Chatbox autorefresh is not working.

Hi. I hope that you can help us with this issue. Recently some of our users are complaining about chatbox. The autorefresh doesn't work and they have to refresh the website to check on new messages. Unfortunately, we don't know what causes the problem. Maybe it's some issue with javascript? But only some people are struggling with that and still it's a huge inconvenience. The other thing is that sometimes user just has to log in to his/her another account and the chat works normally, so we guess that it's not a browser issue. We already tried to deactivate the chatbox and activate it once again and it didn't work. We would be really grateful if you help us find a solution.

Forum url: https://haraedo.forumpolish.com
Browser: Opera GX, Google Chrome
When This Problem Started: about a week ago

hello

did the users try to clear browser cookies and retry?
did you try to deactivate the javascript and retry?

Yes, both things were done with no result
it's very strange that the problem appears only on some accounts.

So this only occurs to users with Chrome and Opera?

Yeah. Based on what they said, most of our users have either google or opera
but the thing is that one of them switched account constantly using opera and chatbox on that other account worked normally, like... idk there was some bug on her main account.
the same person, the same browser I don't know if that makes any sense

edit:
i had an opportunity to use one of this bugged accounts since it belongs to my friend and i can confirm that autorefresh stopped working after I logged in-

hi, it's been a few days and we still have the same problem. have you got any ideas?
like i said, it appears only on few accounts, it's not browser issue, so we don't know what causes it

The problem is we can't recreate the problem our end I have tested this on my own 3 forums and on my test forum and don't see the same problem.

I think this could be a problem with your members computers.

Can you ask your members the following:
when they log in to the forums are they allowing the cookies?
Is this problem showing on a laptop, computer, tablet, Phone?
Is the browsers up to date?
What #Operating System are they using ? (Windows 7, 8, 10, 11, Apple)

I hope this doesn't sound dumb but whenever I had an issue where something is not quite updated or refreshed, I use keyboard shortcut Shift+F5. It forces page to reload regardless cached content. Please let me know if this simple trick helped.

Okay. they allowed cookies, cleared them, they tried with shift+F5, cause even i thought that it can help, but it didn't
i said that it somehow affects like... 3 accounts? at least i know about 3 for now. browser and operating system have nothing to do with it. but they're using google and opera and windows 10 and 11.
i also said that i logged in one of that accounts on my own computer and chatbox which worked perfectly on my own account, suddenly stopped refreshing on that "bugged" account, after i logged back in my account it started working again. it doesn't matter which browser they are using – on that few accounts autorefresh is blocked everywhere, even on moblie browsers, even on the other computer in totally different city and that's the problem

i know that 3 accounts don't sound so scary, but we want to find a solution to that, because it's troublesome for our users

When this happens, are there many members using the chatbox at the same time?

I have ran a tests again on two browsers and as you can see it's really fast my end no delay at all.
and mine is heavily coded with CSS and JavaScripts
The problem is if we can't show the problems our end we can't work out what is wrong with it. we need to see the problem on our end.