Support Tickets - Chat offline if is not superoperator

Chat offline if is not superoperator

Live Chat 22.01.2016 620 Support Status: Closed Solution: Yes rubenvl


Hello,

We have installet LiveChat as a corporative support solution. Installation is done over a DirectAdmin linux server and chat button is incorpored in three different websites with two different subdomains.

Operators can login and button appears in all the websites. But if normal operators login, button appears as offline, regardless they choose the online option. Also operators cannot see other operators.

If I login with superoperator, I can put the chat online, other operators can see me, but they cannot see between them.

- cache and files fodler have 775 permission
- operators have the option to see other operators in their profile
- everybody is using the most updated chrome version and enabling the desktop notifications and uing the chat in an isolated window with no more tabs

That is affecting our customers that cannot talk with us and this did not happen in the test of your demo website.

Can you provide support ?

Thank you.


Replies (25)

  • avatar Jerome

    Thank you for opening a suppor ticket.

    Can you please tell me if you have different departments?

    22.01.2016 0
  • avatar rubenvl

    Yes,
    Two departments, but all operators are assigned to both departments (ALL).

    Is that an issue?

    Some of the issues we have:

    - Operators login but button appears offline on the frontpage.

    - Customer opens chat, but when operator clicks to reply, the chat dissapears.

    22.01.2016 0
  • avatar Jerome

    If all operators have ALL then that is not the issue.

    Could you please send me all urls where the chat has been placed, ftp and super operator login details with following form: https://www.jakweb.ch/access-form

    22.01.2016 0
  • avatar rubenvl

    Done. Notice that now our operators are connected and working, but our bz hours will finish in 1h (5.45 Shanghai time) and will be available for testing.

    Thank you.

    22.01.2016 0
  • avatar Jerome

    Thank you for the information, the operator panel looks good now I would like to have a look into the files but I cannot connect it fails with:

    Failed to retrieve directory listing

    It could be either a session issue or a file permission issue, but please make sure I can connect. Thank you.

    22.01.2016 0
  • avatar rubenvl

    Hi, connection with China was bad few minutes ago and I noticed it from a VPN, but now that I am connected works fine. Try again plz.

    22.01.2016 0
  • avatar Jerome

    Still the same, please check.

    22.01.2016 0
  • avatar rubenvl

    Everything ok. Notice that is SSL FTP, requires to accept a certificate before you connect (use FileZilla). It's DirectAdmin FTP. Do you have some VPN connection to improve connectivity ? List of directories is correct:

    Status: Connection established, waiting for welcome message...
    Status: Initializing TLS...
    Status: Verifying certificate...
    Status: TLS connection established.
    Status: Connected
    Status: Retrieving directory listing...
    Status: Directory listing of "/" successful
    Status: Retrieving directory listing of "/public_html"...
    Status: Directory listing of "/public_html" successful
    Status: Retrieving directory listing of "/public_html/img"...
    Status: Directory listing of "/public_html/img" successful
    Status: Retrieving directory listing of "/public_html/img/smilies"...
    Status: Directory listing of "/public_html/img/smilies" successful
    Status: Retrieving directory listing of "/public_html/img"...
    Status: Directory listing of "/public_html/img" successful
    Status: Retrieving directory listing of "/public_html"...
    Status: Directory listing of "/public_html" successful
    Status: Retrieving directory listing of "/public_html/uploader"...
    Status: Directory listing of "/public_html/uploader" successful
    Status: Retrieving directory listing of "/public_html"...
    Status: Directory listing of "/public_html" successful
    Status: Retrieving directory listing of "/public_html/js"...
    Status: Directory listing of "/public_html/js" successful
    Status: Retrieving directory listing of "/public_html"...
    Status: Directory listing of "/public_html" successful
    Status: Retrieving directory listing of "/public_html/fonts"...
    Status: Directory listing of "/public_html/fonts" successful
    Status: Retrieving directory listing of "/public_html"...
    Status: Directory listing of "/public_html" successful
    Status: Retrieving directory listing of "/public_html/template"...
    Status: Directory listing of "/public_html/template" successful
    Status: Retrieving directory listing of "/public_html"...
    Status: Directory listing of "/public_html" successful

    22.01.2016 0
  • avatar Jerome

    I connected and all looks good.

    Do you have access to error logs?

    22.01.2016 0
  • avatar Jerome

    There has been a bug in the ProActive feature, we have released version 1.5.1 which is available through Auto Updater.

    Thank you for the report.

    22.01.2016 0
  • avatar rubenvl

    I have installed it. Does it fix the issues I have reported ?

    Our operators will do tests next Monday to test it.

    Thank you !

    22.01.2016 0
  • avatar Jerome

    We had no problem with online operators and operator to operator chat.

    Should you still have problems please check your error log files on the server.

    22.01.2016 0
  • avatar Jerome

    Hi, is everything OK with your installation?

    26.01.2016 0
  • avatar rubenvl

    Actually not, operators are complaining of the same:

    - sometimes they cannot see each other connected (and in consequence cannot transfer chats).

    - chat sometimes appears offline, specially after a while of having the window open

    - sometimes when clicking on the conversation to reply a chat, this dissappears and the customer keeps waiting meanwhile we do not have a way to reply them

    we found that using firefox instead of chrome reduces the ammount of issues, but issues are still there

    26.01.2016 0
  • avatar Jerome

    That sounds like a very unreliable internet connection. Do you encounter many lags or sometimes you get disconnected from your Internet or WiFi?

    The system checks if you are still alive and of course if you internet connection or WiFi connection drops for a minute or two then you will go offline.

    Please try following:

    Open a console and ping your server for an hour or two and check how many lost packages you get.

    Maybe we have to change the time to check when the system belives you are offline, that will help on unreliable networks.

    26.01.2016 0
  • avatar rubenvl

    We are an IT company, we have a huge bandwidth connection with support tools for customers and direct line to our IDC where the chat is hosted. Really low miliseconds. Other php-session tools hosted there work fine.

    26.01.2016 0
  • avatar Jerome

    I just asked beceause above you mentioned problems with your connection sometimes.

    Ok, could I have access to your server error logs, please.

    26.01.2016 0
  • avatar rubenvl

    Are you available for remote to one of our operators and see the problems directly between 9am and 5pm Mon-Fri in UTC+8 zone ?

    Thanks.

    27.01.2016 0
  • avatar Jerome

    Good Morning, I can be of course. We like to solve the issues you have.

    27.01.2016 0
  • avatar rubenvl

    Good morning. We are still having many problems and customers have started complaining to the GM, so we would like to arrange this remote and show you. Please, contact me at *** email removed *** and will give you access. Thank you!

    01.02.2016 0
  • avatar Jerome

    How would you like to do it, you can give me access to your error log files? You can use following form to send us your details, we can also arrange a team viewer session.

    https://www.jakweb.ch/access-form

    01.02.2016 0
  • avatar rubenvl

    Hi. I have shared the errors in your access-form link. Some problem accessing a js file, you can see in FTP. Thanks!

    02.02.2016 0
  • avatar rubenvl

    Also thinking if the fact that in China google and other resources cannot be accessed could affect your product. Thanks.

    02.02.2016 0
  • avatar Jerome

    Thank you for the access, but something is definitely wrong now. I get 403 (not found) errors. I have correct the permisson via FTP but I cannot login to the operator panel, password or username is wrong.

    That must be the issue because all files in the JS directory have been set to 600 and could not be accessed from the web that means you will get logged out when there was no activity.

    02.02.2016 0
  • avatar rubenvl

    Hi,

    Now we did some tests and performance looks better, we will test it along tomorrow.

    I just send you throught the access form again the admin password.

    Thanks.

    02.02.2016 0