LiveResponse chat problems since .48 or later update

[mbraham]

Jamie,

I have copied you in to an email which I have just sent to Sandeep, but I thought I should post here to update anyone else who has been involved or may be reading having experienced similar issues.

As you know from our private messages today, we managed to prove that the issue was NOT mod_sec by working closely with our hosting company who kindly let us perform tests on one of their servers which housed us. With mod_sec disabled / removed server-wide, our problem still existed.

Having now upgraded from v3.10.02 to v3.20.02 and restored various templates after the upgrade, I can now confirm that full functionality within Live Response has been restored.

I guess this doesn't help anyone at a technical level (having not pinned down what is specifically wrong), but it does suggest that the first port of call for anyone reading this that knows mod_sec isn't the issue (by having testing as thouroughly as we have today), is that they should seriously consider obtaining the latest version of SupportSuite and checking template files are ok afterwards.

Despite my many posts, and large amount of time dedicated to resolving this issue, I must commend and thank Kayako (especially Jamie), and UKWSD (hosting company - not specifically advertising - but feel it should be mentioned that they bent over backwards to help me get this sorted...)

Many many thanks to all involved on this board.

Cheers

Mark

[Jamie Edwards]

E-mail received, and glad to know it is resolved

I must note, however;

but it does suggest that the first port of call for anyone reading this that knows mod_sec isn't the issue

mod_security really should be disabled to ensure SupportSuite functions correctly.

[Neil-UKWSD]

Hi,

There is no problem at all with running mod_sec, we've been running it for years. In the even it is causing a problem with a script running normally a quick look through the mod_sec log will show you the entry for the site and give some insight into the rule it may have triggered so it can be removed or altered as needed.

It blocks far more exploits in pooerly written or never updated scripts than it does legitimate scripts.

From Mark reporting the problem to us I checked the mod_sec logs and could see from them that mod_sec was not casuing the issue. I worked with Mark todaye to allow him to test with mod_sec disabled to prove to Kayako this was not the casue of the problem.

[mbraham]

Jamie,

In our private messages today you seemed happy to admit that mod_sec had been tested / investigated enough for us to disprove the theory that it was to blame.
I think your comment in response to my account of todays resolution may possibly mislead any potential visitors to this thread with similar problems.

Mod_sec may cause a lot of problems in some cases, but in this case, where the hosting company have been able to provide such in-depth assistance, and the resolution to my issue could only be resolved with an upgrade to SupportSuite itself (with mod_sec still running on the server hosting my account) I think it is important that it is not automatically considered that mod_sec is to blame. It certainly wasn't in my case.

[lindsey]

I noticed that we were having this same issue right before launching SupportSuite over 3 weeks ago. I had already upgraded to 3.20.02 and was running the most recent version of the WinApp. (Now running 3.1.1.56... don't really care to test it with ..61)

After waiting 3 weeks for support to fix this problem (what a joke), I gave up on them and figured out a work around myself. I downloaded 3.11.01 and replaced:

/modules/livesupport/winapp_chatloop.php
/modules/livesupport/client_chatloop.php
/themes/admin_default_winappchatcontentframe.tpl

with the 3.11.01 versions. I can accept chats now, plus there's no javascript errors on the client side. So far I see no conflicts, and I hope there won't be any, because I will be really hesitant to do any more upgrades for this lovely software.

[Jamie Edwards]

Hi lindsey,

1) Did you revert your templates after your upgrade?

2) You should use the latest version of the LiveResponse Desktop Application, especially when making a SupportSuite upgrade.

[lindsey]

1. Yes, I did revert them after upgrading.

2. I was using the latest version while upgrading. I disagree with that statement. Your 'latest versions' are anything but stable. Your 'bug fixes' are a whole new realm of bugs. However, since some of our staff already has it downloaded I tested 3.1.1.61 it and it works fine as well.

[Jamie Edwards]

Hi lindsey,

Our desktop application go through several 'UNSTABLE' and 'BETA' iterations before maturing to 'STABLE' status; all of the builds that you see listed as stable are certainly stable: http://hotfix.kayako.net

[lindsey]

Obviously, if I had to revert files just to get a feature to work, the latest version is not stable. There's no point in arguing with you and pointing out all the bugs and the overall lack of quality of SupportSuite because people who really use it are fully aware of the failure.

It's ironic that you assure me of the stable builds seeing as Kayako can't seem to keep up running current versions themselves (oh, looks like they upgraded, way to go!). I would also like to point out that the last time I chatted with your staff, even your chat client was throwing that chatchunks JS error. And I'd love to know what these 'iterations' are... because surely no sort of testing is involved.