If you're using IPS 4.1.x and running Get Support can not solve the problem, upgrading to IPS 4.2.2.
If you already editted templates or CSS of Chatbox, you need to revert them to default after upgrading to 2.x.
And note that it will not work if turning on Designer Mode or Dev Mode.
(Don't pm me how to customize the code, how to add new features,... I made it for the end users and I don't support for coding)