Problem with Live Support (doesn't seem to be allowing a user to connect to me)

[garymgordon]

I upgraded to the newest version today.

I don't remember having the problem prior to the upgrade.

Let me try to explain what is happening.

It's very odd. After I accept a chat from a visitor, .. it doesn't show up as though I am available. It continues to say "Please wait, an operator will be with you shortly." Even after I try typing "hello" or anything, it doesn't appear in the visitor's window.

It's just driving me crazy, because I can see that their's a visitor in the control panel for Live Support. I can see when they start or "Pending Chat" .. but when I answer .. nothing happens on their end. It looks like it okay on my end, but they see no response.

It displays "ONLINE" on my website, but when users try to chat with me ... they don't see my responses. They can initiate a chat (and I can initiate a chat to them), but when I type back to them .. they don't get my response .. and they don't see me online.

Any idea what could be causing this. It seems like the user interface (when they try to chat with me) doesn't see me when I accept their chat request or when I initiate a chat (even if they say they accept).

Any ideas?

Gary

[Varun Shoor]

Two things. Firstly, We changed a lot of core templates so you need to make sure that all templates which are marked as 'Upgrade Revert Required' are restored.

Secondly, The winapp has also been updated so make sure you upgrade to the latest beta too.

Regards,

Varun Shoor

[garymgordon]

I appologize.

But .. I have no idea what needs to be done.

I ran the upgrade after I downloaded the new version. I figured (as it should have) .. that all files that needed to be changed, would have been changed appropriately.

If I need to do anything else other than just run the upgrade.php file (which I did .. and had success), please tell me specifically, what to do. Meaning, please let me know where I need to look, what I need to do, how to upgrade winapp, how to find the templates you are referring to, how to change them (as you described). I am just very confused and would appreciate it if you could give me very specific instructions on what I need to do, step by step.

And, if you could tell me how to do this asap, I'd appreciate it very much.

Thanks,
Gary

[Jamie Edwards]

Hi Gary;

Templates are sometimes updated in between product upgrades. This means that the new copies need to be synchronised with the copies you are currently running.

To do this:

1) Login to the admincp
2) Click "Templates"
3) Click Diagnostics
4) Under List Modified Templates click List
5) Click on each template name listed
6) When "viewing" the template, click "Restore"
7) Do this for every template until no more are listed under "Diagnostics > List Modified Templates".

Please note that "Restore"(ing) a template will clear any customisations done to that template.

With regards to getting the latest WinApp build: http://hotfix.kayako.com/



Thanks;