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    4. Chat for Higher Education Platform Products Troubleshooting Guide

    Chat for Higher Education Platform Products Troubleshooting Guide

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    1. Description
    2. Resolution
    • Product: Cross Product

    Description

    I am trying to use the online chat support service in my Higher Education platform, but am not able to.

    What should I do?

    Resolution

    1. Do you see the chat icon in the persistent menu?

    If chat should be available for your institution - ask your system administrator to provide you the Chat with Support user role. See here for details.

    If the role is not available in your institution, please open a Support case by clicking the Submit a Case button to going directly to the Support Center https://support.proquest.com/

     

    2. Is a chat agent available to chat?

    Chat availability hours are published in the following article - Chat Support Availability

    If no agent is currently available, please open a Support case by clicking the Submit a Case button to going directly to the Support Center https://support.proquest.com/.

     

    3. Click the "Chat with an Agent" link, nothing happens or an endless spinning circle is displayed

    Make sure that:

    • You are not using private or incognito mode
    • Disable browser extensions that control/block cookies, or privacy-related extensions.
    • 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 and allow the cookies:

    Firefox_cookies_chat.png

    If none of the above help, please open a Support case by clicking the Submit a Case button to going directly to the Support Center https://support.proquest.com/

     


    • Article last edited: 20-Oct-2023
    View article in the Exlibris Knowledge Center
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      • Case Priority and How to Select the Correct One
      • Chat Support Availability
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    2. Tags
      1. chat
      2. Support
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