Warnings and Alerts (Chat)
The following warning and alert messages may appear in
your Chat monitor.
Alert: QuestionPoint Session
Your active chat sessions have ended. You have
been logged out of Chat. To return to Chat, close the monitor window
(with browser "X"), log in to QuestionPoint, and
The Alert: QuestionPoint Session Exited message
appears in your Chat monitor if you click the Exit link
in the QuestionPoint window to log out of the QuestionPoint system
while you are monitoring Chat. The Chat monitor is part of the QuestionPoint system
and you cannot continue to monitor Chat if you exit the system.
you click the Exit link in the QuestionPoint window
while you are monitoring chat:
- The Alert:
QuestionPoint Session Exited message appears in the Chat
- You are logged out of the Chat monitor but the monitor window remains
- Your active chat sessions are ended by the system and removed
from the My Active tab. Even if the transcript and buttons for an
active session remain in the monitor, further actions on the session
have no effect.
- In question lists in QuestionPoint, the transcript for an
active session has "Answered" status and is labeled "In
Progress." Within two hours, the label is removed and you
can access the transcript for followup. (For more information, see
Progress Chat Transcript in question lists.)
- In the patron chat window for an active session, a message indicates
that the session has ended. The transcript (up to the point when
you clicked the Exit link) is sent to the patron's e-mail
- New chat requests waiting for a librarian are not ended by
the system in most cases. The system removes them from the New tab
in your Chat monitor. However, they remain under the New tab of
other librarians monitoring the patrons' queues.
- In the patron chat window for a new request, there is no change
in most cases. The patron continues to see the message indicating
that he or she is being connected to a librarian.
To prevent this problem, log out of (exit) the
QuestionPoint system after you log out of Chat.
You can minimize the QuestionPoint window to keep it out of the
way while you monitor Chat. After you log out of Chat, you can return
to the QuestionPoint window and exit the system.
this problem occurs:
the Chat monitor window using the browser "X".
- If you want to continue monitoring Chat, log in to QuestionPoint and
launch Chat. (All of your active sessions were ended by the system.)
- If you want to follow up ended sessions, wait two hours and then
go to your answered questions in QuestionPoint.
more information, see
|| The Connection Lost dialog box appears and your Chat monitor goes
out of focus if your computer stops communicating with the QuestionPoint
server for more than 20 seconds. This could be caused by a temporary
network delay or interruption.|
||Your computer should recover automatically as long as the
delay or interruption is less than one hour. Wait until the message disappears
and the Chat monitor comes back into focus. Then continue your existing
||Fatal Error, and one of the following messages:
to load the language strings
- Failure to load the queues list
- Failure to load scripts
||A Fatal Error message appears in your Chat monitor if there
was a problem loading information necessary for the Chat monitor
to function properly.|
||Click the Reload button.|
Warning: Duplicate Logins Detected
Your authorization has been used to launch another
Chat monitor. Finish any active chat sessions and close this Chat
monitor window (with browser "X").
The Warning: Duplicate Logins Detected message
appears in your Chat monitor if you or someone else launches another
Chat monitor using your QuestionPoint authorization.
message appears in these situations:
forget that you already logged on to QuestionPoint and launched
chat. You log on to QuestionPoint again and launch chat again. You
could do this on a single computer using two browsers windows or
on two computers using one browser on each. The warning message
appears in the first monitor that you launched.
- Or, someone else logs on to QuestionPoint and launches chat using
your QuestionPoint authorization after you logged on and launched
chat. The warning message appears in your Chat monitor (the first
monitor that was launched).
occur when two monitors are launched using the same QuestionPoint
authorization. For example, your session with a patron may end unexpectedly
if you are chatting with a patron in the first monitor and someone
logs out of the second monitor.
To prevent this problem:
to log out of Chat when you finish your shift or you leave one computer
to continue your shift on another one.
- Be sure that you have your own QuestionPoint authorization. Do
not share it with another librarian. Your library's QuestionPoint
administrator can create an authorization at no cost for anyone
who needs one (Administration > Institution > Accounts).
this problem occurs:
the monitor in which the warning message appeared, finish your active
sessions. (If another librarian has launched Chat using your authorization,
you may see the librarian's active sessions in your monitor
under the My Active tab. Do not finish the other librarian's
- Close the Chat monitor window in which the warning message appeared
using the browser "X."
- See if you have another Chat monitor open. If you do, continue your
shift in that monitor or log out of Chat.
- Contact your library's QuestionPoint administrator
if you think another librarian logged on to Chat using your authorization.
more information, see