Rocket.Chat users can log in but not load conversations on desktop and web, mobile app works fine

[vandojose]

Description:

Hello,

We are encountering a persistent issue with Rocket.Chat where certain users are able to log in but cannot access any conversations on both the web browser and desktop application. The interface remains stuck on the loading screen indefinitely. Interestingly, the mobile app functions without any issues for these same users.

Steps already attempted without success include:

• Clearing browser and app cache
• Trying different devices and browsers
• Checking server status and logs for errors
• Ensuring all users are on the latest version of Rocket.Chat

This problem seems to affect only a specific subset of users, with no clear pattern yet identified regarding their accounts or settings. The majority of our company users are not experiencing this issue.

Any insights, suggestions, or solutions to resolve this specific loading issue would be greatly appreciated. Thank you in advance for your support and assistance.

[6bIBAET]

We have a similar situation. Some users cannot open dialogs - the message history does not load. In our case, 3 dots spin, after which the browser says that the tab is not responding and offers to close it. Deleting the dialogue through the admin panel helps, but this is not a solution. 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 in attachment

rocketchat log.txt

[killapop]

We have a similar situation as both @vandojose and @6bIBAET and have also tried various combinations of browsers, device app on different OSs in our team.

We are running on debian 12. Deployment info:

Version: 6.6.1 (Community) Apps Engine Version: 1.41.0 Node Version: 14.21.3 Mongodb Version: 5.0.24 (oplog enabled) nginx proxy

[hackbard-sealion]

The certain users that have the problem, are they admin by any chance? https://github.com/RocketChat/Rocket.Chat/issues/31893

[killapop]

hi I found a fix to our problem after a bit of digging around. turning off gzip in the nginx conf did the trick for us.

server {
    listen 443 ssl http2;
    ....
    gzip off;
    proxy_max_temp_file_size 0;    
    ----
}

now it works for everyone as expected in browsers and desktop apps.

thanks everyone.

Edit: also set proxy_max_temp_file_size to 0

[killapop]

The certain users that have the problem, are they admin by any chance? #31893

not only admin, in our case it was all roles.

[hackbard-sealion]

The certain users that have the problem, are they admin by any chance? #31893

not only admin, in our case it was all roles.

Unfortunately not a solution for my problem, but glad you got yours sorted out!

[6bIBAET]

hi I found a fix to our problem after a bit of digging around. turning off gzip in the nginx conf did the trick for us.

server {
    listen 443 ssl http2;
    ....
    gzip off;

    ----
}

now it works for everyone as expected in browsers and desktop apps.

thanks everyone.

This didn't solve my problem

[killapop]

hi I found a fix to our problem after a bit of digging around. turning off gzip in the nginx conf did the trick for us.

server {
    listen 443 ssl http2;
    ....
    gzip off;

    ----
}

now it works for everyone as expected in browsers and desktop apps. thanks everyone.

This didn't solve my problem

I failed to mention I also set proxy_max_temp_file_size to 0... will update my answer above

[6bIBAET]

hi I found a fix to our problem after a bit of digging around. turning off gzip in the nginx conf did the trick for us.

server {
    listen 443 ssl http2;
    ....
    gzip off;

    ----
}

now it works for everyone as expected in browsers and desktop apps. thanks everyone.

This didn't solve my problem

I failed to mention I also set proxy_max_temp_file_size to 0... will update my answer above

Nope, still not work Maybe something else has been added?

[killapop]

did you restart nginx server?

[6bIBAET]

did you restart nginx server?

Certainly))))))

[killapop]

did you restart nginx server?

Certainly))))))

sorry had to ask ;) missed it in my prev comment

[spl0k]

I had the same issue since upgrading from 6.5.2 to 6.6.2, and this isn't linked to the users' roles. Thank you @killapop for pointing in the right direction, this was caused by the gzip compression.

As I am running RocketChat behind an Apache reverse proxy (using this kind of configuration) I had to enable the mod_headers module and add RequestHeader unset Accept-Encoding to the virtual host configuration. Any other mean to disable the compression didn't yield any result.

[6bIBAET]

After reading the previous comment, I revised the Nginx config and added to

gzip off;
proxy_max_temp_file_size 0;

the following to the line:

proxy_set_header Accept-Encoding "";

After nginx restart everything started working. Thanks.

[kirayamatosf]

May I know I installed RocketChat through snap. How can I fix this problem ?

[IgorOhrimenko]

The hack on the nginx does not fix problem, I downgrade to 6.5.4 and problem was gone.

[unwnstr]

I had the same problem. It has really undefinable roots. Here are some of my observations: (server version 6.6.5, docker, windows clients):

1. Problem occurs only if you open workspace info page at admin panel and possibly click refresh.
2. Problem occurs not immediately, but after 15-30 min after first action.
3. Problem affects both desktop client and web client, also it persists even if you log in as another non-admin user on the same pc.
4. Problem persists in any browser, incognito mode, etc, until you reboot client pc.
5. Client PC reboot solves problem.
6. There is no any corresponding errors in console log.