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Troubleshooting chat loading in Bevy Virtual

  • Updated

If Bevy Virtual chat stays on a spinning loader and you cannot send or receive messages, your network may be blocking the chat service. Ask IT to allow the chat domain, then refresh the event.

Bevy Virtual chat needs a live connection to Bevy’s chat service. If that connection is blocked, the chat panel can sit on a spinner and never let you send or receive messages. The same chat stack is used in Bevy Virtual Meetup, Bevy Virtual Conference, and Bevy webinar rooms.

Note: This article is for chat that never finishes loading. If chat is missing entirely, or video freezes while chat still works, use the links in the table below instead of changing chat firewall rules alone.

What you are seeing

What you see What it usually means
Chat panel shows a spinning loader and never finishes The browser cannot reach the chat service (common on VPN, corporate firewall, or guest Wi-Fi).
Chat opens with an error asking you to refresh Chat setup failed after a network or session problem. Refresh first; if it returns, treat it like a loading block.
No Chat control, or chat looks empty with no spinner Chat may be turned off for the event, or you need a different fix path. See Troubleshooting steps for attendees.
Video or audio drops, but chat works That is a live-call path issue, not chat loading. See Fix connection issues in live events with relay mode.

Allow the chat service domain

On many restricted networks, chat fails because HTTPS or secure WebSocket (WSS) traffic to the chat API is blocked. Ask your IT or network team to allow connections to:

  • https://chat.stream-io-api.com

They should allow both HTTPS and WSS on port 443 to that host. After the rule is in place, refresh the event page (or leave and rejoin the room) and open chat again.

Tip: You can sanity-check reachability outside the event: open https://chat.stream-io-api.com in a new browser tab on the same network. If the page never loads or your browser reports a blocked connection, chat in Bevy Virtual will not load either until the network allows that host.

Quick checks before you escalate

  1. Confirm you are signed in with the same account you used to register for the event.
  2. Refresh the event page, or leave the room and join again.
  3. If you can, turn off your VPN or switch from guest/corporate Wi-Fi to a normal home or office network, then reopen chat.
  4. Try another browser or a private/incognito window with extensions disabled.
  5. Ask a teammate on a different network whether chat loads for them. If it works elsewhere, the block is almost certainly on your network path.

Still having trouble?

  1. Share the chat domain (https://chat.stream-io-api.com) with IT and ask them to confirm HTTPS and WSS on 443 are allowed.
  2. In the live event, open Help, select Copy support ID, then contact Bevy through Get help in the same Help menu.
  3. Include the support ID, the network you are on (VPN, office, hotel, and so on), and whether chat shows a spinner or a refresh error.

For live video or audio that drops on a restrictive network while chat is fine, see Fix connection issues in live events with relay mode.