Like most web applications, Sirena relies on internet access to work correctly. However, this access may be restricted or have specific configurations according to the location, Wi-Fi network, computer, and other factors specific to each user.

In this article you can find the most common reasons you would find you have to refresh the page to see new messages, but keep in mind that if the problem is related to some of the settings mentioned above, it is likely that we will not be able to resolve it for you.

Internet access is restricted

  • Verify with your company whether your computer or the Wi-Fi/ internet network has any restrictions. You'll also be able to tell if there are restrictions if you have limited access to social media or other web sites, or if you only have internet access from certain pages.

  • It is important that you work with the appropriate team at your company to ensure that the following URLs have free access to the internet:

    • *.sirena.app

    • *.ably.io

    • *.ably-realtime.com

    • *.intercom.io

    • *.getsirena.com

    • *.herokuapp.com

    • *.zenvia.com

  • It is common for permissions to be restricted when changes are made at the workplace. You can check with your team to find out whether any changes have been made to the infrastructure at your workplace, or whether any new security measures have been implemented, such as antivirus software, firewalls, or any other measures that could restrict certain web sites.

The internet connection needs to be res-established

  • This can happen when you go a long time without restarting your computer, or when there are problems with your internet provider directly. Follow the steps below and check whether the issue has been resolved after each step before moving on to the next one:

    • Restart your internet browser.

    • Restart your computer.

    • Restart your internet modem. If you don't know how, review the documentation from your service provider.

    • Reinstall your browser.

Browser extensions and accessories

  • Some extensions that block ads or control cookies and other internet resources can indirectly block Sirena.

  • Depending on your browser, review the extensions you have and turn them all off. After turning them off, restart your browser and check whether the conversations begin to function normally. If you use Chrome, you can access this feature quickly at chrome://extensions/.

  • If messages appear without the need to refresh after you have turned off all extensions, you can turn them back on one by one to find which of the extensions was causing the problem, and uninstall it.

I can't resolve my issue

If the problem persists after trying the options above, please follow the steps in our article on advanced debugging in the browser console. If you encounter any unusual errors when you are unable to receive new messages, please contact our support team via web.sirena.app and send them to us.

If you aren't able to find a solution for your problem, continue reviewing our documentation or send an email to soporte@sirena.app and our team will be happy to help you.

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