Masseges getting error

Hello Team,
We are using Spark real-time ignite for internal conversation, and we are facing the issue when the user sends a message to another user, and on the receiver side, it shows a line and does not get any messages. Please do the needful to resolve the issue. As well, I have attached a screenshot to better understand my issue


Please do not create duplicate posts. This is identical to Hello we are using spark for internal massages and some time it is give error