I'm getting reports from one user in particular where she is occasionally getting the message, "The connection to the chat server is lost. Not connected yet!".  We haven't seen this with other users, and it seems to happen at seemingly random times.  It's not frequent, but it's happened a couple of times.

 

What types of network events might cause this?  What types of things should I be looking for that might result in this type of message?  I suspect that the problem is with her machine and not the software, but I'm not even sure where to begin looking.  Any suggestions on tracking down what might be causing this message in Live Support?

 

Thank you in advance for your assistance!