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‎07-17-2020 11:40 AM

HP Recommended
Product: HP Envy Convert. Notebook X360 Product#1KS90UA#ABA
Operating System: Microsoft Windows 10 (64-bit)

PLEASE HELP!  I CANNOT COMMUNICATE WITH YOUR VIRTUAL AGENT BOTH WITH POPUP ENABLED AND DISABLED

 

I've been having issues with the virtual agent function- first- I had a popup blocker on- which was never an issue as I'd click - CLICK HERE' and it would open a separate version of virtual agent.  I then started getting the same message - Support Session Cannot be started. SO, I allowed the web address in my popups.  At this point, it did not require a pop-up window but I still got the same message ' Support session cannot be started'.  My warranty is good until Jan 31 2021. 

 

This started about a month ago, but I just added the popup address in my allowed popups and got the same message today. 

 

LiveAgentChatIssue.JPG

I rely on my communication with your virtual agents!  What is going on?  See attached picture, please!

 

TeknoDiva

3 people had the same question
4 REPLIES 4

‎07-18-2020 03:47 AM

HP Recommended

Hi @TechDiva

 

Welcome to the HP Support Community. I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact.

 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

 

If you are unfamiliar with how the Community's private message capability works, you can learn about that here:

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

 

Thank you for visiting the HP Support Community.

KUMAR0307
I am an HP Employee

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‎07-20-2020 09:38 AM

HP Recommended

This is still happening and has been going on for at least a couple of weeks, can someone please priority flag this issue?  I've downloaded log-me-in and added my pop up blocker to allow the virtual agent through and I am still getting this message.

 

I RELY ON THE VIRTUAL AGENT, as a lot of people do - KINDLY FLAG THIS AS A PRIORITY ITEM.

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‎07-26-2020 02:42 PM

HP Recommended

Today's date is 7/26/2020 and this IS STILL HAPPENING, and I have had NO FOLLOW UP.  PLEASE HELP!

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‎08-16-2020 03:45 PM

HP Recommended

I'm having the exact same issue and have been for a couple of weeks.

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