# Troubleshooting
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If you have difficulty when you create or manage your support case, see the following troubleshooting information.

## I want to reopen a live chat for my case
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You can reply to your existing support case to open another chat window. For more information, see [Updating an existing support case](monitoring-your-case.md#update-support-cases).

## I can't connect to a live chat
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If you chose the **Chat** option but you can't connect to the chat window, first perform the following checks:
+ Ensure that you've configured your browser to allow pop-up windows in Support Center.
**Note**  
Review the settings for your browser. For more information, see the [Chrome Help](https://support.google.com/chrome/answer/95472?hl=en&co=GENIE.Platform%3DDesktop#zippy=%2Callow-pop-ups-and-redirects-from-a-site) and [Firefox Support](https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting) websites.
+ Ensure that you've configured your network so that you can use Amazon Web Services Support:
  + Your firewall supports web socket connections.

If you still can’t connect to the chat window, contact Amazon Web Services Support using email or phone contact options.