CuteSoft stopped working

Last post 09-21-2007, 9:28 AM by Dick Barney. 13 replies.
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  •  08-14-2007, 10:53 AM 32450

    CuteSoft stopped working

     
    CuteSoft was working yesterday.  Today it is not.
     
     
    When I try to login as a client the message is:
     
    Server Error in '/ClearMomentumSupport' Application.
    --------------------------------------------------------------------------------
    Object reference not set to an instance of an object.
    Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.
     
    Exception Details: System.NullReferenceException: Object reference not set to an instance of an object.

    Source Error:

    Line 53:   }
    Line 54:
    Line 55:   res=SupportService.Wait(customerid,props,Request.UserHostAddress,culture,ChatWebUtility.GetPlatform(),ChatWebUtility.GetBrowser());
    Line 56:   
    Line 57:   if(res.Status=="READY")

    Source File: d:\Inetpub\wwwroot\ClearMomentumSupport\CuteSoft_Client\CuteChat\CF_SupportCustomer2.aspx    Line: 55

    Stack Trace:


    [NullReferenceException: Object reference not set to an instance of an object.]
       CuteSoft.Chat.ChatDataManager.GetCustomerSessions(Guid customerId) +13
       CuteSoft.Chat.ChatDataManager.GetSessions(CuteSupportCustomer customer) +56
       CuteSoft.Chat.SupportService.a(Guid A_0, XmlNameValueCollection A_1, String A_2, String A_3, String A_4, String A_5) +3627
       CuteSoft.Chat.SupportService.Wait(Guid customerid, XmlNameValueCollection props, String ipaddr, String culture, String platform, String browser) +105
       ASP.cutesoft_client_cutechat_cf_supportcustomer2_aspx.OnInit(EventArgs e) in d:\Inetpub\wwwroot\ClearMomentumSupport\CuteSoft_Client\CuteChat\CF_SupportCustomer2.aspx:55
       System.Web.UI.Control.InitRecursive(Control namingContainer) +321
       System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +692
    --------------------------------------------------------------------------------
    Version Information: Microsoft .NET Framework Version:2.0.50727.42; ASP.NET Version:2.0.50727.42
     
     
    When I try to login as Operator the message is:
     

    Live Support is down. Error on login 081407

     See the end of this message for details on invoking

    just-in-time (JIT) debugging instead of this dialog box.

     ************** Exception Text **************

    System.Web.Services.Protocols.SoapException: System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.NullReferenceException: Object reference not set to an instance of an object.

     at CuteSoft.Chat.ChatDataManager.c(String A_0)
     at CuteSoft.Chat.ChatDataManager.GetUser(String uniquename)
     at CuteSoft.Chat.ChatApiImpl.DoFindOperator(String useruniquename)
     at CuteSoft.Chat.ChatApiImpl.FindOperator(String useruniquename)
     at LiveSupportWeb.Global.SupportLogin(String username, String password) in C:\Documents and Settings\HP_Administrator\My Documents\Visual Studio 2005\Projects\LiveSupportWeb\LiveSupportWeb\Global.asax.cs:line 91
     at CuteSoft.Chat.ChatWebService.SupportLogin(String username, String password)

       --- End of inner exception stack trace ---

     at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
     at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
     at CuteSoft.Chat.WinClient.ChatWebService.SupportLogin(String username, String password)
     at LiveSupport.LoginForm.button1_Click(Object sender, EventArgs e)
     at System.Windows.Forms.Control.OnClick(EventArgs e)
     at System.Windows.Forms.Button.OnClick(EventArgs e)
     at System.Windows.Forms.Button.OnMouseUp(MouseEventArgs mevent)
     at System.Windows.Forms.Control.WmMouseUp(Message& m, MouseButtons button, Int32 clicks)
     at System.Windows.Forms.Control.WndProc(Message& m)
     at System.Windows.Forms.ButtonBase.WndProc(Message& m)
     at System.Windows.Forms.Button.WndProc(Message& m)
     at System.Windows.Forms.Control.ControlNativeWindow.OnMessage(Message& m)
     at System.Windows.Forms.Control.ControlNativeWindow.WndProc(Message& m)
     at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)
     
     
     
    What is the problem?
     
    Is there any other way to get support besides this Forum?

     
  •  08-14-2007, 11:27 AM 32453 in reply to 32450

    Re: CuteSoft stopped working

    ***,
     
    Can you check your web server? For some reasons, you live support web is down. Try login as admin. You may get some error message.
     
    Another idea is you may be using a wrong version of license file. Please try this license file: Http://CuteSoft.net/download/CuteLiveSupporttemp.zip 
     
    Keep me posted
     
     

    asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
    Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
    asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
    asp wysiwyg html editor: http://cutesoft.net/ASP
    asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
    Live Support: http://cutesoft.net/live-support/default.aspx

  •  08-14-2007, 12:49 PM 32454 in reply to 32453

    Re: CuteSoft stopped working

    Adam,
     
    I installed the temporary license file.  
    On 8/8/2007 I installed a permanent license file and it has worked since 8/8/2007.
     
    I will reinstall the permananet license file tomorrow morning before business hours and let you know what happens.
  •  08-14-2007, 1:36 PM 32460 in reply to 32453

    Re: CuteSoft stopped working

    As additional infomation - our url connection string is
     
     
     
    Where *** and fred are values from our application.
  •  09-05-2007, 7:00 AM 33243 in reply to 32454

    Re: CuteSoft stopped working

    Adam,
     
    This morning, I replaced the temporary license file that you sent me with the “permanent” domain license file that I received on 8/8/07.

    CuteSoft continues to work at this time.  Since un-expected failures are not good for our company and me I need to know:

    Why did it fail?
    Why does the domain license work now?
     
     
    ***
  •  09-05-2007, 10:31 AM 33264 in reply to 33243

    Re: CuteSoft stopped working

    >>CuteSoft continues to work at this time.
     
    Cute Live Support only checks the license file when the application starts. If you update the license file after the application starts, it will continue work even you are using a "bad" file.
     
     

    asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
    Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
    asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
    asp wysiwyg html editor: http://cutesoft.net/ASP
    asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
    Live Support: http://cutesoft.net/live-support/default.aspx

  •  09-06-2007, 6:27 AM 33297 in reply to 33264

    Re: CuteSoft stopped working

    Adam,
     
    That doesn't appear to answer the question.
     
    The operator signs on every morning.  A week after I installed the domain license, the operator could not sign in one morning.  I installed the temporary license file that you sent and the operator could sign in.  Yesterday morning I reinstalled the domain license before the operator arrived and the operator could sign in.
     
    One day the domain license works, a week later it doesn't and then 2 weeks later it does work.  I don't see how your reply explains that.
     
    ***
     
     
     
     
  •  09-06-2007, 9:08 AM 33301 in reply to 33297

    Re: CuteSoft stopped working

    >>Yesterday morning I reinstalled the domain license before the operator arrived and the operator could sign in.
     
    Cute Live Support only checks the license file when the application starts. If you update the license file after the application starts, it will continue work even you are using a "bad" file.
     
    For example, when the application starts, you are using a good license file. In the next days, you replace the good license file with a bad one. It will still work.
     
    But after 2 weeks, your IIS restarts. Cute Live Support need to check the license file again. But the license file in the server is not a good one. It will throw an error.
     
    Did I answer your question?

    asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
    Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
    asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
    asp wysiwyg html editor: http://cutesoft.net/ASP
    asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
    Live Support: http://cutesoft.net/live-support/default.aspx

  •  09-06-2007, 3:59 PM 33342 in reply to 33301

    Re: CuteSoft stopped working

    Adam,
     
    Yes. I was missing the fact that the License file is only checked on IIS start-up.  ( I warned you that I don't do much web stuff.)
     
    So the only way to know that you have valid domain license file is to restart IIS.  Then if your license file is not valid your CuteSoft site is down and there is no way to get it up.  Also restarting IIS disconnects any one accessing any web site or web service on your system which may not be a good thing. 
     
    This suggests that our domain license is not valid or correct and I shoud check it by restarting IIS.  If it fails I have the temporary license at this time.
     
    It would be nice to have a utility to validate the license file.
     
    Thanks.......***
     
  •  09-19-2007, 3:52 PM 33648 in reply to 33301

    Re: CuteSoft stopped working

    Adam,
     
    We restarted IIS and CuteSoft stopped again.
     
    I am very busy now.  Could I have another temporary license file and we will straighten out the issue next week?
  •  09-19-2007, 4:00 PM 33650 in reply to 33648

    Re: CuteSoft stopped working


    Cute Live Support:
    Http://CuteSoft.net/download/CuteLiveSupporttemp.zip 

    asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
    Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
    asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
    asp wysiwyg html editor: http://cutesoft.net/ASP
    asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
    Live Support: http://cutesoft.net/live-support/default.aspx

  •  09-21-2007, 8:18 AM 33707 in reply to 33648

    Re: CuteSoft stopped working

    Cutesoft is DOWN.  You sent me a license file it was a different name and it did NOT FIX THE PROBLEM.
     
    HELP!!!!
  •  09-21-2007, 8:46 AM 33708 in reply to 33707

    Re: CuteSoft stopped working

    *** Barney,
     
    In your email, you didn't specify it's for editor, chat or live support. So I just sent an editor license file.
     
    For Cute Live Support, please use the following license file:
     
     
     
     

    asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
    Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
    asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
    asp wysiwyg html editor: http://cutesoft.net/ASP
    asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
    Live Support: http://cutesoft.net/live-support/default.aspx

  •  09-21-2007, 9:28 AM 33714 in reply to 33707

    Re: CuteSoft stopped working

    UPDATE:  CuteSoft is running NOW.
     
    IIS Restart had to restarted twice before it came up.  I have NOo explaination for that.
     
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