Live Chat user messages not received by operator

EugeneFXI · **Live Chat user messages not received by operator -** 21-08-2007, 01:32 AM

(I was going to post this in the client application forum, but I understand the problem is likely server-side)

This is a problem that we've been experiencing on our Hosted account for a while now, and I was hoping an upgrade to the latest stable release (3.11.01) would do the trick, but no such luck.

Here is what happens:

- Live chat is initiated
- After a few lines of text are exchanged, the operator stops receiving user's messages
- User still sees what the operator is typing
- The only way for operator to see what user is typing is to refresh the History tab, where the user's text is properly saved.

This is highly uncomfortable. I've made our team upgrade to the latest 3.1.1.36 STABLE release of the SupportSuite software, but it doesn't help.

Any ideas what we can do?

PS: I tried to submit a ticket via the "contact support team" link in the members area, but for some reason after I send in the ticket, I keep getting booted to the sales/billing/resellers/abuse selection, with the ticket not actually submitted...

craigbrass · 21-08-2007, 09:10 AM

Did you do template restores after the upgrade? If not, I recomend you do all the live help ones just to be sure.

EugeneFXI · 21-08-2007, 11:20 AM

Hi Craig,

Yes, we restored all templates, and re-applied our modifications (only cosmetic stuff - logos, etc.).

The winapp log during the hours of the latest chat show the following error:

Quote:

20/08/2007 20:38:06 An error occurred while attempting to communicate with the server (online 01:55:09):

Failed to communicate with server!

Error: Operation timeout

craigbrass · 21-08-2007, 11:39 AM

That is a timeout error connecting to the server. That is to do with your local internet setup rather than Kayako.

EugeneFXI · 23-08-2007, 05:03 PM

Craig,

Yes, that certainly could be it, but I assure you that my connection is more than stable enough to maintain a live chat connection - I'm on a 12Mb cable connection, that works just fine for everything I throw at it, including other live support applications.

Plus, *each* of our operators is suffering the same symptoms with Kayako, while each being located in different countries, on different types of connections.

If indeed the connection is at fault, then the LiveResponse software is way too sensitive. We've never had this type of problem with any other live help software.

Is there any way to adjust the specific timeouts responsible for declaring me as "timed out"? Is this a client-side or server-side setting?

Quote:

Originally Posted by craigbrass

That is a timeout error connecting to the server. That is to do with your local internet setup rather than Kayako.

**Jamie Edwards** · 23-08-2007, 05:21 PM

Hi Eugene,

It sounds more to me, then, that your server is at fault. Are you running a Windows server, by any chance?

EugeneFXI · 23-08-2007, 05:35 PM

Quote:

Originally Posted by Jamie Edwards

Hi Eugene,

It sounds more to me, then, that your server is at fault. Are you running a Windows server, by any chance?

Hi Jamie,

We are actually hosted by you guys (http://fxinstructor.helpserve.com).

We all use Windows XP workstations though.

eger · 23-08-2007, 05:49 PM

I experience the same sometimes. Isn't it possible to regain connection from a disconnection or brief packet loss? It is very concerning if just one missed packet can kill the connection without warning or notice. I will be interested to hear what you do to help this issue.

craigbrass · 24-08-2007, 09:15 AM

eger, are you on the hosted platform too?

**Jamie Edwards** · 24-08-2007, 09:23 AM

Eger is not on our hosted platform. Eugene, all I can say is please hold on for a bit while we stabalise the new chat routines in the software and we can try those. Most of the time the problem is due to a timeout problem that is not caught correctly - the new method of handling chats should catch more of these and provide feedback.

We are currently testing this on our own desk.

eger · 24-08-2007, 04:45 PM

I will immediately install and test when you guys get the next stable

craigbrass · 24-08-2007, 07:24 PM

Is this due for the 3.11.02 release Jamie?

**Jamie Edwards** · 24-08-2007, 07:30 PM

What do you mean? If you mean is it going to appear in 3.11.02, then yes it will be (it is already in the CVS build and waiting to mature).

craigbrass · 24-08-2007, 08:03 PM

Oh right. Missed that it had been committed to CVS.

galapago · 28-08-2007, 12:06 AM

Hello pals.
I have the same trouble. The version 3.11.01 have a problem with chat.
When I check the errors logs in my VPS, I found the following error:

PHP Warning: Cannot modify header information - headers already sent by (output started at /home/public_html/soporte/swift.php:569)

/includes/functions.php on line 1614
/includes/functions.php on line 2685
/includes/functions.php on line 2684
/modules/livesupport/visitor_htmlcode.php on line 23
/index.php on line 27

Any idea for this error with chat ???

Greeting
Miguel

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craigbrass Offline Senior Member Posts: 5,328 Join Date: Jun 2005 Location: Cumbria, UK	21-08-2007, 09:10 AM Did you do template restores after the upgrade? If not, I recomend you do all the live help ones just to be sure. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,328 Join Date: Jun 2005 Location: Cumbria, UK	21-08-2007, 11:39 AM That is a timeout error connecting to the server. That is to do with your local internet setup rather than Kayako. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

eger Offline Member Posts: 109 Join Date: Jul 2004	23-08-2007, 05:49 PM I experience the same sometimes. Isn't it possible to regain connection from a disconnection or brief packet loss? It is very concerning if just one missed packet can kill the connection without warning or notice. I will be interested to hear what you do to help this issue.

craigbrass Offline Senior Member Posts: 5,328 Join Date: Jun 2005 Location: Cumbria, UK	24-08-2007, 09:15 AM eger, are you on the hosted platform too? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

eger Offline Member Posts: 109 Join Date: Jul 2004	24-08-2007, 04:45 PM I will immediately install and test when you guys get the next stable

craigbrass Offline Senior Member Posts: 5,328 Join Date: Jun 2005 Location: Cumbria, UK	24-08-2007, 07:24 PM Is this due for the 3.11.02 release Jamie? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,328 Join Date: Jun 2005 Location: Cumbria, UK	24-08-2007, 08:03 PM Oh right. Missed that it had been committed to CVS. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger