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Firefox does not show a chat window for a website but it does show in Chrome; how can I get chats to show?

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  • Last reply by Caitlin

Caitlin
Caitlin
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A website uses a chat for user support. When I'm using Chrome, the chat window shows and can be used. When I'm in Firefox, the chat window does not exist. (Mac 10.13.4, FF 59.0.2, 64-bit)

This page should show the chat button in the lower right-hand corner: https://app.smartbnb.io/login

Thanks, Caaitlin

A website uses a chat for user support. When I'm using Chrome, the chat window shows and can be used. When I'm in Firefox, the chat window does not exist. (Mac 10.13.4, FF 59.0.2, 64-bit) This page should show the chat button in the lower right-hand corner: https://app.smartbnb.io/login Thanks, Caaitlin

Chosen solution

Hi Caaitlin, one possible reason the chat bubble might be blocked is if Firefox is applying Tracking Protection to the page. Do you see a shield icon toward the left end of the address bar? I'm attaching a screenshot of what happens when I have the feature enabled/disabled. More info on managing the feature in this article: What happened to Tracking Protection?.

If that's not it, how about extensions that block content in pages? For example, Adblock Plus, Blur, Disconnect, Ghostery, NoScript, Privacy Badger, uBlock Origin or uMatrix.

These extensions usually provide toolbar buttons to manage blocked content in a page, so that's the first thing to try.

If necessary, you can view, disable, and often configure or remove extensions on the Add-ons page. Either:

  • Command+Shift+a (Windows: Ctrl+Shift+a)
  • "3-bar" menu button (or Tools menu) > Add-ons
  • type or paste about:addons in the address bar and press Enter/Return

In the left column of the Add-ons page, click Extensions.

Then cast a critical eye over the list on the right side. Any extensions that Firefox installs on its own are hidden from this page, so everything listed here is your choice (and your responsibility) to manage. Anything that could be blocking content? If in doubt, disable.

Any improvement?

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jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
  • Top 10 Contributor
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Chosen Solution

Hi Caaitlin, one possible reason the chat bubble might be blocked is if Firefox is applying Tracking Protection to the page. Do you see a shield icon toward the left end of the address bar? I'm attaching a screenshot of what happens when I have the feature enabled/disabled. More info on managing the feature in this article: What happened to Tracking Protection?.

If that's not it, how about extensions that block content in pages? For example, Adblock Plus, Blur, Disconnect, Ghostery, NoScript, Privacy Badger, uBlock Origin or uMatrix.

These extensions usually provide toolbar buttons to manage blocked content in a page, so that's the first thing to try.

If necessary, you can view, disable, and often configure or remove extensions on the Add-ons page. Either:

  • Command+Shift+a (Windows: Ctrl+Shift+a)
  • "3-bar" menu button (or Tools menu) > Add-ons
  • type or paste about:addons in the address bar and press Enter/Return

In the left column of the Add-ons page, click Extensions.

Then cast a critical eye over the list on the right side. Any extensions that Firefox installs on its own are hidden from this page, so everything listed here is your choice (and your responsibility) to manage. Anything that could be blocking content? If in doubt, disable.

Any improvement?

Caitlin
Caitlin Question owner
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It was the tracking protection. As soon as I turned it off, the chat window appeared.

Thank you! Caaitlin