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| Chief Operating Officer Posts: 789 Join Date: May 2005 Location: Boise, Idaho |
14-03-2008, 04:21 AM
For everyone's information (there has been a lot of confusion about this in the past): The LiveResponse Client Application is really just a sophisticated wrapper around a very simple concept. Both the client and staff ends in the LiveResponse system are nothing more than something that displays an HTML rendering of the conversation, sending messages to the server through an HTTP(s) POST operation. These messages are sent to the server using AJAX + Javascript, and the code for each can be found in the following locations: 1. For the client: Look in the template called "chatheaderframe" 2. For the staff: Look in /themes/admin_default/winappchatcontentframe.tpl Both of these source files contains code that is nearly identical. Each one performs a loop, polling the server for messages. If a message is received it is displayed. When the staff user receives an error such as "The client's chat window is not responding," this means that the client's loop is no longer polling the server for updates. This can be caused by several things, such as network problems, browser incompatibility (although we test with IE6, IE7, Firefox2, Opera and Safari), or it is possible that the client has simply changed their mind and closed the window. Please understand that we do not change the code in the LR Client that sends or receives messages between builds, so if you upgrade the client application and you experience problems, it is very very likely that it is coincidental (unless you upgraded your server software at the same time, then it is probably not a coincidence and you should open a support ticket) -------------------------------------------------------------------
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| Chief Operating Officer Posts: 789 Join Date: May 2005 Location: Boise, Idaho |
14-03-2008, 10:24 PM
Sorry guys, it seems like a bad manifest creeped into the last few builds. Please download the .61 build from http://hotfix.kayako.com/latest.php?...platform=win32 and let me know *immediately* if you experience any problems. NOTE: Make sure to uninstall before reinstalling LR. -------------------------------------------------------------------
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| New Member Posts: 24 Join Date: Sep 2004 |
16-03-2008, 10:39 AM
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I use the eSupport Application (3.1.1.36 Stable), for live response. How do I apply the above as I am getting the same problems with timeouts etc? Thanks, Chris | |
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| Senior Member Posts: 4,955 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License |
16-03-2008, 10:42 AM
I think you mean you are using SupportSuite. SupportSuite combines eSupport and LiveResponse. In which case, you just need to go to http://hotfix.kayako.com/latest.php?...platform=win32 and download and install on each of your operator machines. Icon Headquarters - Its Elixir - Web2Messenger |
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| New Member Posts: 24 Join Date: Sep 2004 |
16-03-2008, 12:02 PM
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Chris | |
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| Senior Member Posts: 4,955 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License |
17-03-2008, 09:02 AM
A few sites suggest that it is a virus (just done a bit of digging around the net). Have you done a full virus scan to check to see if it is that? Icon Headquarters - Its Elixir - Web2Messenger |
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| Senior Member Posts: 4,955 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License |
17-03-2008, 12:23 PM
What about spyware? Tried a scan for that? Icon Headquarters - Its Elixir - Web2Messenger |
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| Senior Member Posts: 4,955 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License |
18-03-2008, 09:15 AM
Oh right, works fine with an earlier version. I missed that point. It is a WinApp problem then. Icon Headquarters - Its Elixir - Web2Messenger |
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Kayako provides online help desk software and support solutions; enabling companies to improve their support and reduce costs.
Our three main products include: SupportSuite, eSupport and LiveResponse