Co-browse with IE11 in New Tab

Genesys Cloud Web Chat
1

Hi,

We are trying to get co-browse working using a new tab.
It works fine for Chrome & Edge however when we try to start this in a new tab with IE11 the screen session will not start.

This works ok when embedded, just not as a new tab. We have tried this in two organisations with the same result and with three different PC's.

Is the any restrictions or browser specific settings required to get co-browse to work in IE11 in a new tab?

Thanks

3

Can you provide additional details? Is this on the customer side or on the agent side? It may be best to open a care ticket so we can troubleshoot this with you and better understand what your configuration is.

4

Hi Lucie,

The agent was always using Chrome. It's the customer side which does not work when using IE11 and a New Tab. We did originally have a care ticket open however this was closed as a customer environment fault.

Since this works on other browsers and when using embedded chat it does look like a customer environment fault however I can replicate on test PC's and separate orgs, so I guess I was reaching out to the community to see if anyone else has had a similar problem? How they fixed this (assuming its a browser setting) or Can anyone else confirm this does actually work ok?

Thanks

5

Can you please send me the care case number privately so I can follow up. We will work with you to solve the issue.

6

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.