Number of visitors and Monitor Pane not showing

ljcaswell · 04:10 PM

Since updating to 3.20.02, the monitor pane will not show any information at all, just a blank grey window, and the # of visitors in the taskbar doesn't show either.

Another problem we are having with the new version is that Liveresponse notifies us every few seconds that everyone is offline, then online again, then offline, then online. It's extremely annoying.

Any thoughts?

**Jamie Edwards** · 02-04-2008, 04:32 PM

Have you reverted your templates after upgrading?

ljcaswell · 02-04-2008, 04:33 PM

Yes I have.

**Jamie Edwards** · 02-04-2008, 04:39 PM

Please can you let me know what version of the client you are running? (Help -> About).

ljcaswell · 02-04-2008, 04:45 PM

SupportSuite 3.1.1.61 STABLE

ljcaswell · 03-04-2008, 07:56 PM

Online, offline, online, offline, online, offline, online, offline, online, offline - all day long. It's driving us all crazy!

mescardo · 02:58 AM

I post this message here coz the title is the same, and i dont want to make another thread.

i have the version, 3.10.02-STABLE installed for a serveral months, and now im using the liveresponse version 3.1.1.61-STABLE.

The last week we buy the HackerSafe certificate, and they scanned the server and ask us several changes to tighten the security.

We change a lot of stuff in the PHP.ini and upgraded the mysql to the last version.

And now, like murphy's rules dictates something else is broken.

we can not longer see the visitors or the number of them in the liveresponse.

i check the logs of the liveresponse and i try to navigate to the next address:

"www.zzzzzz.com/supportsuite/?_m=livesupport&_a=fetchvisitors&sessionid=d2abcd0 c4d29af7b26772e40999c79d5&status=3&randno=72851508 425795"

and i get this error:

Fatal error: fetchvisitors action is not registered in C:\webz\xxxxxx\supportsuite\includes\functions.php on line 739

i cant see the file coz it is encrypted and i cant find this error in the forum.

i think we mess up the database when we upgrade the mysql.

can anybody help me?

thanks a lot

Martín.

mescardo · **Update -** 08-04-2008, 03:27 PM

Sorry, anyone know about this problem?

I have to create a new one thread?

any of the admins could help me?

thanks

**Jamie Edwards** · 08-04-2008, 05:40 PM

Hi there,

Is this only happening since the changes were made to your php.ini file? Can you post what the changes were?

ljcaswell · 08-04-2008, 06:09 PM

For the record, I haven't made any changes to my php.ini, or anything else on the server and still don't have a monitor pane, # of visitors in the status bar, and my users are still going online/offine every 30 seconds.

mescardo · **PHP.ini -** 09-04-2008, 04:07 PM

I have rolled back all the changes in the php.ini and the problems still there.

i think that is a problem with the database, after the install of the mysql.

Do you know how i can to reinstall the database without loosing the data?

thanks.

ljcaswell · 11-04-2008, 06:42 PM

Kayako support gave me a hotfix of the winapp and told me to perform these database commands.

DELETE FROM swvisitorfootprints
DELETE FROM swsessions

It worked for me - your mileage may vary.

cliff · 30-04-2008, 10:55 PM

Quote:

Originally Posted by ljcaswell

Kayako support gave me a hotfix of the winapp and told me to perform these database commands.

DELETE FROM swvisitorfootprints
DELETE FROM swsessions

It worked for me - your mileage may vary.

Thank you, this worked for me.

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ljcaswell Offline New Member Posts: 24 Join Date: Aug 2005	02-04-2008, 04:33 PM Yes I have.

ljcaswell Offline New Member Posts: 24 Join Date: Aug 2005	02-04-2008, 04:45 PM SupportSuite 3.1.1.61 STABLE

ljcaswell Offline New Member Posts: 24 Join Date: Aug 2005	03-04-2008, 07:56 PM Online, offline, online, offline, online, offline, online, offline, online, offline - all day long. It's driving us all crazy!

mescardo Offline New Member Posts: 4 Join Date: Apr 2008 SupportSuite Owned License	Update - 08-04-2008, 03:27 PM Sorry, anyone know about this problem? I have to create a new one thread? any of the admins could help me? thanks

ljcaswell Offline New Member Posts: 24 Join Date: Aug 2005	08-04-2008, 06:09 PM For the record, I haven't made any changes to my php.ini, or anything else on the server and still don't have a monitor pane, # of visitors in the status bar, and my users are still going online/offine every 30 seconds.

mescardo Offline New Member Posts: 4 Join Date: Apr 2008 SupportSuite Owned License	PHP.ini - 09-04-2008, 04:07 PM I have rolled back all the changes in the php.ini and the problems still there. i think that is a problem with the database, after the install of the mysql. Do you know how i can to reinstall the database without loosing the data? thanks.

ljcaswell Offline New Member Posts: 24 Join Date: Aug 2005	11-04-2008, 06:42 PM Kayako support gave me a hotfix of the winapp and told me to perform these database commands. DELETE FROM swvisitorfootprints DELETE FROM swsessions It worked for me - your mileage may vary.