RocketChat/Rocket.Chat · error · Error

error-room-not-on-hold

Error message

error-room-not-on-hold

What it means

Thrown by resumeRoomOnHold when `room.onHold` is false. Resume is only meaningful for a held chat; calling it on a chat that is not on hold is a no-op that the service rejects. The check runs after the open check and before reading servedBy.

Source

Thrown at apps/meteor/ee/server/local-services/omnichannel.internalService.ts:94

	async resumeRoomOnHold(
		room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'servedBy'>,
		comment: string,
		resumeBy: Pick<IUser, '_id' | 'username' | 'name'>,
		clientAction = false,
	) {
		this.logger.debug({ msg: 'Attempting to resume room on hold', roomId: room._id, userId: resumeBy?._id });

		if (!room || !isOmnichannelRoom(room)) {
			throw new Error('error-invalid-room');
		}

		if (!room.open) {
			throw new Error('This_conversation_is_already_closed');
		}

		if (!room.onHold) {
			throw new Error('error-room-not-on-hold');
		}

		const { _id: roomId, servedBy } = room;

		if (!servedBy) {
			this.logger.error({ msg: 'No serving agent found for room', roomId });
			throw new Error('error-room-not-served');
		}

		const inquiry = await LivechatInquiry.findOneByRoomId(roomId, {});
		if (!inquiry) {
			this.logger.error({ msg: 'No inquiry found for room', roomId });
			throw new Error('error-invalid-inquiry');
		}

		await this.attemptToAssignRoomToServingAgentElseQueueIt({
			room,
			inquiry,

View on GitHub (pinned to f9d3ec372b)

Solutions

1. Drive the Resume button off room.onHold === true and disable it after the first click.
2. Re-fetch the room before resume and treat onHold === false as 'already active' rather than erroring.
3. Listen for the room-changed notification that flips onHold and update the UI immediately.

Example fix

// before
await omnichannelService.resumeRoomOnHold(room, comment, user);

// after
if (!room.onHold) {
  return { alreadyActive: true };
}
await omnichannelService.resumeRoomOnHold(room, comment, user);

if (!room.onHold) return { alreadyActive: true };
await omnichannelService.resumeRoomOnHold(room, comment, user);

function isHeldRoom(room: unknown): boolean {
  return !!room && (room as any).onHold === true;
}

try {
  await omnichannelService.resumeRoomOnHold(room, comment, user);
} catch (e) {
  if (e instanceof Error && e.message === 'error-room-not-on-hold') return;
  throw e;
}

When it happens

Trigger: Calling resumeRoomOnHold on a room whose onHold is false (an active or queued chat that was never held, or one already resumed by another action).

Common situations: Double resume (user clicks Resume twice); a held room was auto-resumed by a visitor message and the agent's stale UI still shows it as held.

Related errors

• error-room-is-already-on-hold
• error-room-already-closed
• error-unserved-rooms-cannot-be-placed-onhold
• This_conversation_is_already_closed
• This_conversation_is_already_closed

AI-assisted analysis of RocketChat/Rocket.Chat@f9d3ec372b (2026-08-12). Data as JSON: /api/errors/105cb716d6d4f2e4. Report an issue: GitHub.