Error in LiveResponse

[graham.simmonds]

When trying to reply to a request to chat from a user we get the following error in the chat window:

"Unable to deliver the chat message. The chat session has either ended or expired"

This is the message recorded in the error log:

"[09-Feb-2007 22:03:57] PHP Warning: livesupport::require_once(./modules/livesupport/winapp_chatloop.php) [<a href='function.livesupport-require-once'>function.livesupport-require-once</a>]: failed to open stream: Permission denied in D:\Sites\support.blueteq.co.uk\supportsuite\module s\livesupport\livesupport.php on line 238"

I have done a search of the other threads on this error and none of things suggested in any of them seem to make any difference. We are running PHP 5.2 on Windows Server 2003.

Many thanks for any help you can give.

Graham

[Roger Clark]

At first glance, it looks like your permissions are incorrect in the /winapp/ folder. Try changing them so that the web server can open files in this directory.

[graham.simmonds]

Hi Roger

Many thanks for replying.

I have tried opening the permissions on the /Winapp/ folder and it does not make any difference.

It gives exactly the same error message as mentioned above.

I have put in a support ticket TKL-675813.

I was wondering if I should try a newer build of Supportsuite (we are on stable 3.4.10)?

Graham

[graham.simmonds]

Roger

Please, are you able to help further?

Graham

[Roger Clark]

Either there is something wrong with your server configuration, or there is actually a problem with our web end. In either case, it is not a problem with the Windows client app.

All I can say at the moment is to upgrade to the latest version of the SupportSuite server software. If you're using the latest version, please let us know how you installed it and what permissions you gave to the folders.

Admittedly, this kind of thing is beyond our control; there is no way we can support the correct usage of IIS, but I'll try to help as much as I can.

[graham.simmonds]

Hi Roger

We have made every effort to ensure that our server configuration matches the instructions given and I am fairly sure that this is not the issue. I am also certain that it is not the WinApp as the LiveSupport function worked well with our trial. The trial web software however runs on Linux and not Windows 2003 so I believe that the issue is linked to this.

Furthermore, I received this message from Raghav re my support ticket on this subject:

"I just got an update from the developers that this issue is fixed in the CVS build and we are releasing the stable build later this week."

I look forward to the update being made available so that it can solve my problem. I will let you know if it works after we have updated.

Graham