply”

Cause: the visitor’s SignalR connection bound to userId = sessionId isn’t receiving the broadcast. Usually:

  • A network proxy / corporate firewall stripping WebSocket upgrades. SignalR falls back to long-polling but degrades to higher latency.
  • The widget’s connection dropped silently (sleeping tab, etc.) and the visitor needs to refresh.

Fix: refresh the page. If it persists, check the browser’s network tab — look for failed wss://...signalr.net connections.

”Agent claims a session, visitor sends a message, agent never receives it”

Cause: the agent’s SignalR connection bound to userId = agent.oid isn’t subscribed. Either:

  • The agent hasn’t called /api/agent/negotiate (the Teams app should do this automatically on tab load).
  • The agent’s AAD oid in their token doesn’t match what the broadcast targets (rare — usually means session was claimed by a different account than the current Teams user).

Fix: agent reloads the Teams tab. If the issue persists, check /api/agent/me returns the expected oid.

”All chat connections fail with 401”

Cause: the customer-stack’s AzureSignalRConnectionString__credential setting is missing or wrong. The customer FA’s MI authenticates to SignalR via AAD, NOT via connection string.

Fix: confirm via az functionapp config appsettings list:

  • AzureSignalRConnectionString__serviceUri = https://pocai-sr-{stack-hash}.service.signalr.net
  • AzureSignalRConnectionString__credential = managedidentity

If either is missing, re-run the deploy wizard from the Marketplace Change plan blade to reset the bicep config.