Support Tickets - Latest update - mobile issues

Latest update - mobile issues

Live Chat 3 25.07.2017 118 Support Status: Closed Solution: Yes brkicz


Hello - I have updated to the latest Live Chat 3 version but now the phone responsiveness is broken. It works fine on PC.

Any bug fixes or guidance, please?


Replies (20)

  • avatar Jerome

    Thank you for your report. The latest release is Live Chat 3 - Version 3.2.

    Please note that your access to support has been expired. You can get access again here: https://www.jakweb.ch/shop/i/1/support

    We have already fixed the pop up design issue and quick chat (without entering a name) within the next release.

    25.07.2017 0
  • avatar brkicz

    Look, this is not a training-related issue but the code related one. I can't just buy the support because the new update has bugs and it won't work. First of all, the automatic update never worked so it had to be done manually each time. No help or fix received there even when the support was active.

    Again, don't expect your customers to just buy the support because the new update has bugs and it won't work. First of all, the automatic update never worked so it had to be done manually each time. No help or fix received there even when the support was active.

    First of all, the automatic update never worked so it had to be done manually each time. No help or fix received there even when the support was active.

    I expect the software to work fine after the update, and since there is no option to even turn off mobile, I am better off looking for another piece of software somewhere else.

    If your automatic updates don't work on a very prominent GoDaddy platform and hosting, it is a big big problem.

    25.07.2017 0
  • avatar Jerome

    I did not say you have to buy support access. I just want to inform you that your access has been expired.

    The automatic update is not an issue on our side, it is an issue on your server mentioned a lot of times. Read more about the server issues here: https://www.jakweb.ch/faq/a/159/auto-update-errors It is not our fault if your server does not support standard features. We are always offer manual updates with only the changed files and the update wizard which is also very easy.

    All software can contain bugs we are always here to fix it and we are always release a fix in a very short time. The fix will be available within the next release, if you can't wait you can (as always) download the latest package again and replace following files:

    - quickchat.php
    - files/package (all files inside)

    That will fix the issue with the popup design in combination with quickchat. It is also not a mobile issue it is a general issue in the popup design, it won't work also on desktops.

    Bug reports are always free of charge and don't need an active support account.

    25.07.2017 0
    • avatar brkicz

      Maybe that's not the issue I am experiencing. Nonetheless, the newly updated chat is conflicting with something and the mobile image does not display correctly. There is no option to turn off mobile either. Very frustrating, since I have just run the update and did not really change anything.

      Do you have any suggestions?

      26.07.2017 0
  • avatar Jerome

    Good Morning,

    can you please explain it better? Screenshot?

    26.07.2017 0
  • avatar brkicz

    The issue is:

    • The "owl chat window icon" does not show up properly on mobile screen.
    • It gets stuck at the bottom of the screen and displays in stretched resolution. 
    26.07.2017 0
  • avatar Jerome

    That is a very strange issue as we have tested it and works fine on our mobile devices. Do you mean the possition itself?

    Maybe that one helps: https://www.jakweb.ch/faq/a/173/float-button-css

    26.07.2017 0
    • avatar brkicz

      I am aware of this new feature which is great but that's not the problem.

      The problem is the icon does not show up properly at all, just take a look (with your phone) and scroll down to the bottom of the page - mobsgift.com

      26.07.2017 0
  • avatar Jerome

    Now I see, when I check the issue is in your stylesheet (/resources/style.css on line 45 and 116). Two classes which manupilate all images to be 100% and vertical-align: middle. We can't control this if you have things like that in your stylesheet.

    In your widget please also set the floating button to true and set a value even if you use the slide up option. Because on mobile devices the slide up is to big for the screen so the button will be shown and with the floating option you can choose where it should be. Neverless your entries mentioned above will make the image look weird.

    26.07.2017 0
    • avatar brkicz

      Understood, but it was working great with the previous version. After update, it looks like this.

      26.07.2017 0
  • avatar Jerome

    When I check on our git server for the history there was no major change from our side that could effect this. We also have not changed anything on the behaviour of desktop and mobile devices in combination with the slideup chat. The button code used in version 3.2 is still the same as before. Strange.

    When you say in a previous version you mean 3.1?

    27.07.2017 0
  • avatar brkicz

    I believe so but the "maintenance" version inside the panel is not accurate (update not working) so cannot verify.

    I have reverted back to the working version and now it shows the button on mobile as it should. Any idea what causes this? Could it be jQuery removal? 

    27.07.2017 0
  • avatar Jerome

    Now you are running Version 3.0.1 which has a different behaviour of the SlideUp in mobile browsers. Since then a lot of improvement has been integrated, bug fixes and a lot of new feauters! Like opening the chat in a new tab in mobile browsers instead of the slide up. Sound for the client side also working on mobile devices and much much more.

    As mentioned above in my previous post it is not a bug from our side rather from your stylesheet aplying 100% width to all images without using a class, that is really a no go.

    You can either modify your stylesheet or modify the clientchat.css file to make it work. But that really goes under support after all.

    Thank you for your understanding.

    27.07.2017 0
    • avatar brkicz

      I have no idea how to fix it myself. Would you be able to fix it after I buy support for $15?

      30.07.2017 0
  • avatar brkicz

    Can I install a fresh version forfeiting the previous cache, files and everything else?

    31.07.2017 0
  • avatar Jerome

    We are working on a new version where there is no conflict with a local stylesheet. No release date yet, but it will be included in the next release.

    31.07.2017 0
  • avatar brkicz

    Ok but could you, for now, help me just reset everything and install a fresh copy - I can't make it work at all anymore.

    31.07.2017 0
  • avatar Jerome

    Of course you can start fresh, just remove the old one and follow the manual provided in the download package.

    31.07.2017 0
  • avatar brkicz

    Can't make it work, when I upload the fresh copy - it can't connect to install.php. Very frustrating. Set everything to 777 still nothing. My patience with this product is really running out. 

    31.07.2017 0
  • avatar Jerome

    Please extend your support access this are clearly support questions. When you ready create a new ticket, we are happy to help you out.

    Thank you for your understanding.

    *** Ticket closed ***

    31.07.2017 0