Ignite Global Support Home Start a conversation Sign in
Start a conversation
  1. DNN Corp. Customer Support
  2. DNN Articles
  3. Articles

Resolving "dnn-copilot-react.js:395 Failed to Send Message to the Server" Error on EVOQ v.09.13.07

Overview

The error "dnn-copilot-react.js:395 Failed to send message to the server" occurs when enabling the Co-pilot feature using the Ignitech AI key on EVOQ v.09.13.07. This issue is primarily due to network connectivity problems, such as firewall restrictions, and version compatibility. The WebSocket 403 error and syntax errors in copilot.config are significant contributors. Solutions involve verifying endpoint accessibility, clearing cache, upgrading to EVOQ v.09.13.08, and addressing syntax errors. The issue has been escalated for a permanent fix.

Solution

Follow these steps to resolve the error:

  1. Verify Endpoint Accessibility:
    • Use network tools (e.g., curl, telnet) to confirm that Ignitech AI and Co-pilot WebSocket endpoints are reachable from your server.
    • Ensure that your IT/network team whitelists the necessary domains and ports.
  2. Clear Cache & Restart Application:
    • Clear the DNN server cache via Persona Bar > Settings > Servers > Clear Cache.
    • Restart the application via Persona Bar > Settings > Servers > Restart Application.
  3. Upgrade EVOQ Version:
    • Consider upgrading to EVOQ v.09.13.08 or later, as successful Co-pilot tests have been confirmed on more recent builds.
  4. Address Syntax Errors:
    • Back up the file /Portals/_default/copilot.config.
    • Open the file in a UTF‑8 text editor and locate the "loadedScript" value.
    • Replace all literal sequences \\r\\n with nothing to keep the JavaScript on one line.
    • Save the file, clear cache, restart the application, and hard refresh your browser.
  5. Escalation for Permanent Fix:
    • The issue has been escalated to the development team to review the module’s handling of newline serialization for a more permanent fix.

If issues persist after these steps, share the sanitized copilot.config and a fresh DevTools console/network capture for further review.

Frequently Asked Questions

1. How do I verify if the Ignitech AI and Co-pilot WebSocket endpoints are accessible?
Use network tools like curl or telnet from your server to test connectivity to the endpoints. Ensure your IT team has whitelisted the necessary domains and ports.
2. What should I do if I still encounter the WebSocket 403 error after following the steps?
Ensure that the Copilot "Name" matches your site's exact FQDN, including subdomain and port. Verify that you are using the authorized domain and HTTPS if required by your environment.
3. How can I address the syntax errors in copilot.config?
Open the copilot.config file in a UTF‑8 text editor, locate the "loadedScript" value, and replace all \\r\\n sequences with nothing. Save the file, clear cache, restart the application, and hard refresh your browser.
Choose files or drag and drop files
ai_initiated
atlas_studio
kb_automation
Was this article helpful?
Yes
No

  1. Priyanka Bhotika

  2. Posted

Comments