Video Chat - Video won't work. Help!

[TXAKDisneyFan]

After ~9 hours of waiting yesterday, the video chat CM came on asking if we were ready to video chat. We messaged back yes. She supposedly sent a video chat request but we never got it. The CM said they have 10 minutes to troubleshoot before they have to close the chat out. The problem wasn't fixed (even though on our end all cookies were allowed, we set it to allow the video to play automatically without asking,...). The CM was kind enough to put us back in line for video chat instead of kicking us out entirely. (But ultimately we ran out of time for the evening.)

Has anyone else had this problem? Does anyone know what to do?

My husband is incredibly frustrated. He's gotten through to video chat on his phone this morning, he tried to accept the video chat (after 120 min of waiting), and a message popped up saying his phone camera isn't working and he was completely booted. (His camera IS working so ) He was also booted on his laptop after 2 hours.

 

[Disney.Dreamin.Dee]

Same thing happened to me.
It ended up being a 3 day process because after that first time of getting to the video chat and it not working it took me 2 more days of trying to get to that point again.
What I saw was me down in the right corner, a white screen where they would be, and a few options in the buttom center.
I ended up having to hit one of the buttons in order to actually see them and have them see me.
Its frustrating when you don't know what to expect and get confused as to what you're supposed to do and they don't really explain it prior to saying they are sending you the request.

 

[TXAKDisneyFan]

The whole process is a MASSIVE boondoggle.

They don't have a process (that I know of) to test the computer/camera before the video chat CM comes on. (If they do have testing ability, I'd love to know about it!)

The chat window randomly reloads and completely closes out with no warning. No way to recover other than to start over from the beginning (after hours of waiting).

As others have mentioned, isn't there some irony in making people who need this service because they can't wait in lines... wait in line? Especially for 9+ hours in many cases.

No one has the time to watch the computer screen for hours on end. Once the eligibility CM comes on, you've got a couple minutes to respond and fill out the eligibility questionnaire before you're booted. There is absolutely no indication of "hold time" in this process. It's a cruel joke for someone to be booted because they got up to go to the bathroom or attend to their child after waiting for 6 hours.

 

[Disney.Dreamin.Dee]

The whole process is a MASSIVE boondoggle.

They don't have a process (that I know of) to test the computer/camera before the video chat CM comes on. (If they do have testing ability, I'd love to know about it!)

The chat window randomly reloads and completely closes out with no warning. No way to recover other than to start over from the beginning (after hours of waiting).

As others have mentioned, isn't there some irony in making people who need this service because they can't wait in lines... wait in line? Especially for 9+ hours in many cases.

No one has the time to watch the computer screen for hours on end. Once the eligibility CM comes on, you've got a couple minutes to respond and fill out the eligibility questionnaire before you're booted. There is absolutely no indication of "hold time" in this process. It's a cruel joke for someone to be booted because they got up to go to the bathroom or attend to their child after waiting for 6 hours.

I know. I dealt with it for 3 days last weekend.
I ended up emailing Disney to let them know my experience.
They never did get back to me but I think if others email them they will work harder to make the process better.

 

[mshanson3121]

People need to bombard Disney with emails over this. This just isn't even remotely acceptable.

 

[TXAKDisneyFan]

UGH.
My husband was randomly booted off the chat on his laptop and phone probably 3x each.
I requested a video chat at 9:51 am and no one has picked up at all.

 

[mamabunny]

Just some general tech tips for anyone/everyone trying to access the new DAS chat/video system:

Remember to make sure that your operating system (Windows or Mac, Android or iOS, for example) is completely up to date.

Make sure the browser you are trying to use is updated.

On Mac systems, some people have reported success using Chrome instead of Safari.

On any system:

Make sure that pop-ups are enabled.

Make sure that java is enabled.

Make sure that there are no content blockers on.

Make sure no firewall is enabled.

(if you change these settings, be sure to change them back after you finish your chat with DAS CMs)

Even if everything is up-to-date, restarting the device prior to trying can't hurt.

Make sure that your cookies are enabled. As a precaution, it wouldn't hurt to clear your cache and your existing cookies to get a fresh start.

You can also restart your home internet/wifi equipment to force a new, stable connection.

Make sure that your device is set so that screen savers don't start, and the display does not dim or auto-off. Also make sure that the hard drive does not "sleep" automatically.

If your device is "managed" by your employer or school, remember that some functions may be disabled by the management software and settings.

Good luck.

 

[AprilsZoo]

Make sure that your device is set so that screen savers don't start, and the display does not dim or auto-off. Also make sure that the hard drive does not "sleep" automatically.

And that you’re either already plugged in, or at least have the cord/adapter at hand, ready to go. You’ll be kicking yourself if you suddenly get a “10% battery remaining“ message after waiting so long. That last 10% always goes so fast, and suddenly, blip, everything is black.

 

[DisSurfer878]

Just some general tech tips for anyone/everyone trying to access the new DAS chat/video system:

Remember to make sure that your operating system (Windows or Mac, Android or iOS, for example) is completely up to date.

Make sure the browser you are trying to use is updated.

On Mac systems, some people have reported success using Chrome instead of Safari.

On any system:

Make sure that pop-ups are enabled.

Make sure that java is enabled.

Make sure that there are no content blockers on.

Make sure no firewall is enabled.

(if you change these settings, be sure to change them back after you finish your chat with DAS CMs)

Even if everything is up-to-date, restarting the device prior to trying can't hurt.

Make sure that your cookies are enabled. As a precaution, it wouldn't hurt to clear your cache and your existing cookies to get a fresh start.

You can also restart your home internet/wifi equipment to force a new, stable connection.

Make sure that your device is set so that screen savers don't start, and the display does not dim or auto-off. Also make sure that the hard drive does not "sleep" automatically.

If your device is "managed" by your employer or school, remember that some functions may be disabled by the management software and settings.

Good luck.

And if you have a VPN, turn it off!