What you need to know
Graphite Connect relies on Websocket connections to communicate between your web browser and our system. In order for Graphite Connect to work properly, it's important that the connection between your web browser and Graphite Connect is not blocked.
A blocked connection can be caused by:
- AdBlocker / Cookie blocker browser extensions
- Antivirus and Firewall software
- Proxy and VPN connections
Error Message
Solution
1 - First, try using Graphite Connect in a new browser, such as Google Chrome. If you are already working in Chrome, try Incognito mode in Google Chrome.
If the error does not appear anymore after these steps, the cause is probably a browser extension that is blocking websockets. Do the following:
2- Disable your browser extensions one by one and try again. This way, you will find out which extension may be causing the issue.
In some extensions, you can configure what domains to block or allow. Make sure the following domain is allowed to that extension: *.graphiteconnect.com . If you still get the error in the Guest mode of your browser, your antivirus or Firewall may be the cause.
3 - Temporarily turn off all antivirus or Firewall software, or try a device without this software (for example an iPad).
If the error stays away, your antivirus or Firewall is probably the cause.
If you still get the error, it may be caused by proxy or VPN connections.
4 - In either case, please ask your IT team to allow websockets for app.graphiteconnect.com
What are websocket connections?
Websockets are connections that allow Graphite Connect to display updates on the page without you having to refresh your browser. Anytime a team member makes a change, or an update is made by a supplier (or customer), your screen will automatically update. This makes it more efficient so everybody has the most up-to-date information at all times.