Live chat disappeared from landing page

[NvanSpaandonk]

Hi all,

We have been using a free Hubspot landing page with the Hubspot live chat for about a year now. Since 2 days ago the chat has completely disappeared from the landing page.

I have tried as much as disabling/enabling chat flows, republishing landing pages, cloning, but nothing seems to be of help.

Are there any other similar cases recently? Some help would be much appreciated as we use this chat every day.

Thanks all in advance!


UPDATE 04-10-21: The live-chat is working again! It was offline for 4 days in total until it magically worked again over the weekend.

[NvanSpaandonk]

I have no solution yet. Anybody that has any idea? 🙂

[rlopez]

Hi @NvanSpaandonk 🙂

Can we see this URL? Is it online?

Regards,

[NvanSpaandonk]

Hi Rafael,

Thanks for your prompt reply.

Link: https://eu-bluestarinc.hubspotpagebuilder.com/bluestar-pre-sale
This is not supposed to be a page for the public... Only for internal use. 🙂

Thank you in advance!

[rlopez]

Hi @NvanSpaandonk 🙂

As I can see, when you try to load de chat widget you get the error "One of the messagesUtk, the identificationToken, or membershipCookie must be present". I think that you maybe have cookies problems.

If you load the landing page the first time, you don't have the opportunity to accept cookies. Is it all ok with this? Did you change the cookies setting in your HubSpot portal?

Regards,

[NvanSpaandonk]

To add to my previous message, i have tried accessing the webpage from multiple browsers, deleting all cookies and cache etc. which did not seem to resolve the issue so i can't imagine that this is a cookie issue right?

[rlopez]

Yes, I suppose that changing the browser, deleting cookies, etc... doesn't affect the problem. Let's continue investigating 😛

[NvanSpaandonk]

Hi Rafael,

I have made 0 changes to anything. The last time i made any changes was months ago.
I always had the cookie message disabled.

Hope you have any idea what to do 🙂

[rlopez]

Ok @NvanSpaandonk, no problem.

I know it's obvious, but I have to ask:

• Can you show us a shot of the targeting tab in the chat settings?
• Can you show us a shot of the "Chat display behaviour" section in the display tab?
• Can you show us a shot of the "Availability" section in the options tab?

Regards, 

[NvanSpaandonk]

Hi Rafael,

1. I think you refer to the "Target" tab at the chatflow? See below.

2. See below.

3. See below.

Hope that helps 🙂

[rlopez]

Thanks for the pictures, @NvanSpaandonk 🙂

In relation to the captures, if the complete condition in the "target" tab is right, I think that everything is ok.

But... as I said in the beginning, there's an error:

If I click that URL I can see the error "One of the messagesUtk, the identificationToken, or membershipCookie must be present", so I think that the problem is this, but I don't know how to solve it.

Sorry,

[NvanSpaandonk]

Hi Rafael,

I appreciate your time. Do you perhaps know someone who could potentially have a look?

Thank you in advance!