Why is ProConnect online CHAT not working?

Forum|Forum|2 years ago
January 31, 2024
2 replies
8 views

I've used ITO for years... so far, NO online Chat! I have tightened up my online security measures, but I'm signed in, all other tax return prep is working aok, not using vpn, emptied cache & cookies, tried both Chrome & Edge browsers. Still NO ONLINE CHAT! Says I am signed in with "Expert", i ask question, and it says "not sent". i called the 1-800# yesterday, and they have no answers for me. All this worked fine last year with the same computer (PC windows Pro, Norton antivirus) Any ideas? geez...

This topic has been closed for replies.

A

Anonymous

Can you share a screenshot of the error for the Assistant you're seeing?

In the meantime, what's your question? Someone on the community might be able to point you in the right direction.

G

garlandAuthor

Level 3

Here's what i see when going to CHAT. tried this on an iPad - same result. tried on an iPhone using cell data (no wifi) and same result. geez...

G

garlandAuthor

Level 3

ITO Chat still not working… tried iPhone on cellular, no go. Removed all Comcast advanced security, no go. iPhone on cellular has no Norton antivirus & no vpn. Setting on Safari on cell allowed all cookies and other security protocols - still not working. 1-800 ITO help was no help. Still doesn’t work.

itonewbie

Level 15

I tried just for you. No problem getting through to an "Expert". Honestly, I am impressed how fast I got connected, probably within 1 minute, almost without any wait time.

The unfortunate thing is, no one here will be able to tell you why. It's just that this is not a problem others are reporting and it'd look like this is an isolated problem related to your network/computer/security setup.

Did you try using a different machine with a different setup or on a different platform? This could give you a clue what may be causing that. If you still have problems, you will need to have an IT person diagnose for you locally - this is generally not something Intuit will support.

Good luck.

---------------------------------------------------------------------------------Still an AllStar

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