Problem

Users are receiving the following error message when they are trying to initiate Live Incident Chat on the Manager Portal in Everbridge Suite:

An error occurred during initializing chat! Please check your network and refresh the page or switch to another browser to try again.

Root Cause

A root cause has not been identified at this time.

Solution

An Administrator with user management permission will need to:

1. Remove the link between the affected user and current contact record. 

2. Create a new contact record for the user manually or via upload.

3. Link the user to the newly created contact. 

4. Now, when initiating Live Incident Chat, the error should be gone and will function as intended.