Need Help getting ViewShare to Work

[Doug I.]

I was hoping build 3.00.12 would make ViewShare work for me, as I had seen some early reports of problems with it.

But even after upgrading, I am still unable to get ViewShare to work. The visitor will see a window pop-up over the chat session, but then gets the following info:

The page cannot be displayed
There is a problem with the page you are trying to reach and it cannot be displayed.

Please try the following:

Click the Refresh button, or try again later.

Open the <IP Address>:5055 home page, and then look for links to the information you want.
If you believe you should be able to view this directory or page, please contact the Web site administrator by using the e-mail address or phone number listed on the <IP Address>:5055 home page.
10061 - Connection refused
Internet Security and Acceleration Server

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Technical Information (for support personnel)

Background:
The server you are attempting to access has refused the connection with the gateway. This usually results from trying to connect to a service that is inactive on the server.

ISA Server: myserver.ISOFT.local
Via:
URL: http://<IP Address>:5055/connect?hash=546c8eec2f
Time: 9/24/2005 8:46:40 PM GMT

The only thing I noticed that might be part of the problem is that the IP Address that shows in the visitor's URL is slightly off from that of my actual web site server.
The last part of the IP is off by a few digits (e.g. 65.10.165.178 instead of 65.10.165.186)
I did an experiment as another had suggested on this forum and manually changed the IP address to that of my web server, but it didn't work.
I have check my firewall software and even tried changing the port to one that I know is open because I use it for RDP... and still nothing.


I'd love to get this ViewShare to work, can anyone point me in the right direction?

TIA,
Doug

[PDXMan]

I'm able to push the right URL, but then can't seem to figure how to open the viewshare window in the chat area???

I need a hint,

Thanks.

[Doug I.]

When you say you are able to push the URL, What are you referring to?
Do you mean that you went to a separate browser window and forced the URL there to see the ViewShare process?

Maybe some form of a pop-up blocker is stopping your chat session from opening the ViewShare Window. This seems to be the only thing that does work for me... but I have yet to see any resulting screenshots from the ViewShare proces..

[PDXMan]

I just ran across a post that said that view share may be sold seperately. . . so. . . we might need to hurry up and wait.

Maybe Neil can shed some light on this.

[Doug I.]

Unless this was some recent decision by Kayako... I don't think Viewshare is a separate product. It's certainly not listed as a product in Kayako's pricing list.

I think I'm going to be adventurous on this one and create a trouble ticket with Kayako on this matter I don't think there are enough users experimenting with ViewShare to be able to respond to my problems. Everything about Viewshare sounds great... but I've never seen it in action.

Doug

[Neil-UKWSD]

Hi,

As far as I am aware ViewShare will remain free as part of LiveResponse, we tested it many builds ago but I had to open the ports on my Router/Modem firewall for it to work as the user is making a connection to my PC for the use of ViewShare.

[Varun Shoor]

Hi Doug,
The IP Address in the swsessions table, Is it correct and points to your public IP?

Regards,

Varun Shoor

[Doug I.]

Hi Varun,

Thank you for responding. I am extremely eager to see this ViewShare in action and give you guys some very good feedback on the product.

I have checked the swsessions table and there are several rows in this db.
There are at least 4 different IP Address values showing in these half dozen rows in the table. None of these IP Addresses are the public IP Address where my SupportSuite program resides.

Is there some hidden setting that I have not done correctly?

Please help. I'm very knowledgeable with your program at this point and have 15 years IT experience. I'm sure you can talk me thru anything that I need to do.

Could this be a problem unders Windows 2003 Server Edition? Up to now, I have had everything with your product working great under an entire Windows environment... I hope this isn't one of those gotcha's.

Later,
Doug

[Varun Shoor]

Hi Doug,
I am still looking into the issue and will post some more updates once the new bug fix build goes up.

Regards,

Varun Shoor

[PDXMan]

Cool. . . I would love to offer this service to my clients. . .

Thanks.

[interfacecomput]

Is there a fix for view share yet? I am unable to use it as the browser comes up on the customer's end as 404 page can not be displayed.

[craigbrass]

Have you forwarded the ports? Instructions on this are in the manual to a point. After that it depends on your router.

[Ryan Lederman]

Originally Posted by interfacecomput

Is there a fix for view share yet? I am unable to use it as the browser comes up on the customer's end as 404 page can not be displayed.

Make sure that you've chosen the proper IP address and port combination for the local computer that ViewShare is running on. If you are using your router's IP address, you need to ensure that the port is forwarded to the correct machine inside the local network.