Call/ Chat Monitor Troubleshooting

Web - Monitor Doesn’t Load

If you’re using Keen on the full website and the Call/Chat Monitor opens as a blank page, it may be due to browser settings or device configurations. Follow the steps below to resolve the issue.

1. Check for Ad Blockers and Browser Extensions

Some ad blockers or browser extensions can interfere with the Call/Chat Monitor’s functionality. Try the following:

• Disable any ad blocker or privacy-related extensions.
• Refresh the page and see if the Monitor loads correctly.
• If the issue persists, try opening Keen in an incognito or private browsing window.

2. Disable Pop-Up Blockers

The Call/Chat Monitor functions as a pop-up window, so any pop-up blockers may prevent it from opening. To disable pop-up blockers:

• In Google Chrome: Go to Settings > Privacy and Security > Site Settings > Pop-ups and Redirects, then allow pop-ups from Keen.
• In Mozilla Firefox: Go to Settings > Privacy & Security > Permissions, then uncheck "Block pop-up windows" or add Keen as an exception.

3. Check for VPN Interference

If you're using a VPN (Virtual Private Network), it may be blocking the Monitor from loading. Try these steps:

• Disable your VPN temporarily and reload the page.
• If the Monitor works after disabling the VPN, consider adjusting your VPN settings or using a different network.

4. Restart your Device. Clear Cookies & Cache

Once checking for the above, and issues are still occurring, clear all of your browser's history and cache. Restart your device.

5. Try a Different Browser or Device

If the issue persists, test the Monitor on another browser or device to see if the problem is browser-specific. We recommend using Google Chrome for the best experience.