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The customer is getting the message "Representative is not available" and no further action is being made. How can I fix this?

Cause :   System and Process information might be downloading and it can cause delay on loading the information.
 
 
Resolution :
 
1.   Visit http://admin.startsupport.com and log in using your ID and PW.
2.   Go to User Management  >  Group  >  Configure Viewer features and disable “Remote Diagnostics” and “Process Info”.