LiveResponse disconnects continuously.

[rohmelec]

We are using version 3.11.01 and it's been very hecktic. Our biggest problem at the moment is that every 10 seconds to 2 hours the LiveResponse application disconnects. We get the following errors in the log

28/08/2007 15:39:20 Performing data update... URL: _m=livesupport&_a=fetchvisitors&sessionid=24f4cbe0 004c76915ffd72d73b3fd149&status=1&randno=447724043 4999
28/08/2007 15:39:20 A communication with the server has failed. Details:
28/08/2007 15:39:20 An error occurred while attempting to communicate with the server (online 00:05:15):

Received unexpected response from server (invalid header)!

Data: (<br /> <b>Warning</b>: mysql_connect() [<a href='function.mysql-connect'>function.mysql-connect</a>]: Can't connect to MySQL server on 'localhost' (10048) in <b>C:\Inetpub\wwwroot\supportsuite\includes\functi ons.php</b> on line <b>423</b><br /> Can't connect to MySQL server on 'localhost' (10048))

Error: <No extended error information available>


If someone has some insight to what might be causing this and how to fix it please help.

[Jamie Edwards]

Hi there,

It could be that your database server is not taking kindly to the number of connections you are making.

 
 Data: (<br /> <b>Warning</b>: mysql_connect() [<a href='function.mysql-connect'>function.mysql-connect</a>]: Can't connect to MySQL server on 'localhost' (10048) in <b>C:\Inetpub\wwwroot\supportsuite\includes\functi ons.php</b> on line <b>423</b><br /> Can't connect to MySQL server on 'localhost' (10048))

This error reports that your MySQL database could not be connected to. This does not seem to be a problem with the application itself.

I would suggest checking to see what your maximum number of connections is in your MySQL configuration file is (if you have a number of statff connecting).

[rohmelec]

Ok so I edited the following

# The maximum amount of concurrent sessions the MySQL server will
# allow. One of these connections will be reserved for a user with
# SUPER privileges to allow the administrator to login even if the
# connection limit has been reached.
max_connections=300 """WAS 100"""

However there are only 3 of us using the app so I don't think that should be too much overhead.

[craigbrass]

Yes but remember each client / customer accessing the Kayako frontend and actually being on live help will count towards the number of connections. Also any other software on the server will count too.

I would set that to 500 if your server is of decent spec.

[rohmelec]

I will bump that number up to 500 like you requested and give that a try. Thank you for your replies.

[craigbrass]

You are most welcome. Always happy to help.

Let us know how it goes (either way).

[rohmelec]

I still get this message every time I reply to a ticket in Kayako

Warning: mysql_connect() [function.mysql-connect]: Can't connect to MySQL server on 'localhost' (10048) in C:\Inetpub\wwwroot\supportsuite\includes\functions .php on line 423
Can't connect to MySQL server on 'localhost' (10048)

This happens in the little yellow box at the bottom.

[Jamie Edwards]

I really do not know what to suggest here, Rohmelec. Is there anything suspect in your IIS logs?

[craigbrass]

Did you restart the MySQL service or do a Stop / Start? I strongly recommend doing the latter to force changes in config files to take effect.

[supportskins]

Seems like an issue with your MySQL server. Check if your MySQL is up and running.

[rohmelec]

I did stop and restart the mysql service. However I'm still recieving the errors. Im running Kayako on a Windows XP server. Dell Poweredge 1400. The box is a dual 1.3 GHZ and has 4 GB of memory. I did not have any of these problems prior to 3.11.01.

Here is my Mysql config

# MySQL Server Instance Configuration File
# ----------------------------------------------------------------------
# Generated by the MySQL Server Instance Configuration Wizard
#
#
# Installation Instructions
# ----------------------------------------------------------------------
#
# On Linux you can copy this file to /etc/my.cnf to set global options,
# mysql-data-dir/my.cnf to set server-specific options
# (@localstatedir@ for this installation) or to
# ~/.my.cnf to set user-specific options.
#
# On Windows you should keep this file in the installation directory
# of your server (e.g. C:\Program Files\MySQL\MySQL Server X.Y). To
# make sure the server reads the config file use the startup option
# "--defaults-file".
#
# To run run the server from the command line, execute this in a
# command line shell, e.g.
# mysqld --defaults-file="C:\Program Files\MySQL\MySQL Server X.Y\my.ini"
#
# To install the server as a Windows service manually, execute this in a
# command line shell, e.g.
# mysqld --install MySQLXY --defaults-file="C:\Program Files\MySQL\MySQL Server X.Y\my.ini"
#
# And then execute this in a command line shell to start the server, e.g.
# net start MySQLXY
#
#
# Guildlines for editing this file
# ----------------------------------------------------------------------
#
# In this file, you can use all long options that the program supports.
# If you want to know the options a program supports, start the program
# with the "--help" option.
#
# More detailed information about the individual options can also be
# found in the manual.
#
#
# CLIENT SECTION
# ----------------------------------------------------------------------
#
# The following options will be read by MySQL client applications.
# Note that only client applications shipped by MySQL are guaranteed
# to read this section. If you want your own MySQL client program to
# honor these values, you need to specify it as an option during the
# MySQL client library initialization.
#
[client]

port=3306

[mysql]

default-character-set=latin1


# SERVER SECTION
# ----------------------------------------------------------------------
#
# The following options will be read by the MySQL Server. Make sure that
# you have installed the server correctly (see above) so it reads this
# file.
#
[mysqld]

# The TCP/IP Port the MySQL Server will listen on
port=3306


#Path to installation directory. All paths are usually resolved relative to this.
basedir="C:/Program Files/MySQL/MySQL Server 5.0/"

#Path to the database root
datadir="C:/Program Files/MySQL/MySQL Server 5.0/Data/"

# The default character set that will be used when a new schema or table is
# created and no character set is defined
default-character-set=latin1

# The default storage engine that will be used when create new tables when
default-storage-engine=MYISAM


# The maximum amount of concurrent sessions the MySQL server will
# allow. One of these connections will be reserved for a user with
# SUPER privileges to allow the administrator to login even if the
# connection limit has been reached.
max_connections=500

# Query cache is used to cache SELECT results and later return them
# without actual executing the same query once again. Having the query
# cache enabled may result in significant speed improvements, if your
# have a lot of identical queries and rarely changing tables. See the
# "Qcache_lowmem_prunes" status variable to check if the current value
# is high enough for your load.
# Note: In case your tables change very often or if your queries are
# textually different every time, the query cache may result in a
# slowdown instead of a performance improvement.
query_cache_size=0

# The number of open tables for all threads. Increasing this value
# increases the number of file descriptors that mysqld requires.
# Therefore you have to make sure to set the amount of open files
# allowed to at least 4096 in the variable "open-files-limit" in
# section [mysqld_safe]
table_cache=256

# Maximum size for internal (in-memory) temporary tables. If a table
# grows larger than this value, it is automatically converted to disk
# based table This limitation is for a single table. There can be many
# of them.
tmp_table_size=103M


# How many threads we should keep in a cache for reuse. When a client
# disconnects, the client's threads are put in the cache if there aren't
# more than thread_cache_size threads from before. This greatly reduces
# the amount of thread creations needed if you have a lot of new
# connections. (Normally this doesn't give a notable performance
# improvement if you have a good thread implementation.)
thread_cache_size=8

#*** MyISAM Specific options

# The maximum size of the temporary file MySQL is allowed to use while
# recreating the index (during REPAIR, ALTER TABLE or LOAD DATA INFILE.
# If the file-size would be bigger than this, the index will be created
# through the key cache (which is slower).
myisam_max_sort_file_size=100G

# If the temporary file used for fast index creation would be bigger
# than using the key cache by the amount specified here, then prefer the
# key cache method. This is mainly used to force long character keys in
# large tables to use the slower key cache method to create the index.
myisam_max_extra_sort_file_size=100G

# If the temporary file used for fast index creation would be bigger
# than using the key cache by the amount specified here, then prefer the
# key cache method. This is mainly used to force long character keys in
# large tables to use the slower key cache method to create the index.
myisam_sort_buffer_size=205M

# Size of the Key Buffer, used to cache index blocks for MyISAM tables.
# Do not set it larger than 30% of your available memory, as some memory
# is also required by the OS to cache rows. Even if you're not using
# MyISAM tables, you should still set it to 8-64M as it will also be
# used for internal temporary disk tables.
key_buffer_size=349M

# Size of the buffer used for doing full table scans of MyISAM tables.
# Allocated per thread, if a full scan is needed.
read_buffer_size=64K
read_rnd_buffer_size=256K

# This buffer is allocated when MySQL needs to rebuild the index in
# REPAIR, OPTIMZE, ALTER table statements as well as in LOAD DATA INFILE
# into an empty table. It is allocated per thread so be careful with
# large settings.
sort_buffer_size=256K


#*** INNODB Specific options ***


# Use this option if you have a MySQL server with InnoDB support enabled
# but you do not plan to use it. This will save memory and disk space
# and speed up some things.
skip-innodb

# Additional memory pool that is used by InnoDB to store metadata
# information. If InnoDB requires more memory for this purpose it will
# start to allocate it from the OS. As this is fast enough on most
# recent operating systems, you normally do not need to change this
# value. SHOW INNODB STATUS will display the current amount used.
innodb_additional_mem_pool_size=2M

# If set to 1, InnoDB will flush (fsync) the transaction logs to the
# disk at each commit, which offers full ACID behavior. If you are
# willing to compromise this safety, and you are running small
# transactions, you may set this to 0 or 2 to reduce disk I/O to the
# logs. Value 0 means that the log is only written to the log file and
# the log file flushed to disk approximately once per second. Value 2
# means the log is written to the log file at each commit, but the log
# file is only flushed to disk approximately once per second.
innodb_flush_log_at_trx_commit=1

# The size of the buffer InnoDB uses for buffering log data. As soon as
# it is full, InnoDB will have to flush it to disk. As it is flushed
# once per second anyway, it does not make sense to have it very large
# (even with long transactions).
innodb_log_buffer_size=1M

# InnoDB, unlike MyISAM, uses a buffer pool to cache both indexes and
# row data. The bigger you set this the less disk I/O is needed to
# access data in tables. On a dedicated database server you may set this
# parameter up to 80% of the machine physical memory size. Do not set it
# too large, though, because competition of the physical memory may
# cause paging in the operating system. Note that on 32bit systems you
# might be limited to 2-3.5G of user level memory per process, so do not
# set it too high.
innodb_buffer_pool_size=8M

# Size of each log file in a log group. You should set the combined size
# of log files to about 25%-100% of your buffer pool size to avoid
# unneeded buffer pool flush activity on log file overwrite. However,
# note that a larger logfile size will increase the time needed for the
# recovery process.
innodb_log_file_size=24M

# Number of threads allowed inside the InnoDB kernel. The optimal value
# depends highly on the application, hardware as well as the OS
# scheduler properties. A too high value may lead to thread thrashing.
innodb_thread_concurrency=8

[craigbrass]

I think the best thing to do would be to submit a ticket to support at this point (http://members.kayako.net -> "Get Support") as they will be able to look into the issue on your installation and sort it.

[Jufoo]

Any news about this MySQL-disconnection issue ?

Hope someone can help.

[craigbrass]

Jufoo: Are you having exactly the same issue (ie it works most of the time but fails at other times)?

[Jamie Edwards]

Originally Posted by Jufoo

Any news about this MySQL-disconnection issue ?

Hope someone can help.

Hi Jufoo,

If you require assistance in the issue I recommend you submit a support ticket. However, it is very unlikely it is the result of the software itself (if the software can connect "sometimes" then it will be the MySQL server not always accepting connections rather than the software only sometimes making a connection).