Issue
The Agent Chat Widget fails to load, or the Agent cannot change their presence status.
Cannot change presence status of Agent Chat Widget in USD
The USD's presence control state disconnects.
Agents cannot set their status to 'available' to service chats.
The debug console displays the following error:
53.30.78 Microsoft.Crm.UnifiedServiceDesk.Dynamics Error: 2 : 53.30.79 Error in GetPresenceInfo -- Application:Chat Control -- Error:Object reference not set to an instance of an object.
at Microsoft.Crm.UnifiedServiceDesk.Dynamics.OmniChannelControl.GetJavaScriptfuncResponse[T](String javaScriptFunc)
at ChatControl.ChatControl.GetPresenceData()
at ChatControl.ChatControl.GetPresenceInfo(Object sender, EventArgs args)
Chat Widget does not load In Internet Explorer
The Agent Chat Widget, does not load and presents the following error:
Resolution
Add Live Assist to the Trusted Sites list of Internet Explorer. Also add the Live Assist URLs to any other lists maintained by other security applications, such as Group Policy, which may prevent access from the agent's machine to the Live Assist Service.
Live Assist Service URLs and sub-domains are under:
liveassistfor365.com
Please read: Steps to update IE's Trusted Sites
If you are still having issues logging in, close USD and then clear the USD cache as per the full instructions at https://carldesouza.com/how-to-delete-usd-cache-to-recover-from-usd-errors/
Important: Live Assist for Dynamics 365 has discontinued support of Internet Explorer 11. See: Internet Explorer 11 - End of Life