LiveResponse chat problems since .48 or later update

[Excel_Tech]

Any Update on this issue? Need different information?

[Excel_Tech]

Sorry for the double post.

[Ryan Lederman]

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)

[jrblaine]

I'm using Vista 64 bit system. And every version of Live support after 3.1.1.36 gives me a error about side by side operation. When I look in the event log I get the following error:

Activation context generation failed for "D:\Program Files (x86)\Kayako\LiveResponse\LiveResponse.exe". Dependent Assembly Microsoft.VC80.DebugCRT,processorArchitecture="x86 ",publicKeyToken="1fc8b3b9a1e18e3b",type="win32",v ersion="8.0.50727.762" could not be found. Please use sxstrace.exe for detailed diagnosis.

[Ryan Lederman]

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.

[netearth]

Originally Posted by Ryan Lederman

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.

Hi Ryan,

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

[craigbrass]

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.

[netearth]

Originally Posted by craigbrass

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.

Cheers Craig, I just tried it and went live a dream.

Chris

[jrblaine]

I uninstalled my old version then installed the .61 version provided in the link. When a second staff member logs in our live support crashes. I have this error in the events log:

Faulting application LiveResponse.exe, version 3.1.1.61, time stamp 0x47dae344, faulting module unknown, version 0.0.0.0, time stamp 0x00000000, exception code 0xc0000005, fault offset 0x00000000, process id 0xfdc, application start time 0x01c887ca4cdcdacc.

Faulting application LiveResponse.exe, version 3.1.1.61, time stamp 0x47dae344, faulting module MFC80U.DLL, version 8.0.50727.762, time stamp 0x45713438, exception code 0xc0000005, fault offset 0x00023c58, process id 0x1344, application start time 0x01c887c94eb3e5f2.

Faulting application LiveResponse.exe, version 3.1.1.61, time stamp 0x47dae344, faulting module ntdll.dll, version 6.0.6000.16386, time stamp 0x4549bdf8, exception code 0xc0000029, fault offset 0x000675fc, process id 0x1344, application start time 0x01c887c94eb3e5f2.

[craigbrass]

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?

[jrblaine]

I have kaspersky and done a full scan today and yesturday. No viruses.

[craigbrass]

What about spyware? Tried a scan for that?

[jrblaine]

I don't have any viruses or spyware, and three other machines using xp are also crashing and they are virus and spyware free. And I don't have any crashes with version .36

[craigbrass]

Oh right, works fine with an earlier version. I missed that point. It is a WinApp problem then.

[owh]

im using the latest .61 and still getting the same issues, im thinking of leaving kayako to our own in house system but really dont want to have to go down this root