Troubleshooting

If you have difficulty when you create or manage your support case, see the following troubleshooting information.

I want to reopen a live chat for my case

You can reply to your existing support case to open another chat window. For more information, see Updating an existing support case.

I can't connect to a live chat

If you chose the Chat option but you can't connect to the chat window, first perform the following checks:

• Ensure that you've configured your browser to allow pop-up windows in Support Center.

  Note

  Review the settings for your browser. For more information, see the Chrome Help and Firefox Support websites.

• Ensure that you've configured your network so that you can use AWS Support:

  • Your network can access the *.connect.us-east-1.amazonaws.com endpoint.

    Note

    For AWS GovCloud (US), the endpoint is *.connect-fips.us-east-1.amazonaws.com.

  • Your firewall supports web socket connections.

If you still can’t connect to the chat window, contact AWS Support using email or phone contact options.