Are you using the Instant Messaging service in SmartCloud Engage?
If so, check to see if your community host server for LotusLive is set to im.lotuslive.com. Perform the following steps:
1. Open your Chat client.
If you see im.lotus.com, you must change the server name to im.lotuslive.com.
If you see im.lotuslive.com, no change is required.
2. Click File > Preferences.
3. Expand Communities in the left-hand navigation to see the list of communities that are available.
4. Do one of the following: