Hello!

 

I am going through a trial of the Cute Live Support, and when I tested in a standalone VPC everything worked.  I have moved it into a test environment that has the operator console (currently only installed on my machine) and the server separated.

 

I can start the console and say that "I am ready".  I can then open a browser on another machine, hit the server, and see that I can get support (so it recognizes that I'm logged in).  I can request support, and the chat applications come up on both machines.  But after a second or two (it's a very short period of time), the operator app crashes with a message saying that it's sorry but something has gone wrong and it must close.

 

One of the more interesting aspects of this "crash" is that as long as I don't click "OK" and instead just leave the crash box there, I can continue with the two-way chat.  The "crash" doesn't impact my ability to chat until I click OK to let it close the application.

 

I have a development environment on my machine, so I am able to click "Debug" and see what it has to say.  Each crash has the following error: The remote server returned an error: (407) Proxy Authentication Required.  We do have a proxy environment, but you're only prompted if you're trying to go outside the network to the Internet.  My best guess is that perhaps the server is trying to "phone home" and verify the license?  Something else entirely perhaps?

 

A more detailed stack trace shows the following:

   at System.Net.HttpWebRequest.GetResponse()
   at LiveSupport.IPInfo.GetIpData(String ipAddress, String& country, String& city)
   at LiveSupport.IPInfo.LoadAsync(Object state)
   at System.Threading._ThreadPoolWaitCallback.WaitCallback_Context(Object state)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Threading._ThreadPoolWaitCallback.PerformWaitCallback(Object state)

 

The "Status" value is: System.Net.WebExceptionStatus.ProtocolError

 

Are there proxy settings I need to configure either on the server or on the operator client to get it to work?  Any assistance on this matter would be greatly appeciated.  We're fairly certain we're going to purchase a 10 domain license, so if the only way around the problem is to have a fully-licensed product, we can go that route as well.

 

Thank you!

Jason W. Pegg

Jason,

 

First this is not a license issue.

 

We are discussing this issue and will post an update as soon as possible.

 

At the same time, please check the following link:

 

 

 

First, thank you for the reply!

 

I didn't understand the nature of the link.  Was there a particular Google result you had wanted me to look at?  I'm not doing any programming with the software right now, so diving in and looking at how the .Net code handles proxy issues is a bit beyond what I was looking to do.  It's also possible I misunderstood what you were having me look at, so please let me know if I'm missing something.  Thanks!

 

As additional information, I thought you might find it useful to know that I was able to generate the same crash without initiating a chat session.  I started the operator application, clicked on "Customers", and then clicked on one of the customers to simply view their information.  I received the same crash message, moved it to the side, and continued using the application.  In this case, I found that the customer information included the name, status, OS, browser, culture, IP address, referrer and duration.  However, "Country" and "City" both say "Loading".  I did not try to invite the person to a chat, I simply clicked on the user's name and received the error.

 

If there is additional information I can provide that would make troubleshooting easier, please let me know.  Thank you, and I look forward to any direction you can provide!

 

Best regards,

Jason W. Pegg

Hello again, Adam!

 

I was just wondering if you had seen any progress on this front.  Is there a way to get the application to prompt me for my proxy credentials?  I suspect this is the core issue, but of course cannot be certain.  Any assistance on this matter is greatly appreciated.

 

An update: I have installed the operator on four other machines in our organization.  Each one has the same issue.  If a chat comes in, we get the crash dialog.  If we click on a customer in the "Customer" list, it crashes and leaves the "Country" and "City" values as "Loading".  Balloon pop-ups no longer work after that and the application doesn't grab focus on new chat sessions (even when set to "Ready"), but otherwise seems to work after getting the crash dialog box (as long as you don't close the dialog box and just move it to the side).

 

Thank you again!

Jason W. Pegg

Adam was able to help me outside the forum, but I wanted to share our findings with the group in case someone else runs into this particular problem.  Adam was very helpful and should be commended for his continued work in the groups and outside of them!

 

After speaking with Adam, it IS the case that the operator software is trying to access an outside website.  Unfortunately, it does not yet have the built-in ability to prompt for proxy credentials, so it crashes.  Adam let me know that it's going to http://www.hostip.info/api/get.html to get the country and city location information.  If you have a proxy set up that requires authentication, there's a good chance the app will fail on that call.

 

I spoke with our network administrator and he set up an exception for that URL.  I also had him set up an exception for http://api.hostip.info/ since this is where the link above gets redirected into.  By adding these two links to our exception list, we were able to use the application without a problem.  No more crashes!

 

Thank you again, Adam, for helping us track this down!

We purchased the Live Support and are having the same problem on every Operator workstation.  thanks for the work around of just moving the error box and continuing on.