Chat for Higher Education Platform Products Troubleshooting Guide
- 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:
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