Direct message dialogue with some users are not loading

Community Support
1

Hi.

Description

Direct message dialogue with some users are not loading. Three dots spins, after which the browser prompts you to close the tab because it is not responding. Also, messages from these users are not loaded in channels. This happens on PC or mobile browsers.

On Rocket.Chat mobile app there is no problems.

Clearing the cache, changing the browser, reinstalling Rosketchat does not help.

Rate limiter disabled.

Server Setup Information

  • Version of Rocket.Chat Server: 6.6.0
  • Operating System: Ubuntu 19.10
  • Deployment Method: manual via tar
  • Number of Running Instances: 1
  • DB Replicaset Oplog: ReplicaSet OpLog Enabled
  • NodeJS Version: 14.21.3 - x64
  • MongoDB Version: 5.0.24
  • Proxy: nginx
  • Firewalls involved: no firewalls

Logs at rocketchat when someone tryes to open direct with that users:

Logs

{“level”:35,“time”:“2024-02-12T11:49:36.310Z”,“pid”:6862,“hostname”:“conference-01”,“name”:“Meteor”,“method”:“getRoomByTypeAndName”,“userId”:“yAeE2BtC2dxp9qRMj”,“userAgent”:“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/117.0.0.0 Safari/537.36”,“remoteIP”:“192.168.60.17”,“instanceId”:“bee8c79e-ef4a-4365-ba09-38fbbea0454b”}
{“level”:35,“time”:“2024-02-12T11:49:36.364Z”,“pid”:6862,“hostname”:“conference-01”,“name”:“Meteor”,“method”:“loadHistory”,“userId”:“yAeE2BtC2dxp9qRMj”,“userAgent”:“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/117.0.0.0 Safari/537.36”,“remoteIP”:“192.168.60.17”,“instanceId”:“bee8c79e-ef4a-4365-ba09-38fbbea0454b”}
{“level”:35,“time”:“2024-02-12T11:49:36.393Z”,“pid”:6862,“hostname”:“conference-01”,“name”:“API”,“method”:“GET”,“url”:“/api/apps/externalComponents”,“userId”:“yAeE2BtC2dxp9qRMj”,“userAgent”:“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/117.0.0.0 Safari/537.36”,“host”:“sitename”,“referer”:“sitename/direct/LLWBJbsdyFDMZSa62yAeE2BtC2dxp9qRMj”,“remoteIP”:“192.168.60.17”,“status”:200,“responseTime”:1}
{“level”:35,“time”:“2024-02-12T11:49:36.558Z”,“pid”:6862,“hostname”:“conference-01”,“name”:“Meteor”,“method”:“getRoomRoles”,“userId”:“yAeE2BtC2dxp9qRMj”,“userAgent”:“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/117.0.0.0 Safari/537.36”,“remoteIP”:“192.168.60.17”,“instanceId”:“bee8c79e-ef4a-4365-ba09-38fbbea0454b”}
{“level”:35,“time”:“2024-02-12T11:49:36.785Z”,“pid”:6862,“hostname”:“conference-01”,“name”:“API”,“method”:“GET”,“url”:“/api/v1/users.info?username=durygin”,“userId”:“yAeE2BtC2dxp9qRMj”,“userAgent”:“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/117.0.0.0 Safari/537.36”,“host”:“sitename”,“referer”:“sitename/direct/LLWBJbsdyFDMZSa62yAeE2BtC2dxp9qRMj”,“remoteIP”:“192.168.60.17”,“status”:200,“responseTime”:10}
{“level”:35,“time”:“2024-02-12T11:49:36.795Z”,“pid”:6862,“hostname”:“conference-01”,“name”:“API”,“method”:“GET”,“url”:“/api/v1/video-conference.info?callId=658c01c967ac2e026cfddb2d”,“userId”:“yAeE2BtC2dxp9qRMj”,“userAgent”:“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/117.0.0.0 Safari/537.36”,“host”:“sitename”,“referer”:“sitename/direct/LLWBJbsdyFDMZSa62yAeE2BtC2dxp9qRMj”,“remoteIP”:“192.168.60.17”,“status”:200,“responseTime”:16}
{“level”:35,“time”:“2024-02-12T11:49:36.798Z”,“pid”:6862,“hostname”:“conference-01”,“name”:“API”,“method”:“GET”,“url”:“/api/v1/video-conference.info?callId=65a5430267ac2e026cfdde9e”,“userId”:“yAeE2BtC2dxp9qRMj”,“userAgent”:“Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/117.0.0.0 Safari/537.36”,“host”:“sitename”,“referer”:“sitename/direct/LLWBJbsdyFDMZSa62yAeE2BtC2dxp9qRMj”,“remoteIP”:“192.168.60.17”,“status”:200,“responseTime”:15}

Browser Console

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UPD: Deleting room with that user helps.

1 Like
2

Same issue after update to Rocket.Chat Server: 6.6.0

1 Like
3

I think one thing can try is deleting the room with the problematic user and starting a new one. I don’t know but check if it help solve the issue temporarily until a more permanent solution is found.

4

As I said in my message, deleting helps, but what to do with channels where there is more than one user.

5

From github: Rocket.Chat users can log in but not load conversations on desktop and web, mobile app works fine · Issue #31773 · RocketChat/Rocket.Chat · GitHub