Not connecting

[Empservers.com]

When i try to connect to a livechat session to talk to the people, It wont let me. When i try send a message i get

Unable to deliver the message. The chat session has either ended or expired.

[mbraham]

Hi Empservers,

If you are on the server side and get this message from within live response it could just mean that the person has left or closed the window. Thats the kind of message I get in my enviroment when the kids (i work in a school) decide to connect and then run off just to annoy me!

[Empservers.com]

No because i opened the livechat up myself. I was trying to test it out and it doesnt work, I asked a friend to request a livechat session, He did, I accepted but i still got that error

[mbraham]

Was your friend requesting the chat via the internet, or within your network?
Did they get any errors returned?

Are you able to chat with yourself (if you have Live Response open and browse to your Support Suite installation and initiate a chat with yourself..)
What errors (if any) do you get from each end when you try that?
What version of Support Suite and Live Response are you using?

[Empservers.com]

Latest version, Yes i have tryed to chat with myself it doesnt work. And no he wasnt on my network he was on internet.

I dont get any errors, I accept the chat but it doesnt say its been accepted on the visitors side, And i get that error when i try to send any messages

[mbraham]

Just to confirm (as there have been quite a few extra releases lately from looking on other threads) you are definately using the latest version of Live Reponse?
I believe it is 3.1.1.61 STABLE.... (Help and About inside Live Reponse desktop app)

[Empservers.com]

Straight from members area

3.20.02.stable

[mbraham]

We've either got crossed wires, or something is wrong with my installation!!
I have SupportSuite 3.20.02 but the Live Response desktop app that is bundled with the download of SupportSuite installs and is version 3.1.1.61.
If you have SupportSuite latest version I'll assume you have the latest version of Live Reponse anyway (whatever number that may be!)

Has anything changed with your installation lately? (Between now and the last time you had Live Response working?)
There are a number of Windows Updates that have been mentioned on the forum that caused problems (althought they should have been resovled if you are using the latest versions etc)

If you PM me with your email address or MSN address then I will let you connect to my installation and test with me.
It might not resolve your issue, but it will be able to strike out it being a infrastructure issue (i.e if you can connect to my working installation and use the Live Support feature it will narrow the issue down to be something with your support suite installation / server)

[Empservers.com]

I install it, And it has NEVER worked :S.

[jnet]

well I have received chat and have been chatting . before using kayako I was using another chat program all I can say for some strange reasons I have less chat request after I used kayako

[Empservers.com]

I opened a ticket YESTERDAY with kayako and STILL NO REPLY.

[craigbrass]

Kayako don't work weekends so it will be Monday when it gets answered.

[Jamie Edwards]

Originally Posted by Empservers.com

I opened a ticket YESTERDAY with kayako and STILL NO REPLY.

Hi there; unfortunately the support office is closed during the weekends. A technician will respond to you promptly on Monday morning (or late Sunday night, if you are in the US).

[JonathanC]

Any updates on this? We need to roll out this chat functionality in production and we can not get the agents and the end users to connect.

[John Haugeland]

This customer's support ticket was closed months ago. The problem was caused by their server's installation of mod_security.

If you are having a similar problem, please open a support ticket. (If you'd like, you can check and see if your server is running mod_security; if so, turning it off may resolve your issue similarly.)