---
title: "Why is the Conversation Timeline is showing ‘The conversation history could not be loaded’?"
slug: "why-is-the-conversation-timeline-is-showing-the-conversation-history-could-not-be-loaded"
description: "If the Conversation won't load because of the error \"the conversation history could not be loaded,\" this is typically caused by an intermittent or unstable internet connection."
updated: 2026-05-04T16:17:03Z
published: 2026-05-04T16:17:03Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why is the Conversation Timeline is showing ‘The conversation history could not be loaded’?

If the Conversation won't load because of the error "the conversation history could not be loaded," this is typically caused by an intermittent or [unstable internet connection](/docs/why-am-i-getting-an-unstable-internet-connection-error).

- If you're working from home and have other devices streaming (Netflix, video games, etc.), reduce your internet usage to create more bandwidth for your computer.
- If you are working from home, if possible, try to connect your computer via ethernet to a switch or router instead of over wifi.
- Run a [network test](https://help.gladly.com/docs/working-from-home-requirements/) to ensure and confirm the stability of the internet connection.

There are rare instances where the error stems from a database issue that necessitates review by Gladly Support. If the network problem can be excluded as the reason, contact Gladly Support.

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.