add instructions for debugging websockets. [WPB-23308]#114
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arthurwolf
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Apr 14, 2026
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| * Look for a file whose name starts with “3-4” |
arthurwolf
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Apr 14, 2026
| * Make a note of the full URL. It should point to `nginz-ssl.<domain>` — this is Wire's WebSocket endpoint. If it is pointing elsewhere, note that down. | ||
| * In the detail pane, look for a **Messages** tab (Chrome/Edge) or **Response** tab (Firefox). Select it. | ||
| * You should see a stream of messages being exchanged between the client and the server. At this point the list may be empty or contain only the initial handshake — that is fine. | ||
| * **Wait Patiently.** The backend sends a ping to the client every 30 seconds, and the client responds with a pong. You are waiting to observe this exchange. Allow at least 60 seconds — long enough to be confident you would have seen at least one ping/pong cycle if the connection were healthy. |
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| * **Wait Patiently.** The backend sends a ping to the client every 30 seconds, and the client responds with a pong. You are waiting to observe this exchange. Allow at least 60 seconds — long enough to be confident you would have seen at least one ping/pong cycle if the connection were healthy. | |
| * **Wait Patiently.** The backend sends a ping to the client every 20 seconds, and the client responds with a pong. You are waiting to observe this exchange. Allow at least 60 seconds — long enough to be confident you would have seen at least one ping/pong cycle if the connection were healthy. |
Looked in the browser at the actual ping/pongs, and it looks like the interval is actually 20 seconds for app.wire.com, maybe it's configurable?
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Also I think it's the client not the server that sends this ping (there are actually two pings, one sent by the server every 15 seconds (websocket control frames) and one sent by the client every 20 seconds (application level data messages), the only one you "see" in the browser dev tools is the client-sent one).
For more details see this report: https://gist.github.com/arthurwolf/201c9b64f040ee3680ac3222479450ea
arthurwolf
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Apr 14, 2026
Co-authored-by: Arthur Wolf <wolf.arthur@gmail.com>
julialongtin
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akshaymankar
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Jun 24, 2026
| > NOTE: A healthy connection will show a ping from the server followed shortly by a pong from the client, repeating approximately every 20 seconds. | ||
| * If no ping/pong frames appear after 60 seconds, the connection is either not truly established, or is being silently dropped by an intermediate proxy or load balancer. | ||
| - Note the browser, the backend URL, and any visible error state and report them. | ||
| * Screenshot the Messages/Response tab showing at least one full ping/pong exchange, with the full URL of the WebSocket entry visible. Give a copy to your support team, when you are filing your support ticket. |
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Should also mention to download logs, I think in browsers you have to go to the console tab of the dev tools and click something to download the logs.
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