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Copy file name to clipboardExpand all lines: articles/azure-web-pubsub/howto-troubleshoot-common-issues.md
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title: "Troubleshooting guide for Azure Web PubSub Service"
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description: Learn how to troubleshoot common issues
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description: Learn how to troubleshoot common issues for Web PubSub
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author: JialinXin
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ms.service: signalr
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ms.topic: how-to
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# Troubleshooting guide for common issues
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This article provides troubleshooting guidance for some of the common issues that customers might encounter. Listed errors are available to check when you turn on `LiveTrace` tool or collect from diagnostics following [Capture resource logs](https://learn.microsoft.com/azure/azure-web-pubsub/howto-troubleshoot-resource-logs).
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This article provides troubleshooting guidance for some of the common issues that customers might encounter. Listed errors are available to check when you turn on `LiveTrace` tool or collect from diagnostics following [Capture resource logs](./howto-troubleshoot-resource-logs).
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## 404 from HttpHandlerUnexpectedResponse
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### Root cause
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This error indicates the `Abuse Protection` request get a `401` response from the registered upstream URL. For me information, see [`Abuse Protection`](https://learn.microsoft.com/azure/azure-web-pubsub/howto-develop-eventhandler#upstream-and-validation).
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This error indicates the `Abuse Protection` request get a `401` response from the registered upstream URL. For me information, see [`Abuse Protection`](./howto-develop-eventhandler#upstream-and-validation).
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### Troubleshooting guide
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- Check if there's any authentication enabled in upstream side, for example, the `App Keys` for a `WebPubSubTrigger` Azure Function is set correctly, see [example](https://learn.microsoft.com/azure/azure-web-pubsub/quickstart-serverless?#configure-the-web-pubsub-service-event-handler).
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- Check if there's any authentication enabled in upstream side, for example, the `App Keys` for a `WebPubSubTrigger` Azure Function is set correctly, see [example](./quickstart-serverless?#configure-the-web-pubsub-service-event-handler).
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- Check upstream side logs to investigate how is the `Abuse Protection` request processed.
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## Client connection drops
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| Reason | Root cause |
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|--|--|
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| Normal | Close by clients |
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| ClosedByAppServer | Close by server triggered Rest API call like [`CloseConnection`](https://learn.microsoft.com/rest/api/webpubsub/dataplane/web-pub-sub/close-connection?tabs=HTTP)|
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| ClosedByAppServer | Close by server triggered Rest API call like [`CloseConnection`](/rest/api/webpubsub/dataplane/web-pub-sub/close-connection?tabs=HTTP)|
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| ServiceReload | Close by service due to regular maintenance or backend auto scales |
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| PingTimeout | Close by service due to client status unhealthy that service doesn't receive any regular pings |
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| SlowClient | Close by service due to clients are not able to receive buffered messages fast enough |
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## ConnectionCountLimitReached
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Web PubSub different tiers have a hard limit on concurrent connection. This error indicates your traffic is beyond the supported connection count. See [Web PubSub pricing](https://azure.microsoft.com/en-us/pricing/details/web-pubsub/) for details.
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Web PubSub different tiers have a hard limit on concurrent connection. This error indicates your traffic is beyond the supported connection count. See [Web PubSub pricing](https://azure.microsoft.com/pricing/details/web-pubsub/) for details.
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