Support Tickets - Chat offline if is not superoperator

Thank you for opening a suppor ticket.

Can you please tell me if you have different departments?

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.

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://jakweb.ch/access-form

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.

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.

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.

Still the same, please check.

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

I connected and all looks good.

Do you have access to error logs?

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.

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

Our operators will do tests next Monday to test it.

Thank you !

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.

Hi, is everything OK with your installation?

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

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.

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.

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

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

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.

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

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!

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://jakweb.ch/access-form

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

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

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.

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.