Why is ProConnect online CHAT not working?

[garland]

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...

[IntuitGabi]

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. 

[itonewbie]

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.

[garland]

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...

[garland]

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.

[garland]

Chat still not working. Going to have to CALL for help every time. Very strange. Many years with ITO and no problems. I see another user with same problem. He said 1-866# advised many users having same problem with chat. When is intuit going to help?

[IntuitGabi]

@garland I'll follow up for more information in a private message.