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:

4. Select the "Chat with an Agent" link buffers and results in an error - An unexpected error was encountered while processing the request

Make sure that the user in Alma has a valid email address in the contact details.

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