Question

Support chat isn't opening?

Support Site

Updated May 13, 2020

asked on May 13, 2020

Hello!

This is definitely an issue with my machine... somewhere.... but I have no idea where. I cannot open the support chat from my machine. I've tried in Chrome and Edge, but neither of them work. Normally, I can click on Live Chat, and be greeted with a little windows asking for me to complain very loudly, which I oblige. Lately though, I get no such window. I can click the button all day long, and not get the window to show. Same behaviour on Edge. If I'm in a support case, the Start Chat button is disabled. That said, I can remote onto other machines and start chats from there.

I've obviously tried clearing caches and restarting the computer, but I can't imagine anything has changed so drastically with my settings that I wouldn't have done myself, you know? Any ideas would be awesome.

Thanks!

Peter

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Answer

SELECTED ANSWER

replied on May 13, 2020

Hey Alex,

I restarted my computer again, and opened up the support site, but the Live Chat still wouldn't load. I checked the developer tools in Chrome, and found a few resources failed to load. I also checked the Chat Now button in a ticket (which was still disabled). Looks like there is a variable that disables the button when it thinks there is a chat window already open, and I had that triggered somehow on a fresh restart.

Anywho, when I clicked on the Live Chat button with the dev tools open, it opened the window all of a sudden, but didn't load the contents. I added a whitelist exception to secure.livechatin.com in my DNS ad blocker, then the page loaded. I guess when it rebuilt the gravity on Sunday, livechatinc got caught in the blacklisting.

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Replies

replied on May 13, 2020

Hi Peter,

It's unclear what the issue is as I do see the chat you started and it has been picked up already, though you haven't responded yet.

Regards

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View 1 previous reply

replied on May 13, 2020

Hey Alex!

As a workaround, I'm needing to remote into different servers to start a chat there instead. Unfortunately, my connection to those servers is proving unreliable, and they are disconnecting at random intervals. This closes the remote session, and leaves the processes (including the open chat) orphaned. So that chat that you see opened? I can't actually get back to it, and I'll need to start another. And there is a pretty good chance that the next one I start will end up getting disconnected without warning as well, which I'm sure is as frustrating to me as it is to you.

I'm having a pretty rough day with trying to fix things, as it turns out. Thanks for the quick reply though, I'd really like to get this sorted.

Regards,

Peter

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replied on May 13, 2020

The chat button is just a few lines of JS that opens a pop up window and that hasn't changed. I don't know why it would've stopped working from your PC specifically while it still works when you use other PCs.

Do you have any third party browser plugins that may be conflicting? Try opening your browser in safe mode and see if that makes a difference. Do you have any A/V or other network monitoring tools that might be intercepting HTTP traffic and causing an issue?

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replied on May 13, 2020

That's the strange part, it usually works just fine. I haven't changed my network, browser plugins, or anti virus pretty much ever. I do use a network wide DNS ad blocker, but it worked with that enabled before, and I did try to disable it as a test, which was unsuccessful.

Maybe I'll try it with developer tools open to see if the script is running, or if it's crashing out for some reason. Worst case, I'll need to install Firefox, I suppose. I've found the support site really works well in Firefox, unless you need to add files to a case, then Chrome works better.

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SELECTED ANSWER

replied on May 13, 2020

Hey Alex,

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Support chat isn't opening?

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