Skip to main content

Can't get the live chat to work

Thread needs solution

I have tried to use the Live chat. I have tried in both Firefox and IE 8. I have enabled pop-ups and the pop-up test works and when I start live chat a new Firefox window pops up and connects to "live chat". Then another window opens within the Firefox window that seems to indicate that live chat is starting - I get a blue scrolling bar and it says "loading". that is as far as it gets. I leave it for several minutes but no chat session starts ie where it says "you are now connected to ...live chat...please wait and someone will be with you shortly...or something about how long is estimated before someone replies...or anything like that...just the scrolling bar.

Even if no-one was available I would have thought at least the chat session window would open and it would be a matter of waiting for someone to respond. I have the latest adobe flash player installed. Any ideas?

Do I have to enable it in my firewall or something? Usually everything seems to happen automatically with other chat sites I've used

0 Users found this helpful

No, if the web browser is getting through then the Chat option should also be getting through your firewall.

Which version of Firefox are you using, v16?

It can take up to 15-20 minutes if the suport centre is busy for them to respond, but I don't think that is the cause with your problem as I'm sure it gets to a chat pop up that says Waiting... or similar.

My only suggestion at the moment is to, reboot the PC wait about 20 minutes since your last attempt, then log into your account and start the chat session from there.

I've tried that a few times Firefox is V 18.0.1, latest version. I wonder if it's because even though I have an account & am logged in I don't have any software registered, even a free trial? I tried selecting both "presales enquiry, other" and "technical issues, free trial" but in the latter case there is a drop down box which I expect is meant to show my installation but as I have none there is none. Either way if I try to connect I get nothing.....it's just a bit of a Catch 22 if I want to contact live support to ask questions about downloading the free trial but in order to do so I have to already have downloaded it....it would be nice to even just be able to try out the chat service to know that it works....rather than have to ask volunteers for help*.....this is one side of Acronis Customer support where I think they have let themselves down badly.....I actually managed to find a phone number and rang and was told "oh we just expect people to download the trial and/or the paid version and then if they have problems to contact us and they can always get money back within 30 days.....not very customer-oriented but I suppose it's the way of the world these days.....

(* Naturally, I have nothing against volunteers, but they shouldn't have to do Acronis's work for them)

Well, that could be the case, though it seems a bit weird for presales support, you could always register for the trial, which will result in a serial number being emailed to you, register that serial number and see if Chat bursts into life.

You don't have to download the trial version to get the serial number, though that would be the normal course of events.

Once registered the trial is available for download from your account.

OK, I will probably be doing a download of the trial in the next few days anyhow so will cross that bridge when I come to it. Thank you so much for all your help & support, I do appreciate your time and patience with me. I realise a lot of questions can be answered by trialling the product but I had some questions I wanted to ask to do with licensing before I downloaded the trial, but as I couldn't get support any other way without downloading the trial first, hence I headed to the forums. Plus I couldn't really "trial" it until I got suitable backup media hence my technical questions on the other thread about the external drive etc. Now I understand the licensing and technical issues in trialling the software on one computer but installing it for use on my new one when I buy it, and how I can transfer the backup of my new machine to a different machine if my new computer fails, both technically and from a licensing standpoint, I should be OK to roll once I get some equipment.
:) Thanks heaps!

Hello Everyone,

Thank you for your posts and your help Colin.

ozeannie, could you please send me a private message with screenshots of your steps when you are trying to access our chat support. I will be able to determine the cause for this issue and provide you with additional assistance.

Please let me know if you have additional questions.

Thank you.