JavaScript Errors in WinApp?

[JustinCarmony]

My staff keeps reporting JavaScript errors while using the Live Response portion of our website. We have a very fresh install of Kayako with little modifications to anything. I've attached a screenshot of one of the errors.

This happens when they go to accept a chat. They'll get 2 JavaScript errors in a row, and then they'll not be able to see anything in the text area where your chat text will appear. They are still able to type and send messages, but they can't see any responses or anything. A lot of my staff are reporting this, which is making this module almost useless to us. Any clues what could be causing this? Thanks!

[JustinCarmony]

Here are some more screenshots. I can't replicate these errors with any type of logic. I can't figure out what sequence of settings/events/etc is causing it.

[craigbrass]

Please try the latest version of the WinApp (http://hotfix.kayako.com/winapp/Kaya...E-3.1.1.33.exe) and let us know if you still have the problem with that.

[JustinCarmony]

I'm having my staff use it. The thing is I think it might be a server configuration issue, since so many people are having the same error across the board. But I'm not sure where to look in the code to see what is generating that JavaScript.

[Siora]

Roger has noticed this as well and said that he is looking into a fix. He said that it is not winapp related but support suite related. My errors were not exactly the same however I do get multiple run-time errors and one javascript error when trying to add a troubleshooter category using winapp.

[JustinCarmony]

I'd say 99% chance that there is an odd character or something strange thing malformating (is that a word? gettin my english and spanish mixed up) the JavaScript. Something like a quote or odd character, but I don't have any tools to really troubleshoot it. I'm willing to help in any way possible, but having a chat fail due to error about every 1 in 6 is terrible for Customer Service for us.

Any advice? Oh! Also, we did update to the latest hot fix, and there is still problems.

[JustinCarmony]

I guess the question is what should I do? I'm having a small percentage of javascript errors being caused, but enough to make the Support Suite unreliable for our customers to use. Should I submit a support ticket?

[Jamie Edwards]

Hi Justin,

Yes - please do. There is a time zone delay between our PHP developers and application developers, so this will help keep thins localized (in a support ticket). Could you also link to this thread, and post your ticket ID here so I can ensure the correct people look at it.

Thanks,

[JustinCarmony]

I've submitted a ticket: AGH-461225

Thank you

[JustinCarmony]

I've found out the reason why I'm getting errors all over and issues with javascript:

There is a line break (i.e. "\r\n") after some of my email addresses stored in the database. How that is happening, I'm still not sure and I'm trying to track it down. I am using my own home brewed LoginShare, so there could be issues there, but I need more time to investigate.

My immediate fix was to add the following php code wherever it was outputing the email address in javascript:

$email = str_replace("\r\n", " ", $email);

It is a pain in the but, and it will have to be reapplied when I upgrade, but we were getting so many JavaScript errors it was unbelievable and made it near impossible to use. Hope this helps anyone else out with this issue.

Justin Carmony