Chat connection problems?

If you're seeing a "Chat is offline. Reconnecting..." message when sending a Ping or chatting in a project, a bug in certain versions of Safari is likely the cause. It affects how Safari handles WebSocket connections, the technology Basecamp uses for real-time chat.

The fixes below walk through two steps: restarting first, then disabling the specific Safari setting if restarting doesn't help.

On iPhone or iPad (iOS/iPadOS)

Step 1 — Restart the app

Force close the Basecamp app, then reopen it.

Step 2 — Disable NSURLSession WebSocket

If restarting doesn't work:

1. Open the Settings app
2. Scroll down and tap Safari
3. Scroll to the bottom and tap Advanced
4. Tap Experimental Features
5. Find NSURLSession WebSocket and turn it off
6. Force close and reopen Basecamp

On Mac (macOS)

Step 1 — Restart Safari or the desktop app

Quit Safari or the Basecamp desktop app fully, then reopen.

Step 2 — Disable NSURLSession WebSocket

If restarting doesn't work:

1. Open Safari and go to Settings (or press ⌘,)
2. Click Advanced and check Show features for web developers
3. Click Develop in the menu bar
4. Hover over Experimental Features
5. Find and uncheck NSURLSession WebSocket
6. Quit and reopen Safari or the desktop app

[[SCREENSHOT: Safari Develop menu showing Experimental Features > NSURLSession WebSocket unchecked]]

If this does not work, contact our support team.