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    Ex Libris Knowledge Center

    Cannot Start a Chat in Higher Education Platform

     

    Question

    I click the 'Chat with an Agent' link, but cannot get through to an agent. 

    There is an endless spinning circle, or a message 'An agent is on the way'.

    How do I get through to Support?

    Answer

    Chat support uses cookies to get your chat through.

    Please make sure that:

    1. You are not using private or incognito mode
    2. Disable browser extensions that control/block cookies, or privacy-related extensions
    3. Third-party cookies are allowed

    Please note that Firefox blocks some cookies by default.

    To allow them, click the Privacy & Security icon next to the address bar an allow the cookies:

    Firefox_cookies_chat.png

     

    If you followed all of the above and your chats are still not going through, please open a Support case by clicking the Submit a Case button to going directly to the Support Portal https://support.exlibrisgroup.com/

     


    • Article last edited: 13-May-2021
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