Live Support isn't working :'(

**Digital Mayhem** · **Live Support isn't working :'( -** 04-01-2007, 12:33 PM

our Livechat hasn't worked for over a month now...

When we get a chat request we accept it the chat window appears and we send a message to the client. Only thing is the client never receives our message. Then if the client tries to send a message they get a message that says:

Code:

Your message could not be delivered, Please wait for an Operator to accept your request.

Then after about 2-3 minutes with no response the Staff Member gets this message:

Code:

he Client's Chat Window is not responding. If you continue to receive this message, the client may have ended the chat session, or the chat may have timed out.

This Affects ALL our Staff Members and ALL our Clients. Not just me so this is a major issue... Please Help....

Neil-UKWSD · 04-01-2007, 12:41 PM

Hi Steve,

What version of the SupportSuite/eSupport back end are you running?

What version of the WinApp are you running?

skaye · 04-01-2007, 12:47 PM

Other people are reporting that it works flawlessly running under Linux but not on Windows.

Neil-UKWSD · 04-01-2007, 12:49 PM

Quote:

Originally Posted by skaye

Other people are reporting that it works flawlessly running under Linux but not on Windows.

Hi,

The current build marked as unstable works for both fine, the chat was broken again in subsequent CVS builds but should be fixed by the weekend Varun posted earlier.

**Digital Mayhem** · 01:44 PM

Well SupportSuite am running 3.04.51 unstable and Winapp am running the latest build dated Dec 31 3.1.0.8 BETA and am running on Linux.

supportskins · 04-01-2007, 02:09 PM

Did you recently upgrade or the issue popped up from no where?

**Digital Mayhem** · 04-01-2007, 04:43 PM

Well upgraded over a month ago... I personally haven't been on it for several months... Then the other day a Staff Member of mine said that the LiveChat hasn't been working for over a month now.... So I cant say if its due to a upgrade or not...

Thijs · 16-01-2007, 05:06 PM

Hi,

I have seen the same on 3.10.0, latest CVS build.

Someone has the same ?

Cheers,

Thijs

Thijs · 17-01-2007, 01:12 PM

Hi,

Ok, I solved this by restoring the chat-templates.

I was using an "old" backup for the templates.

Cheers,

Thijs

***Varun Shoor*** · 18-01-2007, 06:58 PM

Thanks for updating the thread with the resolution.

Regards,

Varun Shoor

jesscoburn · 02-03-2007, 06:28 PM

Thijs,

This worked for me to. I didn't make any changes to the templates and it wasn't working. I did "restore" for each of the templates and now it works.

Jess

Ryan Gripp · 14-03-2007, 04:46 PM

I am having the same problem, how do I restore the "templates"?

supportskins · 14-03-2007, 06:12 PM

You can restore the templates under:
Admin CP > Templates > Diagnostics > List Modified Templates > Choose Template Group > List

OR

Admin CP > Templates > Restore Templates > Upgrade Revert Required > List

Ryan Gripp · 14-03-2007, 08:14 PM

I did this, and still we are getting those errors above.

Ryan Gripp · 14-03-2007, 09:12 PM

fixed.

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Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	04-01-2007, 12:41 PM Hi Steve, What version of the SupportSuite/eSupport back end are you running? What version of the WinApp are you running? Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

skaye Offline New Member Posts: 20 Join Date: Dec 2006 Location: Sydney, Australia	04-01-2007, 12:47 PM Other people are reporting that it works flawlessly running under Linux but not on Windows.

supportskins Offline Senior Member Posts: 3,858 Join Date: Aug 2006 Location: Mumbai, India	04-01-2007, 02:09 PM Did you recently upgrade or the issue popped up from no where? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Thijs Offline Member Posts: 253 Join Date: Jan 2007	16-01-2007, 05:06 PM Hi, I have seen the same on 3.10.0, latest CVS build. Someone has the same ? Cheers, Thijs

Thijs Offline Member Posts: 253 Join Date: Jan 2007	17-01-2007, 01:12 PM Hi, Ok, I solved this by restoring the chat-templates. I was using an "old" backup for the templates. Cheers, Thijs

jesscoburn Offline New Member Posts: 5 Join Date: Sep 2003	02-03-2007, 06:28 PM Thijs, This worked for me to. I didn't make any changes to the templates and it wasn't working. I did "restore" for each of the templates and now it works. Jess

Ryan Gripp Offline New Member Posts: 16 Join Date: Feb 2007	14-03-2007, 04:46 PM I am having the same problem, how do I restore the "templates"?

Ryan Gripp Offline New Member Posts: 16 Join Date: Feb 2007	14-03-2007, 08:14 PM I did this, and still we are getting those errors above.

Ryan Gripp Offline New Member Posts: 16 Join Date: Feb 2007	14-03-2007, 09:12 PM fixed.