After upgrading to 17.1 when an employee clicks the Live Chat link, the Support Automation Live Chat Launch window comes up and enter a description and click Continue. The Live support page comes up and then click Run. The windows CA SupportAutomation Controller Application "Do you want to allow this app to make changes to your device" comes up and I click Yes and then nothing happens except the mouse cursor just keeps spinning. We discovered that a CA Support Automation Controller Application (32 bit) and SoftwareUpdate Module (32 bit) keep starting and stopping in the Processes list.
Check out this document. I think you're running into an issue related to this same behavior:
With Support Automation (SA) "Web Chat" enabled, i - CA Knowledge
Thanks Alex. That worked.