Why are my messages or conversations not loading on Alignable?

Hello! Some users have reported issues with viewing their messages within the Alignable app. Within this article, we have provided helpful information and resources to help you troubleshoot the issue.

If you are experiencing this issue, you will see a screen as seen below:

Screen_Shot_2019-06-27_at_3.21.49_PM.png

Note

If you're trying to learn how to send a message instead, check out this helpful article:
How do I send a message to businesses on Alignable?

Possible reasons for why your messages may not appear:

  • Reason #1: Your internet connection is running slow.

    - We recommend double-checking your internet connection. At times, the messages page can take a few seconds to load and having a slow internet connection can impact the site's ability to load your message threads.

    - Try to refresh the page if necessary. If the problem persists, contact your community manager here.

  • Reason #2: Alignable messages are being blocked by your Internet service provider (ISP).

    If you continue to have issues loading your message threads and did not have success solving the issue with the solutions above, a block may have been put in place by your ISP over the server where Alignable messages are stored.

    Consider the following: Where are you trying to access your messages from? A company computer or work internet connection? Try using a mobile device or home connection instead.

    If using another internet connection does not work, contact your ISP directly.

    Messages sent on Alignable are currently kept on a secure Google server, separate from the rest of our site. This means that while the rest of the site may load, your messages may not. By providing the appropriate server name/URL - Your ISP should be able to whitelist the Messages domain. This will allow messages to load going forward.

    Here's the domain that must be whitelisted: https://firestore.googleapis.com/ By providing the above information, your ISP should be able to resolve this issue.

  Still need help?

If you have any questions about this process, please contact your Community Manager here: https://www.alignable.com/biz/messages/alignable

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