Stability worse in 3.11.01?

[eger]

I am wondering if anyone has noticed worse live chat stability in 3.11.01? After upgrading I notice MANY of my chats throwing the "The client's chat window is not responding...." error.

Live chat had been a little unstable in previous 3.10.02. But not nearly this bad. Wondering if anyone else can comment on this.

I know the Kayako team is working on a change in CVS that should throw errors in chat to help debug this kind of stuff. But right now I don't even know how to start debugging this...

[Jamie Edwards]

Unless you have installed the latest CVS update with the rewritten live chat engine, then no - there should be no added INstabilities especially where chats are concerned.

Are you sure you can correlate the increase in problems to the 3.11.01 upgrade?

[craigbrass]

I started having similar problems but it is down to my net connection cutting out every so often. Check this on your setup as well.

[eger]

I can't correlate anything yet. I am still monitoring and testing when customers chat with us. However I talked to some other tech's internally who actually think stability has increased so there might not be an issue.

I was just wanted to hear from other customers what they thought.

[craigbrass]

My personal opinion is stability has got a lot better over the past year since Ryan / Roger tweaked it.

[Ryan Lederman]

In the current CVS build there is redesigned chat code that uses XML instead of JS to communicate between server and client.

However, in the 3.11.01 STABLE build, nothing is different. Make sure you have installed the STABLE build, and not the CVS build.

[Siora]

I'm confused, if the CVS has the redesigned/better live chat code why should we make sure we have the Stable build and not the necessary files from the CVS build.

[craigbrass]

Because it isn't stable yet is the simple answer. They are still working on it.

[Ryan Lederman]

Craig is right. We're not done developing/testing the new chat system.

[Siora]

okay cool..just wanted some clarification. Work away boyz.

[Jamie Edwards]

Originally Posted by Siora

I'm confused, if the CVS has the redesigned/better live chat code why should we make sure we have the Stable build and not the necessary files from the CVS build.

If you want to risk it you are welcome to upgrade, but it has not been properly tested.

[Siora]

Actually when there is a bug fix what I do is download the CVS and upload the one file that was changed to fix the bug. Is that okay to do or is that gonna break my system?

[Jamie Edwards]

Originally Posted by Siora

Actually when there is a bug fix what I do is download the CVS and upload the one file that was changed to fix the bug. Is that okay to do or is that gonna break my system?

I recommend you do not do this; either upgrade the whole version or not at all (due to the number of changes related to live chat).

[Siora]

no no, I understand for live chat but for the other small bugs is it okay to do this. I've read that when a bug is fixed we can contact support and they will provide the file so I'm assuming its okay to simply get the file ourselves. Like the whole department/status change bug, I just downloaded the one file from the CVS and copied it over.

[Jamie Edwards]

Originally Posted by Siora

no no, I understand for live chat but for the other small bugs is it okay to do this. I've read that when a bug is fixed we can contact support and they will provide the file so I'm assuming its okay to simply get the file ourselves. Like the whole department/status change bug, I just downloaded the one file from the CVS and copied it over.

Most of the time, it is indeed ok. However, you should be cautious and be fairly familiar with changes made throughout the CVS version. For example, a change in one file that may fix a bug may also depend on a change in another file made earlier.

As long as you backup you should be fine If unsure, you can submit a support ticket or post here and I'll try find out for you if I do not know already.