What Happened to Live Chat?  

RE: What Happened to Live Chat?

Posted by: @david-r-campbell

I'm not compromising my security because they're lazy. 

This should always be the response to such a suggestion!

RE: What Happened to Live Chat?

Is there any progress on this issue? The chat still isn't working on the latest browsers like Firefox, Chrome, and Edge.

RE: What Happened to Live Chat?

Oddly chat works on My BRAVE Browser (which is based on Chrome), but it doesn't work on my Chrome session

I will report to Prusa

Joan

RE: What Happened to Live Chat?

Did you reject Cookies? 

RE: What Happened to Live Chat?

Nope.  In fact I did a total cache & cookie flush in Chrome/Firefox/Edge.

Posted by: @joantabb

Did you reject Cookies? 

RE: What Happened to Live Chat?

Hmmm ..

Ok  prusa are looking into this issue.i didn't reject cookies either. And I had the issue with chrome. But not with brave...

RE: What Happened to Live Chat?

I see the chat icon and can open the chat dialog (where I am asked to enter my contact and printer details) -- on Firefox, Chrome, and Edge, all running current versions under Windows 11. I have not tried to actually open a session though.

Does the problem only occur at a later point, or does this already constitute success? If you can't get that far, there must be something else at play, not just the browser version.

RE: What Happened to Live Chat?

When I go to the contact page, I see a button with 'start chat session.' When I click it, nothing happens. Nothing is displayed, no icon appears. I checked this on Windows 10, using Firefox and Edge. Out of curiosity, I went on Android and tested it on the Firefox and Chrome browsers, and unfortunately, I couldn't open the chat.

RE: What Happened to Live Chat?

I have a Windows 11 computer and opened Firefox in private mode (a clean session), and unfortunately, I still couldn't open the chat. The only version that has worked for me so far is on Windows 10 using the Brave browser.

RE: What Happened to Live Chat?

Hey everyone. We're having some reports of the chat not working but we are having a really hard time figuring out what the actual cause is. One thing that we have confirmed for now is that if you have cookies disabled, then the chat pop-up does not appear. If you have any more feedback, please let me know.

In the meantime, if you need to connect to chat urgently, you can also connect via this direct link: https://direct.lc.chat/9644675/  

RE: What Happened to Live Chat?

Thank you! The direct link seems to work well.

RE: What Happened to Live Chat?

I can confirm that the direct link works after creating exceptions in firefox for lc.chat domain at least.

RE: What Happened to Live Chat?

The live chat option was scaled back,  it’s not always available anymore and depends on support capacity. These days most cases are handled through email or the helpdesk system. If you don’t see chat, it usually means agents aren’t available at that moment. Not as quick as before, but email is still the main channel now.

RE: What Happened to Live Chat?

@prusa, I think the problem could be related to your "Do Not Sell or Share My Personal Information" pop up in the lower left corner.  If I select the checkbox and save that setting... The Live Chat (in the bottom right corner) no longer appears the next time I visit your website.  However, if I never answer that "Do not sell..."  setting, then Live Chat continues to work.

As a side note, when I answer and save my privacy to "Do Not Sell..." it also breaks the buttons in this forum.  Buttons such as "like" or "reply" no longer work either.

I have also completely reset my Browser security settings to default out of the box.  And retested this against your "do not sell" popup.

I hope this helps track it down.

RE: What Happened to Live Chat?

If only Prusa listened in on these forums ... 

RE:

I hate to suggest this, but this resolution works when you need to enable chat on Firefox:

Temporarily disable Enhanced Tracking Protection for Prusa's site:This should allow the blocked scripts to load without turning off the feature everywhere.

• Go to the Prusa website (e.g., https://www.prusa3d.com/ or the specific page where chat should appear, like their shop or contact page).
• Look at the address bar. There's a shield icon on the left side (it might be gray or purple if ETP is active). Click it.
• Toggle off "Enhanced Tracking Protection" for that site (it'll say something like "Turn off for this site").
• Refresh the page (F5 or Cmd+R) and see if the chat popup appears. It might take a few seconds to load, as noted in the forum. If it works, you can re-enable ETP later via the same menu or Firefox settings (about:preferences#privacy). For more on ETP: https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop.

When you're done with chat re-enable Enhanced Tracking Protection.

RE: What Happened to Live Chat?

To Prusa's Development Team

Your live chat feature, powered by third-party scripts like cdn.livechatinc.com, is being blocked by Firefox's Enhanced Tracking Protection (ETP) and similar privacy tools in browsers like Edge, as reported in your forum thread. This issue, ongoing since at least September 2018, also involves scripts from services like Cloudflare Insights, Reddit, Bing, Twitter, Clarity, and LinkedIn, which are flagged as trackers. Additionally, some users report a React-related JavaScript error ("React has blocked a javascript: URL"). Below are actionable steps your development team can take to resolve this internally, ensuring users can access the chat without disabling their browser's privacy protections. Each suggestion includes a brief explanation for clarity, respecting that your team may not be familiar with all privacy-related nuances.

1. Host Chat Scripts Locally or Use a Privacy-Friendly ProviderIssue: The live chat relies on third-party scripts (e.g., https://cdn.livechatinc.com/tracking.js), which ETP flags as tracking content due to its association with analytics or cross-site data collection.Solution: Host the essential chat scripts on your own domain (e.g., https://www.prusa3d.com/scripts/chat.js) instead of pulling from livechatinc.com. This bypasses tracker lists, as browsers like Firefox won't block first-party scripts (those served from the same domain as your site). Alternatively, switch to a chat provider with minimal or no tracking, such as Tawk.to or open-source options like Rocket.Chat, which you can self-host.Implementation: Update your website's backend to serve the chat JavaScript directly. If using LiveChat, work with their support to configure a non-tracking version or explore their documentation for local hosting options. Test with Firefox in Strict mode to confirm.
2. Remove or Replace Non-Essential Tracking ScriptsIssue: Your site loads multiple third-party scripts (e.g., ads-twitter.com, bat.bing.com, snap.licdn.com, clarity.ms, redditstatic.com), which ETP blocks as social media trackers or ad-related content. These may not be critical to chat functionality but contribute to the page being flagged.Solution: Audit all third-party scripts on pages with the chat feature (e.g., shop or contact pages). Remove non-essential ones or replace them with privacy-respecting alternatives (e.g., swap Microsoft Clarity for Matomo, a self-hosted analytics tool). If analytics are needed, ensure they are optional and load only after explicit user consent via a cookie banner.Implementation: Use a tool like Webpack or your CMS (e.g., WordPress, if applicable) to review script dependencies. Check each script's purpose and remove those unrelated to core functionality. Update your Content Security Policy (CSP) to restrict third-party domains.
3. Fix CORS and Integrity Issues with Cloudflare ScriptsIssue: Logs show a Cross-Origin Resource Sharing (CORS) error and a Subresource Integrity (SRI) hash mismatch for https://static.cloudflareinsights.com/beacon.min.js, indicating misconfiguration or outdated references. This may disrupt chat loading if related components fail.Solution: Ensure the Cloudflare script is correctly configured with proper CORS headers (e.g., Access-Control-Allow-Origin: https://www.prusa3d.com). Update the SRI hash in your HTML to match the current script version. If this script is not critical for chat, consider removing it or hosting it locally.Implementation: Check your Cloudflare dashboard for analytics settings and update CORS policies. Regenerate the SRI hash using a tool like https://www.srihash.org/ and update your <script> tag. Test with browser developer tools (F12, Network tab) to confirm.
4. Address React JavaScript ErrorIssue: Some users report a "React has blocked a javascript: URL" error, suggesting a conflict in your React-based frontend, possibly from how the chat widget is embedded or how links are handled.Solution: Review your React codebase for any components using javascript: URLs (e.g., ) to trigger the chat. Replace these with event handlers (e.g., onClick with a function to initialize the chat). Ensure the chat widget's initialization script is loaded after the DOM is ready, using React's useEffect hook or similar.Implementation: In your React app, search for "javascript:" in the codebase. Refactor to use safe practices (e.g., <button onClick={openChat}>). If using a third-party chat library, check its documentation for React-specific integration guidelines.
5. Add a Fallback for Blocked ScriptsIssue: If scripts are blocked, users see no chat or a broken UI with no clear guidance.Solution: Implement a fallback mechanism to detect when the chat script fails to load (e.g., due to ETP). Display a friendly message directing users to your email ([email protected]) or forum, or prompt them to allow the script for your site only. You could also provide a toggle in the UI to load the chat manually after consent.Implementation: Add a JavaScript check like if (typeof LiveChatWidget === 'undefined') { /* show fallback */ } to display an alternative contact option. Use your existing cookie consent system to manage user permissions for chat scripts.
6. Test Across Privacy-Focused BrowsersIssue: The chat issue affects Firefox (especially in Strict mode) and Edge but works in Safari or Chrome, indicating inconsistent behavior across privacy settings.Solution: Test your site in Firefox (Standard and Strict ETP modes), Edge, Brave, and Tor Browser to identify all blockers. Use tools like BrowserStack for cross-browser testing. Replicate user conditions by enabling privacy extensions like uBlock Origin.Implementation: Set up a QA process to load your site in these browsers, focusing on the chat popup. Document which scripts are blocked and adjust based on the above solutions.

By prioritizing these changes, you can restore chat functionality without requiring users to compromise their privacy settings. Start with hosting chat scripts locally and removing non-essential trackers, as these address the core ETP blocks. For quick validation, test changes in Firefox with ETP set to Strict. If resources are limited, consider reaching out to your chat provider for guidance on tracker-free configurations. Your community, especially users with printers like the MK3S and Core One, will appreciate a seamless support experience.

RE: What Happened to Live Chat?

Hey. Thanks for the extremely comprehensive update here. I'm forwarding this to our web teams for review, and I hope we can have a long-term solution in the near future