LiveResponse chat problems since .48 or later update

[owh]

i dont know if this is directly related to this issue but i have downloaded the quick fix live response version and am running kayako 3.11.01 when customer request a live chat, the live chat operator is able to accept the chat but it doesnt update the clients window to allow them to chat to the operator it just says a operator will be with you shortly,

You can still see the client is typing a message in the operator window

after a few minutes i get the following message in the client window

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

Any one know how to fix this?

[craigbrass]

That won't be related to the update I don't think. Sounds more like a template issue. Have you modified them recently?

[blweb]

I am experiencing the exact same issue with the latest update. I tried disabling my client firewall as well as the server's firewall for testing (just to make sure it was not related to some udp/tcp port settings).

[Jamie Edwards]

Thanks, we'll investigate the problem.

Originally Posted by blweb

I am experiencing the exact same issue with the latest update. I tried disabling my client firewall as well as the server's firewall for testing (just to make sure it was not related to some udp/tcp port settings).

Originally Posted by owh

i dont know if this is directly related to this issue but i have downloaded the quick fix live response version and am running kayako 3.11.01 when customer request a live chat, the live chat operator is able to accept the chat but it doesnt update the clients window to allow them to chat to the operator it just says a operator will be with you shortly,

You can still see the client is typing a message in the operator window

after a few minutes i get the following message in the client window



Any one know how to fix this?

[owh]

i dont know if this is directly related to this issue but i have downloaded the quick fix live response version and am running kayako 3.11.01 when customer request a live chat, the live chat operator is able to accept the chat but it doesnt update the clients window to allow them to chat to the operator it just says a operator will be with you shortly,

You can still see the client is typing a message in the operator window

after a few minutes i get the following message in the client window

Quote:
The client's chat window is not responding. If you continue to receive this message, the client may have ended the chat session, or the session may have timed out.
Any one know how to fix this?

[Jamie Edwards]

Hi Owh,

• What operating system are you running?
• Does this happen with every chat?
• Is it occurring only since installing build .48 (the recent fix build)?
• What build were you running before then?

[owh]

Im running windows xp pro (with the latest patch of doom)

yes its happening on every chat

yes its been happening since the .48unstable build

i was running build 3.1.1.36

thanks

[Roger Clark]

owh,

Would you be willing to allow us a test account on your server to attempt to figure out what's going on here? There are no differences in chat between .36 and .48 on our servers.

[fbrzz]

well well 4 days and still struggling with this installation

I installed the last stable supportSuite and when a customer tried to reach me by chat he always receive this message : "The client's chat window is not responding. If you continue to receive this message, the client may have ended the chat session, or the session may have timed out."

i went to kayako livehelp and an operator told me to upgrade to the new CSV version: "Jasvinder Singh: Please upgrade your helpdesk to the latest CVS Build (3.11.02) from your members area."

I upgraded it and now when i go to the chat window i can't accept conections and in the client frame appears a JS error:

"unterminated regular expression literal
[IMG]chrome://firebug/content/blank.gif[/IMG]</chatchunks>"

and firebug says that the response was: "<?xml version="1.0" encoding="iso-8859-1"?><chatchunks><chunk><type>chatstatus</type><status><![CDATA[1]]></status></chunk></chatchunks>"




what should i do?

[Jamie Edwards]

Hi fbrzz,

We are looking into the problem and will report back soon.

[owh]

i updated to .55unstable build and still having ssues

[Excel_Tech]

I vouche same thing here. Subscribing awaiting the fix..


Thanks

[Roger Clark]

owh and Excel_Tech,

Can you please be more specific? What are the issues you are experiencing?

[Excel_Tech]

just recently updated to supportsuite 3.11.01. I previously was using winapp ver 3.1.1.33 and now use 3.1.1.36.

I dont think its the winapp (although not certain) but whenever a client tries to use live support button on our support url, the winapp acknowledges the request, sends it to a user, and then when we accept receive the following:

"The client's chat window is not responding. If you continue to receive this message, the client may have ended the chat session, or the session may have timed out."

I reverted back to the 3.1.1.33 version of winapp just to see if it worked and it didnt. Still got the non responsive client chat window.


Hopefully this was detailed enough thanks for your help

[owh]

Same as above still need a fix