Problem with Active Chat (HP Support)

[CA809208]

I am trying to use HP's Active Chat support offering. After I enter all of my information and it attempts to connect, I get an error: "Error:Unable to redirect page". What am I doing wrong?

[CA538024]

Hi Doug,

You don't mention which product you're attempting to use Instant Support with, but I would check the "click here to see if your product is supported" option on the following page to make sure you're using a supported product:

http://isupport4.hp.com/awebui/jsp/LoginSubmit.jsp

If you are using a supported product, I would try again in a few minutes; it could be busy or the site could be experiencing malfunctions at the present time. I will research this and see what I can find as well. Let me know if you're successful in the meantime, OK?

Thanks!

Kathy

[CA810629]

Doug, Hi there. I work directly with the Active Chat program and would like to know if you are still having a problem using these feature? I've verified that the site is up and working. If you can please try it again and post back to this forum that would be fantastic.

If you are still having problems I'd like to try and resolve those for you ASAP.

Best Regards,

Charlie R.

[CA810733]

Thanks, Charlie,

I'm still having problems. I tried the alternate link mentioned above but I get an error that says "An error has occurred".

No matter what I try, I can't get it to work. I would appreciate any assistance. You can email me directly at jdsmith@xmission.com.

[CA810629]

Hi Doug,

Thanks for letting me know you are still having a problem. To try and narrow down what this could be I have the following generic questions about your system.

1) What HP Computing Product are you trying to use this service on?

2) What Operating System are you using?

3) What is the version of your Internet Explorer or Netscape browser?

4) Have you cleared your Browser Cache and Cookies?

Also one suggestion is to go to the site that is giving you this problem and pressing "CTRL-F5" which forces a uncached refresh of the website.

Let me know on the other questions if the suggestion does not work.

Thanks so much!

Charlie R.

[CA810733]

Charlie,

Here are the answers to your questions.

1) I'm trying to get support on my Pavilion zt1180. From the zt1180 support page, I choose "Active Chat" from the list of support options.

2) XP Home

3) IE 6 (with all of the MS patches)

4) Yes, I've cleared the cache, cookies and history and tried it again.

Still no luck.

Thanks!
Doug

[CA810629]

Doug,

Thanks so much for getting back with those answers so quickly. I just tried to access this site using the exact same model of Notebook, same operating system and same version of IE and it made it in perfectly. What I would like you to try to do is when you get to the page that gives you the "Error: Unable to redirect page" press the "CTRL-F5" key combination there.

If that does not work can you paste in the URL that you have in your IE Address at the top of your browser. I want to verify the URL is being redirected properly.

Thanks again!

Charlie R.

[CA810733]

Charlie,

Here's the link:

http://isupport4.hp.com/awebui/jsp/LoginSubmit.jsp

One question...

Do I need to have some supporting software on my laptop to enable the ActiveChat feature? I notice that there is something callled a "tuner" in one of the install directories.

Thanks!

[CA810629]

Doug,

The Tuner that is being mentioned is a software application for HP Instant Support that gives you the ability to chat with an HP Support Specialist as well as run individual Hardware Diagnostics on your system, Protect software/configuration settings, and Solve Common Software Issues. However, you do not have to use this software application to use our Active Chat option.

I checked the URL that you sent me and you are not being redicted properly. However, from looking at how you got there I am wondering if we having another problem on your system, particularly with the version of Java Virtual Machine (JVM) that you have loaded.

At this point I would recommend that you contact HP Customer Care by telephone to verify that the version of JVM is correct and that you are seeing the proper results from the preinstall HP Instant Support Tuner when you run the included diagnostics.

To contact HP Customer Care by telephone please call 970-635-1000. Or we can continue to try and troubleshoot this through this forum if you'd like.

Best Regards,

Charlie R.

[CA810629]

Doug,

One other quick question, are you choosing that you are located in North America, Europe or Asia/Pacific?

Again Thanks!

Charlie R.

[CA810733]

Charlie,

That's the problem. I am a software engineer and I use the latest JVM from Sun (J2SE 1.4), not the Microsoft JVM. I uninstalled the 1.4 JVM and it worked perfectly.

You should really provide more diagnostic information along with the error message that you display. If it would have been specific enough I would have resolved it right away.

Also, why does ActiveChat not run with the newest JVM?

[CA810629]

Doug,

Glad to hear that it was the JVM version. As for why it doesn't work with the newest JVM from Sun it's because there are slight differences, obviously, in the versions and the Sun version appears to not be backwards compatible. This would then require everyone to update to the most current version of the JVM before they could use Active Chat. To be able to allow the most use of this feature we want our customers to be able to use the JVM that shipped with the system to be able to contact and not have to run an update first.

Thanks!

Charlie R.