RocketChat/Rocket.Chat · error · Error

error-room-not-on-hold

Error message

error-room-not-on-hold

What it means

Thrown by resumeRoomOnHold (omnichannel.internalService.ts:94) when the room passed to the resume flow does not have onHold truthy. The method only resumes conversations that are currently on hold, so a room that was never held or was already resumed fails this precondition before any database change.

Solutions

1. Re-fetch the room right before resuming and verify room.onHold === true
2. Make the resume action idempotent in the UI: once a resume succeeds, remove the on-hold state from local room and disable the action
3. Guard server-side callers with an explicit onHold check so only genuinely held rooms are resumed

Example fix

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

// after
if (!room.onHold) {
	// nothing to resume — treat as success or notify the user
	return;
}
await omnichannelService.resumeRoomOnHold(room, comment, agent);

const room = await LivechatRooms.findOneById(rid, { projection: { t: 1, open: 1, onHold: 1, servedBy: 1 } });
if (!room?.onHold) {
	// nothing to resume — chat is not on hold
	return;
}
await omnichannelService.resumeRoomOnHold(room, comment, agent);

const isRoomOnHold = (room: IOmnichannelRoom | null | undefined): room is IOmnichannelRoom & { onHold: true } =>
	!!room && isOmnichannelRoom(room) && room.onHold === true;

try {
	await omnichannelService.resumeRoomOnHold(room, comment, agent);
} catch (e) {
	if (e instanceof Error && e.message === 'error-room-not-on-hold') {
		// treat as already-resumed: refresh room state, no retry
	}
	throw e;
}

When it happens

Trigger: Calling resumeRoomOnHold with a room whose onHold is false or undefined — e.g. double-resume (second click after the first succeeded), a room never placed on hold, or a stale room object fetched before another flow resumed it.

Common situations: Duplicate 'resume' submissions from the client; stale room state after the on-hold flag was cleared by a concurrent resume; automation/server code resuming rooms that are simply open, not on hold.

Understand the failure class

Background: "Invalid state transition" errors: "status must be X, actually Y", "already rejected/charging/uninstalled", "cannot ... while running" — what they mean when a library rejects your call — this error's family across 31 libraries.

Related errors

• error-invalid-inquiry
• error-invalid-room
• error-room-already-closed
• error-room-is-already-on-hold
• error-room-not-served

AI-assisted analysis of RocketChat/Rocket.Chat@b2c16d5842 (2026-08-18). Data as JSON: /api/errors/105cb716d6d4f2e4. Report an issue: GitHub.

Appendix: 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,

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