Problem after installation

[kenknight]

Hi all,

Just getting LiveResponse installed on our server and am running into issues with the LiveRespone Win32 Client. It will stay logged in for anywhere between 30sec and 1 min 30 secs, then it drops off line.

Also I'm seeing session expired after a couple of minutes of activity through the browser also.

So here's the big concern / question; We have a daul-wan route to the internet with Load balancing. Is this what is causing the session expiration in both the Win32 client and the browser?? If so this is going to be a major problem for us. We are actually a software development house and are not seeing this type of issue with the code we develop in PHP or other web technologies.

Cheers!
Ken

[craigbrass]

I wouldn't of said load balancing equipment would cause this. Does your IP change often?

Also, are you able to check on another internet connection to eliminate it being a server-Kayako-is-installed-on issue?

[Jamie Edwards]

Thinking back, this may actually have something to do with your load balancing set up but I am not certain. Please submit a support ticket with the question and post your ticket ID so I can ensure it gets routed to the right technician.

[craigbrass]

Out of interest, you don't deploy a caching server do you? That would deffo cause problems like this.

[Jamie Edwards]

Caching servers tend to be intelligent, and shouldn't typically interfere with these kind of requests.

[craigbrass]

In theory this is true but I have found that Novell Bordermanager is a particually bad one for this.

[kenknight]

Hi all,

At this point it is almost 100% guaranteed to be a problem with the dual wan. I just logged into a remote server in another office and used the web interface with zero session problems.

I've submitted a ticket to support. So hopefully we'll be able to resolve this soon.

Thanks,
Ken

[craigbrass]

I think it may need to be fixed at your end rather than Kayako...

[kenknight]

Hi Craig,

Actually I'd have to disagree. I have several clients with dual wan interfaces and this would not be a viable option if I had to make provisions in the router for just this application when I'm not having to do this for other applications.

As I stated before, we develop php session based applications and we're not experiencing this problem. Even through our ajax interfaces.

Now if you want to say that a specific protocol such as SSL requires a single IP connection then fine, but Kayako is using plain http, which as far as I'm concerned must be load balanced since it represents the bulk of the traffic.

Cheers!
Ken

[craigbrass]

Post your ticket ID here so Jamie can pass it to the developers to look at ASAP then. Hopefully they will come up with an answer for you.

[kenknight]

Hi all,

I submitted a ticket on the day this thread started and have yet to hear anything back regarding it. Also, I have to make a comment on the "ticket" system in use. While I was able to submit a tick, how in the world do you go back and look at tickets that you've submitted and their status?? I could certainly be dense on this, however, I looked ALL over the member.kayako.com tabs and saw nothing and once I logged into the support area, all that I saw was "Submit a Ticket".

Any suggestions would be great. We need to get this thing up and running.

Regards,
Ken

[Jamie Edwards]

Hi Ken,

I have prompted a technician to look into why you have not received a response yet - you will be receiving on shortly.

[kenknight]

Hi Jamie,

Great Job! They have responded with a potential solution and it appears to have fixed the problem.

Thanks so much.

For others who might encounter this problem change "disablesessionipchecks" in the config.php to true and you're all set.

Cheers!
Ken

[Jamie Edwards]

Hi Ken,

Glad it was sorted - I am sorry for the delay; the ticket slipped from the radar