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OCLC Support

We are experiencing issues with QuestionPoint chat services

  • While monitoring chat sessions, staff experience issues such as dropped chats and error messages stating "Oops. Something went wrong." 
Applies to
  • QuestionPoint 

If you are experiencing issues with QuestionPoint chat, please contact OCLC Support and include as much of the following information as possible: 

  • Your library's QuestionPoint institution ID, your librarian ID, and/or the question ID under which the error occurred 
  • A description of the problem you are experiencing including the exact error message such as: 
    • "Oops. Something went wrong. Check your connections. Please try again."
  • The URL of the chat chat page with the error 
  • The URL of the QuestionPoint homepage, which will include jsessionid= within the URL 
  • Full page screenshot of the error
  • Date and time the error occurred
  • The browser and browser version being used  
Page ID