Could not deliver chat message. Your chat session has either ended or expired

[WireNine]

Kayako Supportsuite version: 3.00.32

Whenever a visitor requests chat, operator accepts the chat and sends a hello to the visitor, the following message shows up on the operator window:

Could not deliver chat message. Your chat session has either ended or expired

Although the visitor on the other end receives the hello message without any problems. Any message sent by visitor is not delivered to the operator either.

Basically the winapp operator window for liveresponse is utterly useless since you are unable to chat with the visitor. Anything operator types, visitor receives but anything operator or visitor type is not displayed on the operator's window.

Multiple messages sent by operator come back with the same response:

Could not deliver chat message. Your chat session has either ended or expired

Could not deliver chat message. Your chat session has either ended or expired

Could not deliver chat message. Your chat session has either ended or expired

Anyone face this issue and know how to resolve it?

[WireNine]

Anyone? I really need this issue resolved.

[Digital Mayhem]

nope sorry never had this issue mine works fine...

[WireNine]

It can't be just our install, I have read about previous issues regarding this which were left with no answer.

If support sees this, please see our ticket SUPPORT #ROR-735851

[WireNine]

Still waiting for a resolution.

[netFusion]

I am also not having this issue...

But, it sounds like you are having trouble with your PHP session information on your server. Check your PHP.INI file to find out what your session path is. Then check to make sure that folder exists on your server and that it has permissions set such that the web site can write to it.

Also sharing some details about your configuration might help others to point you in the correct direction. Like, server OS, PHP version, MySQL version, whether you are running in CGI or ISAPI mode, are you using a PHP accelerator, etc.

[WireNine]

Still unresolved, tried disabling eAccelerator which made it work for a while but it doesn't work again.

[rustelekom]

We have same issue (but we use unstalbe 33 version) and it is look now as solved by reinstalling Zend (from 2.5.10 version to 2.6.2). Php version is 4.4.3-dev (because 4.4.2 have a bug with image libraries.)

[WireNine]

Originally Posted by rustelekom

We have same issue (but we use unstalbe 33 version) and it is look now as solved by reinstalling Zend (from 2.5.10 version to 2.6.2). Php version is 4.4.3-dev (because 4.4.2 have a bug with image libraries.)

Did you have eAccelerator installed?

[WireNine]

Originally Posted by netFusion

I am also not having this issue...

But, it sounds like you are having trouble with your PHP session information on your server. Check your PHP.INI file to find out what your session path is. Then check to make sure that folder exists on your server and that it has permissions set such that the web site can write to it.

Also sharing some details about your configuration might help others to point you in the correct direction. Like, server OS, PHP version, MySQL version, whether you are running in CGI or ISAPI mode, are you using a PHP accelerator, etc.

We are using:

CentOS 3.6
PHP 4.4.2 (mod_php, not cgi)
MySQL 4.1.14-standard
Zend Optimizer 2.6.2

Using eAccelerator, already tried disabling it which resolved the issue for a while but that wasn't the solution.

Here are the session settings from php.ini file:

[Session]
session.save_handler = files
;session.save_path = /tmp
session.use_cookies = 1
session.use_only_cookies = 1
session.name = PHPSESSID
session.auto_start = 0
session.cookie_lifetime = 0
session.cookie_path = /
session.cookie_domain =
session.serialize_handler = php
session.gc_probability = 1
session.gc_divisor = 100
session.gc_maxlifetime = 1440
session.bug_compat_42 = 1
session.bug_compat_warn = 1
session.referer_check =
session.entropy_length = 0
session.entropy_file =
;session.entropy_length = 16
;session.entropy_file = /dev/urandom
session.cache_limiter = nocache
session.cache_expire = 180

[WireNine]

This is the weirdest issue.

The winapp installed on my comptuer does not work with the supportsuite installed on my server, yet it works with supportsuite installed on a friend's server. The winapp installed on my friend's computer, works with both supportsuite installed on my server and his server.

But if this was a computer issue, why would the winapp installed on my computer work perfectly fine with his installation of supportsuite? I even tested using different computers, it just doesn't work with my own server.

I am confused and lost.

Tried reinstalling zend optimizer, that did not help either.

[netFusion]

You might also give this a try:

Open the file config.php under the ./config directory of your support web site and change:

/**
* DISABLE SESSION IP CHECKS
*/
$_SWIFT["disablesessionipcheck"] = false;

To:
/**
* DISABLE SESSION IP CHECKS
*/
$_SWIFT["disablesessionipcheck"] = true;

[WireNine]

Thank you netFusion, I already had that option set to true in config file. Although LiveResponse started functioning on its own suddenly.

Now there is a new issue, usually when I'm in a session with a customer, after about 4-5 minutes, I start get the following message:

"Client Chat Window is Not Responding. If you continue to receive this message, the client might have ended the chat session or the chat might have timed out."

Even though the customer is still on the other end sending messages "Are you there?" but no matter what I type or say, my messages don't reach them but their messages reach me.

Any clue?