Support Tickets - Mobile Phones

Mobile Phones

Live Chat 15.09.2016 326 Support Status: Closed Solution: Yes CreativeConcepts


Odd problem. The live chat and departments all work great from a PC and a Tablet. But from a moblie phone Android (Not sure about iPhone) You can pull up the chat, put in your info and hit the "Start Chat" button. The Admin panel starts ringing with the notification. I answer and 1/2 a second later the chat gets terminated on it's own. This only happens from a phone and we have tried several phones with all the same result. Chat gets terminated. I need to get this fixed ASAP as a lot of customers are all on there phone. Main domain is http://www.therealdealtours.com

Thanks


Replies (6)

  • avatar Jerome

    Good Morning,

    Thank you for your ticket.

    We will run some tests on Android and we hope we can reproduce this. Is the phone connected via Wifi or 3G/4G? What version is running on the Android phones?

    Awaiting your feedback.

    16.09.2016 0
  • avatar Jerome

    We have run some pretty heavy tests on Android phone and YES it is possible that the user get a time out. We have found out that Android cancels the server sent events when going into lock screen or no user activity within the browser, which is a bug from Android because no other device does that. We have implemented a work around with the upcoming release.

    16.09.2016 0
  • avatar CreativeConcepts

    Great and thank you. Look forward to the update

    16.09.2016 0
  • avatar CreativeConcepts

    I have been working at trying to find the exact problem too. I have found the following and I have no idea on how to fix it.

    With

    <meta name="viewport" content="width=device-width, initial-scale=1">

    in the header as it should be, I have the problem. The chat hangs up on the person after answering + I see "All the departments" in a dropdown.

    When I remove

    <meta name="viewport" content="width=device-width, initial-scale=1">

    The departments go away (Chat is set to only one department) and it works just like it does in the desktops and tablets. but as you can guess, I loose the responsivenes to the site and everything is regular size. so I really need to have <meta name="viewport" content="width=device-width, initial-scale=1"> in the header.

    Any ideas as a temp fix till the update?

    Thanks,

    Jim

    18.09.2016 0
  • avatar Jerome

    Good morning.

    The release is planed for tomorrow.

    Thank you for your patience.

    18.09.2016 0
  • avatar Jerome

    Workoround for Android implemented in 2.6. Additional settings to change see following FAQ article: https://www.jakweb.ch/faq/a/132/heartbeat-client-control

    *** Ticket closed ***

    23.09.2016 0