What causes "error-visitor-not-found" in RocketChat/Rocket.Chat?

Verify the visitor exists (visitors API / LivechatVisitors.findOneById) before blocking

RocketChat/Rocket.Chat · error · Error

error-visitor-not-found

error-visitor-not-found

Error message

error-visitor-not-found

What it means

closeBlockedRoom resolves the visitor via LivechatVisitors.findOneById(association.visitorId) before closing the associated room; if the visitor document is gone it throws 'error-visitor-not-found'. Contact records can outlive their visitor documents (deletion, imports), producing this during block flows.

Solutions

Verify the visitor exists (visitors API / LivechatVisitors.findOneById) before blocking
Repair the data: re-create the visitor or remove the orphaned contact
If the flow allows, skip room-closing when the visitor is gone

Defensive patterns

Strategy: validation

Validate before calling

import { LivechatVisitors } from '@rocket.chat/models';

const visitor = await LivechatVisitors.findOneById(association.visitorId);
if (!visitor) {
  throw new Error('visitor document missing - repair or skip room closing');
}
await closeBlockedRoom(association, user);

Try / catch

try {
  await closeBlockedRoom(association, user);
} catch (error) {
  if (error instanceof Error && error.message === 'error-visitor-not-found') {
    // orphaned contact: log data inconsistency instead of failing the whole block flow
    logger.warn('contact without visitor', association);
    return;
  }
  throw error;
}

Prevention

Purge or repair contacts whose visitor documents were deleted
Validate visitor existence before block operations that cascade into room closing
Watch retention/cleanup jobs that delete visitors but not contacts

When it happens

Trigger: Blocking a contact whose contact record exists but whose visitor document was deleted; a visitorId copied from another workspace or import.

Common situations: Visitors purged by retention/cleanup jobs while contacts remain; data imports that created contacts without matching visitor docs.

Understand the failure class

Background: 'Could not be found', 'does not exist', 'not found in database': the resource-not-found family when an ID, slug, key, or URI lookup comes back empty — this error's family across 20 libraries.

Related errors

AI-assisted analysis of RocketChat/Rocket.Chat@b2c16d5842 (2026-08-18). Data as JSON: /api/errors/985695e06f666ba4. Report an issue: GitHub.

Appendix: source

Thrown at apps/meteor/ee/server/api/v1/omnichannel/lib/contacts.ts:26

export async function changeContactBlockStatus({ block, visitor }: { visitor: ILivechatContactVisitorAssociation; block: boolean }) {
	const result = await LivechatContacts.setChannelBlockStatus(visitor, block);

	if (!result.modifiedCount) {
		throw new Error('error-contact-not-found');
	}
}

export function ensureSingleContactLicense() {
	if (!License.hasModule('contact-id-verification')) {
		throw new Error('error-action-not-allowed');
	}
}

export async function closeBlockedRoom(association: ILivechatContactVisitorAssociation, user: IUser) {
	const visitor = await LivechatVisitors.findOneById(association.visitorId);

	if (!visitor) {
		throw new Error('error-visitor-not-found');
	}

	const room = await LivechatRooms.findOneOpenByContactChannelVisitor(association);

	if (!room) {
		return;
	}

	return closeRoom({ room, visitor, comment: i18n.t('close-blocked-room-comment'), user });
}

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