Instalert Question and login problem

[athanasiusrc]

Will Instalert work with esupport?

I am testing Support Suite and have tried to get instalert working (latest build) but we keep getting the following error:

Failed to get ticket data from server. Reason: 'Received unexpected response from server (invalid header)!

I have followed the directions to make sure that I have the right path, I have checked the case of my login.

[Ryan Lederman]

Yes, it will work. You should post the entire contents of the error message here in order to most effectively solve this problem.

[athanasiusrc]

I downloaded the latest build from the hotfix site and still get the same error.

05/07/2006 17:57:21 Failed to get ticket data from server. Reason: 'Received unexpected response from server (invalid header)!

Data: (<center><b><font color='red' face='verdana, arial, helvetica' size='2'>[WARNING]: Setup Directory not Deleted</font></b><BR /><font color='black' face='verdana, arial, helvetica' size='1'>Please delete the setup directory before using the product, Keeping it on server can result in security breaches.</font></center> <BR />compressed;69cbbd044b5137a5cc2a026cff85ac91;8e0e5 75b55a661b256535c96d9f54ca5;139;178;x^³±¯ÈÍQ(K-*ÎÌϳU2Ô3PRHÍKÎOÉÌK·U
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Error: <No extended error information available>

[Ryan Lederman]

Did you read the error message? It plainly says "Please delete the setup directory before using the product, Keeping it on server can result in security breaches."

You should try deleting the setup directory and try again.

[athanasiusrc]

That fixed the problem. It would be nice if the message would say that the setup directory is keeping the program from loading properly.

If we buy the hosted option, do we need to buy a licence for each person using the system?

[Ryan Lederman]

Originally Posted by athanasiusrc

It would be nice if the message would say that the setup directory is keeping the program from loading properly.

It did say that sir. Please take another look at it.

Originally Posted by athanasiusrc

If we buy the hosted option, do we need to buy a licence for each person using the system?

No, the license is a per-server license. Thanks for using Kayako.

[Digital Mayhem]

If you are referring to the "InstaAlert Pro" program then yes each PC will need a License.

[athanasiusrc]

Are there different versions of instalert?

The message said to delete the setup directory because of security issues. It didn't say anything about it preventing the Instalert from actually functioning.

Maybe I'm just one of those customers who needs things spelled out very, very clearly.

[Ryan Lederman]

There is only one version of InstaAlert. However, once you have purchased a license, you will be able to activate more functionality than is available in the free version.

The free version only alerts the user to new tickets, while the pro version allows the user to view a tree of all departments and statuses, with easy click-to-visit navigation.