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. Please reference the following Knowledge Base Article for instructions on how to do this: 000003700 - Unlinking Contact & User Records.

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

3. Link the user to the newly created contact. The following knowledge article describes how to do this: 000018027 - How to Link a Contact to a User Record.

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