I've tried to use live chat a dozen time over the last year, but it never works. I've tried with different machines, different OS, and different browses with no luck. Is this restricted to the US?

Hi Scott,

Thanks for your feedback and sorry to hear the trouble you had. Which forum did you try to open the Chat session and at what time?

Can you please try the link to my original message in this thread to start the live chat? I have updated the link to this and should work.

However, please note that

1) Live chat feature is notrestricted to US - it is available on al GEO's

2) Live Chat is available for some products 24x7, other products 24x5, and yet others 9x5.  The Live Chat landing page shows the hours of operation for each service line once you pick it from the pull-down.

3) If all the agents are busy or no agent is available, chat session will not start - you may need to try again.

Thanks,

Sandip

I use the link on powerlink, and always get this error. I must admit I've never followed up, as it suggest below.

ERROR CODE:2

We encountered an unexpected error while starting a Live Chat session. To help us better understand this issue, please send an e-mail to support@emc.com. Please include the site and product details you chose for Live Chat.

Please try again later or contact EMC Customer Support for assistance by calling:

US: 1-800-782-4362
Canada: 1-800-543-4782
Worldwide:++1-508-497-7901

We apologize for the inconvenience.

Hi Scott,

there's a knowledgebase article which describes that issue, emc196174.  It mentions there is a quick fix to the issue once you contact support@emc.com.  Give it a go and hopefully they'll have it fixed for you quickly and you can get the benefit of the Live CHAT tool.

I have had a mixed bag with Live Chat.

• I did not appreciate getting all the strong suggestions to use it when calling in to get my powerlink account set up (therein a nightmare) and Customer Service is hidden from the navigation tree via the phone.
• I strongly recommend LC over telephone because when I have reached a tech agent, I cannot understand him/her.
• I've been kicked out just now from using LC and told to call via voice. I've since put in a SR and am waiting to hear.

EMC really does a fine, fine job of getting help nearly impossible for new customers.

The chat is not working.

Hi All,

I am facing issue when I try to use Live chat.

I want to discuss about EMC Documentum Taskspace but I am not able to start the chat,

I am getting as below,

I am getting "Select from the Install Base"  having empty list

Also I am not able to enter anything in "From list of EMC Products"

Whet I need to do ?

Can any one please help ?

Thanks

MV

Me too facing the same issue. Can someone from emc support look into this?

Hello MV,

We have looked at your issue and suggest trying the following.

Try selecting "Documentum Content Server" from the live chat product selection page.

On the pre-chat form or landing page selected "From list of EMC Products"

Type "C"

"Content Server" should appear, select this.

If you have any further questions let us know.

Thank You,

Devin

Hi Devin,

Thank you so much. It worked now.

Thanks again,

MV