LiveResponse chat problems since .48 or later update - Page 3

***Roger Clark*** · 18-03-2008, 08:37 PM

owh,

Can you please upgrade to 3.20.03 stable? We have a fix that we can implement on your server after this version is installed.

Adept Systems · 24-03-2008, 04:45 PM

Quote:

Originally Posted by Roger Clark

owh,

Can you please upgrade to 3.20.03 stable? We have a fix that we can implement on your server after this version is installed.

hello roger,
you mean 3.20.02 stable?

craigbrass · 24-03-2008, 05:43 PM

Considering he said stable, I would assume thats what he means.

Ryan Lederman · 24-03-2008, 06:11 PM

That's what he meant.

rmmsjc · **Same problem -** 31-03-2008, 07:26 PM

Hi,

I'm having the same problem. I note that it only occurs if the visitor is using Firefox.

On IE, the chat works perfectly.

SupportSuite v3.20.02
WinApp v3.1.1.61

I just upgraded to the latest versions. But in previous versions I was having the problem too.

Thanks,
Rodrigo

rmmsjc · 07-04-2008, 02:09 PM

Quote:

Originally Posted by rmmsjc

Hi,

I'm having the same problem. I note that it only occurs if the visitor is using Firefox.

On IE, the chat works perfectly.

SupportSuite v3.20.02
WinApp v3.1.1.61

I just upgraded to the latest versions. But in previous versions I was having the problem too.

Thanks,
Rodrigo

I disabled mod_security and now the chat is working very well!

MikeT@SCT · 16-04-2008, 03:15 PM

I am having this same problem, we can accept chats, but our message is never seen by the customer. They continue to wait... then we get the

"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."

How did you disable mod security?

mbraham · **Same Problem -** 16-04-2008, 03:41 PM

Hi guys,

I have the same problem it appears.
I am using SupportSuite 3.10.02 and Live Response 3.1.1.61.
The chat windows will open between web client and Live Response host, but no text will be shown from either person in their respective windows (in fact the web client side can't send messages at all)

If anyone has a solution to this I would be interested in finding out how to cure it. The chat side of things is rather critical to a new support process I've just initiated!!

(I would be interested in disabling mod_security if i knew what it was, and what it should do!

)

Cheers

Mark

supportskins · 16-04-2008, 04:06 PM

Quote:

I would be interested in disabling mod_security if i knew what it was, and what it should do!

From your other post I read your Kayako is installed on a third party server. In that case you need to contact your host asking them to disable it for you.

craigbrass · 16-04-2008, 04:11 PM

No you don't. Inside the root Kayako directory just create a .htaccess file with "SecFilterEngine Off" in without the quotes.

mbraham · 16-04-2008, 07:27 PM

.... Litterally just a plain text file with (randomname.htaccess?) and have just the word "SecFilterEngine Off" in it?

craigbrass · 16-04-2008, 07:49 PM

I have attached it inside a zip file. Simply extract and then upload to the root directory where Kayako is.

**Jamie Edwards** · 16-04-2008, 07:54 PM

SecFilterEngine Off can no longer be disabled using .htaccess files, as of February 2008, due to core changes in Apache.

There is a different way to do it: Surgeons Net Blog (including sysadmin's ramblings): Disabling mod_security 2 for individual directories

craigbrass · 16-04-2008, 08:17 PM

Oh right. I did think it was a bit pointless that users could disable the security anyway.

mbraham · 17-04-2008, 08:58 AM

Craig / Jamie,

I have SupportSuite hosted externally and forwarded your suggestions to the hosting company and had the following back:

"We cannot disable mod_security on accounts, this is running on our servers to help protect them against attacks throguh scripts that clients have not kept upto date.

I will have the logs checked and see which rule is casuing the problem, we will then remove the rule and let you know once done so you can try again"

Is there any alternative to what you have already suggested (just in case the above doesn't work?

Cheers

Mark

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craigbrass Offline Senior Member Posts: 5,072 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	24-03-2008, 05:43 PM Considering he said stable, I would assume thats what he means. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Ryan Lederman Offline Chief Operating Officer Posts: 794 Join Date: May 2005 Location: Boise, Idaho	24-03-2008, 06:11 PM That's what he meant. Ryan Lederman (ryan.lederman ]at[ kayako.com) ------------------------------------------------------------------- New to the forum? New user's guide here. Submit a bug report here. Submit support tickets via the members area. Submit sales queries either via live chat or via e-mail.

rmmsjc Offline New Member Posts: 2 Join Date: Dec 2007 Owned License	Same problem - 31-03-2008, 07:26 PM Hi, I'm having the same problem. I note that it only occurs if the visitor is using Firefox. On IE, the chat works perfectly. SupportSuite v3.20.02 WinApp v3.1.1.61 I just upgraded to the latest versions. But in previous versions I was having the problem too. Thanks, Rodrigo

MikeT@SCT Offline New Member Posts: 6 Join Date: Mar 2008 SupportSuite Owned License phpinfo()	16-04-2008, 03:15 PM I am having this same problem, we can accept chats, but our message is never seen by the customer. They continue to wait... then we get the "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." How did you disable mod security?

craigbrass Offline Senior Member Posts: 5,072 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	16-04-2008, 04:11 PM No you don't. Inside the root Kayako directory just create a .htaccess file with "SecFilterEngine Off" in without the quotes. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

mbraham Offline New Member Posts: 22 Join Date: Apr 2008 SupportSuite Owned License	16-04-2008, 07:27 PM .... Litterally just a plain text file with (randomname.htaccess?) and have just the word "SecFilterEngine Off" in it? Mark Braham ICT Nework Manager / Cluster ICT Support Coordinator Brannel School (Cornwall, United Kingdom)

craigbrass Offline Senior Member Posts: 5,072 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	16-04-2008, 08:17 PM Oh right. I did think it was a bit pointless that users could disable the security anyway. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger