Live Response keeps going offline

ddixon · 10:27 PM

Would someone be kind enough to review the attached log file please, and offer some interpretation or advise on how we can fix this problem.

We have been using Live Support for sometime without incident, and this has only just started happening over the last day.

craigbrass · 09-07-2008, 07:50 AM

What versions of the following do you have?
1. Live Response (shown on Help -> About).
2. Windows.
3. Internet Explorer (shown on Help -> About).

**Jamie Edwards** · 09-07-2008, 09:55 AM

Hi ddixon,

It looks like a web-server issue, where your web-server is rejecting your HTTP request - this is not being triggered by SupportSuite. Has anything changed recently with regards to your server configuration?

craigbrass · 09-07-2008, 10:08 AM

I am also thinking it could be an Internet Explorer error or a Proxy error due to that error being things sent in the wrong format....

**Jamie Edwards** · 09-07-2008, 10:21 AM

Just had a thought; are you using Squid on your web server?

ddixon · 10-07-2008, 11:47 PM

Web host (finally) came back and confirmed that Squid is not installed on the server. They also say that there have been no changes over the past 2 weeks.

I'm hoping the following information might add some value.

1. Live Response 3.1.1.61 STABLE
2. Windows XP PRO 2002 (SP3)
3. Internet Explorer 7.0.5730.11

craigbrass · 11-07-2008, 07:46 AM

Internally are you using a proxy?

ddixon · 12-07-2008, 05:25 AM

Internally not using Proxy.

However have installed Live Support at home, and it works fine.

1. Windows XP PRO SP2
2. Live SUpport 3.1.1.61 STABLE
3. IE 7.0.5730.13
4. Different ISP also.

Do you think it might be the Windowes SP3?

craigbrass · 12-07-2008, 07:48 AM

I'd doubt it or there would be people here posting the same error. You have kinda ruled out it being the server (unless some weird server firewall is blocking the IP of the machine).

Is it just the one machine causing this problem or have you managed to see it on other machines at your office?

**bear** · 12-07-2008, 11:17 AM

Quote:

Originally Posted by ddixon

Web host (finally) came back and confirmed that Squid is not installed on the server.

Then why is it being included in the error message you posted?

Quote:

Without the correct details we may be unable to resolve your issue.  Your cache administrator is tpg-proxy@tpgi.com.au <hr> Generated 09/Jul/2008:14:45:13 +1000 by syd-pow-pr9.tpgi.com.au )

ddixon · 12-07-2008, 11:14 PM

OK, I've sent a note back to the web host to 'double' confirm the 'squid' bit.

All the machines in the office are unable to work with LiveResponse. Could it be the ISP, as that is the only other variable between LiveResponse working in the office, and with it working on my home computer?

craigbrass · 13-07-2008, 08:24 AM

I suppose the ISP could be using some kind of transparent proxy but this is usually a tactic employed by mobile operators *cough* T-Mobile *cough*

**Jamie Edwards** · 13-07-2008, 10:06 AM

Quote:

Originally Posted by ddixon

OK, I've sent a note back to the web host to 'double' confirm the 'squid' bit.

All the machines in the office are unable to work with LiveResponse. Could it be the ISP, as that is the only other variable between LiveResponse working in the office, and with it working on my home computer?

I think that it is whoever is hosting your web server. Whoever it is, they definitely seem to be running Squid on the web server (according to the error).

**bear** · 13-07-2008, 10:16 AM

From the error message, it would appear to be the ISP. Note the bold bits quoted from the actual error:

Quote:

Please contact TPG Helpdesk or the cache administrator and quote your dialup/ADSL location and IP address if you feel this error is incorrect. If you are reporting this error to the cache administrator you must include this entire error message in your email. Without the correct details we may be unable to resolve your issue.  Your cache administrator is tpg-proxy@tpgi.com.au <hr> Generated 09/Jul/2008:14:44:47 +1000 by syd-pow-pr9.tpgi.com.au )

I'd suggest from this that your ISP at the office is caching/proxying your internet browsing and not delivering the current page from the server. Since the app is requesting a changing random number in the URL (POST /winapp/index.php?_randomnumber=307831999520735), the cached version of the page probably doesn't contain it, so it fails to find it.

craigbrass · 13-07-2008, 12:35 PM

Hmm, missed the ISP's name.

Google provides some information about your ISP not playing ball -> TPG Transparent Proxy - Google Search

I suggest you move to one that doesn't employ transparent proxying.

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craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	09-07-2008, 07:50 AM What versions of the following do you have? 1. Live Response (shown on Help -> About). 2. Windows. 3. Internet Explorer (shown on Help -> About). Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	09-07-2008, 10:08 AM I am also thinking it could be an Internet Explorer error or a Proxy error due to that error being things sent in the wrong format.... Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

ddixon Offline New Member Posts: 14 Join Date: Mar 2007	10-07-2008, 11:47 PM Web host (finally) came back and confirmed that Squid is not installed on the server. They also say that there have been no changes over the past 2 weeks. I'm hoping the following information might add some value. 1. Live Response 3.1.1.61 STABLE 2. Windows XP PRO 2002 (SP3) 3. Internet Explorer 7.0.5730.11

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	11-07-2008, 07:46 AM Internally are you using a proxy? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

ddixon Offline New Member Posts: 14 Join Date: Mar 2007	12-07-2008, 05:25 AM Internally not using Proxy. However have installed Live Support at home, and it works fine. 1. Windows XP PRO SP2 2. Live SUpport 3.1.1.61 STABLE 3. IE 7.0.5730.13 4. Different ISP also. Do you think it might be the Windowes SP3?

ddixon Offline New Member Posts: 14 Join Date: Mar 2007	12-07-2008, 11:14 PM OK, I've sent a note back to the web host to 'double' confirm the 'squid' bit. All the machines in the office are unable to work with LiveResponse. Could it be the ISP, as that is the only other variable between LiveResponse working in the office, and with it working on my home computer?

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	13-07-2008, 08:24 AM I suppose the ISP could be using some kind of transparent proxy but this is usually a tactic employed by mobile operators cough T-Mobile cough Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	13-07-2008, 12:35 PM Hmm, missed the ISP's name. Google provides some information about your ISP not playing ball -> TPG Transparent Proxy - Google Search I suggest you move to one that doesn't employ transparent proxying. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger