Troubleshooting Inability to Contact Orion Teams via Contact Us Menu

Oct 6, 2023
Knowledge

Title

Description

all teams are showing as not available during normal business hours. When I click on a team nothing happens.

Body

The Situation: Contact Us appears non-responsive

Example: You click on Contact Us; then you click on a team that is showing in a message-only state (grey envelope) . After clicking on that message-only team, nothing seems to happen.

What you would expect to happen:

You click on Contact Us; then you click on a team that is showing in a message-only state (gray envelope.) After clicking on that message-only team, the message input window below opens on your screen.

What is going on?:

If the message input window does not appear when you click on a message-only team, your browser is very likely blocking our provider.

To troubleshoot:

Check your browser settings to ensure no Pop-Up/Ad Blocker setting is blocking the sites below.
With your IT team, ensure the below sites are not being blocked by your network's firewall. These sites will need to be allow-listed by your team.

Message Input Window:

InAppImage

URL Name

Advisor-does-not-have-access-to-chat-button

Article Owner

Publication Status

Published

Article Total View Count

1,680

Question

How to troubleshoot when the advisor has access to the SME teams in the Contact Us menu but nothing happens when they click on any team.

Chat Answer

Can you have your IT department check to make sure these sites are not being blocked by your firewall: glia.com; salemove.com; orionadvisor.com

Primary Audience

External

Validation Status

Not Validated