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Constantly Disconnecting Live Chat Operators

Last post 04-25-2008, 4:37 PM by Adam. 28 replies.

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02-18-2008, 2:12 PM 37125

rpgSE.com
Joined on 01-28-2007
Posts 11

Constantly Disconnecting Live Chat Operators

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I just upgraded to 4.1 and installed my .lic key and we are still getting the error that we thought was being caused because we were using a non registered version for trial.

Console Disconnected.

The connection to the chat server is lost. conn

Connecting...

Console Disconnected.

The connection to the chat server is lost. Require Agent

Connecting...

Console Disconnected.

The connection to the chat server is lost. Require Agent

Connecting...

Console Disconnected.

The connection to the chat server is lost. Require Agent

We cannot seem to stay logged in for any extended period of time. When we try to reconnect we get the error again. We have to completely close the window and reconnect by clicking on the Live Chat Icon.

02-18-2008, 10:43 PM 37136 in reply to 37125

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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rpgSE.com,

Please check your server.

Maybe it's use load balancing or web gardent.

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

02-19-2008, 10:28 AM 37153 in reply to 37136

Scottswe
Joined on 02-04-2008
Chicago, IL
Posts 19

Re: Constantly Disconnecting Live Chat Operators

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I have been getting the same error after an hour or so of connection time. We are not chatting, just watching the browsers.

Scott

02-19-2008, 12:21 PM 37160 in reply to 37153

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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Scottswe:
I have been getting the same error after an hour or so of connection time. We are not chatting, just watching the browsers.

Does it happen to all operators?

Can you post the detailed error messagae?

Are you using load balancing or web garden?

02-19-2008, 12:54 PM 37162 in reply to 37125

greggcz
Joined on 02-15-2008
Posts 8

Re: Constantly Disconnecting Live Chat Operators

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We're getting the same thing. There's no load balancing of any type. The fix is to close and reopen the gui.

02-19-2008, 1:08 PM 37164 in reply to 37162

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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greggcz:
We're getting the same thing. There's no load balancing of any type. The fix is to close and reopen the gui.

1. Does it happen to all operators?

2. When it happens, is the internet connection good?

3. Can you post the detailed error messagae?

02-19-2008, 3:33 PM 37167 in reply to 37160

rpgSE.com
Joined on 01-28-2007
Posts 11

Re: Constantly Disconnecting Live Chat Operators

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I am hosted on godaddy for this account. Do you have any info about them?

They have responded that they do do load balancing. I have asked for a server list but thought maybe you guys had dealt with them before :)

02-20-2008, 3:35 AM 37173 in reply to 37167

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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>>They have responded that they do do load balancing.

You can load balancing the live support or find another host.

Load balancing Cute Live Support.

02-20-2008, 9:04 AM 37180 in reply to 37173

Scottswe
Joined on 02-04-2008
Chicago, IL
Posts 19

Re: Constantly Disconnecting Live Chat Operators

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I was able to stay logged in for most of the day yesterday until 5:30ish then we all got dropped. Must be a GoDaddy issue because that is where we have our chat server hosted.

Today I edited the operator config per the deployment guide:

and now when I click reconnect it does it without having to exit the GUI.

Request: Can an alarm be sounded or popup appear for an operator console disconnect? Otherwise if console is minimized you don't know you were dropped.

Thanks,

Scott

UPDATE:

<add key="CuteChatServiceUrlBase" value="http://yoursite.com"/>

and now when I click reconnect it does it without having to exit the GUI.

This does not seem to have an effect after all. Must have been a coincidence.

Scott

02-20-2008, 9:20 AM 37182 in reply to 37180

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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Scott,

>>Can an alarm be sounded or popup appear for an operator console disconnect? Otherwise if console is minimized you don't know you were dropped.

We will include this feature in the next build. Thanks for the suggestion.

02-21-2008, 5:12 AM 37220 in reply to 37182

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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Guys,

Please download the operator client again. I think this connection isssue is resolved.

http://cutesoft.net/download/LiveSupportOperatorClient.msi

Keep me posted

02-21-2008, 10:23 AM 37233 in reply to 37220

Scottswe
Joined on 02-04-2008
Chicago, IL
Posts 19

Re: Constantly Disconnecting Live Chat Operators

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I downloaded and updated all of my operators and we got kicked simutaneousley at around 10:00AM.

Seems to be somewhat consitent when the disconnects are happening. It is usually around 10:am and then again around 4:15 PM

Scott

02-21-2008, 10:45 AM 37235 in reply to 37233

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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Scottswe:

I downloaded and updated all of my operators and we got kicked simutaneousley at around 10:00AM.

Seems to be somewhat consitent when the disconnects are happening. It is usually around 10:am and then again around 4:15 PM

Scott

Scott,

I think your disconnect issue is caused by the server side issue. Please contact your host or system admin and get the server event log.

02-21-2008, 6:19 PM 37265 in reply to 37235

fexpress
Joined on 01-11-2008
Posts 15

Re: Constantly Disconnecting Live Chat Operators

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We have been experiencing the same issue I thought at first it was the host provider; I no longer think that is true because I setup a test to connect to the web site as soon as that occurs. We can logon to the chat server without issue. Through-out the day we get two to three disconnects. The exact message is: "You are discounnected from the server. Click OK to retry. NOCONNECT-conn-3DFF. Clicking OK works in most cases however we had an issue today where a customer requested a chat and was listed in only two of 5 operator sessions the operators were recieving the disconnect message and no one could actually anwer the chat; we lost it. Three of the five could reconnect and two had to shutdown the operater console and restart.

02-21-2008, 11:46 PM 37268 in reply to 37265

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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fexpress:

We have been experiencing the same issue I thought at first it was the host provider; I no longer think that is true because I setup a test to connect to the web site as soon as that occurs. We can logon to the chat server without issue. Through-out the day we get two to three disconnects. The exact message is: "You are discounnected from the server. Click OK to retry. NOCONNECT-conn-3DFF. Clicking OK works in most cases however we had an issue today where a customer requested a chat and was listed in only two of 5 operator sessions the operators were recieving the disconnect message and no one could actually anwer the chat; we lost it. Three of the five could reconnect and two had to shutdown the operater console and restart.

Did you download the new operator client yesterday? I think this connection isssue is resolved.

http://cutesoft.net/download/LiveSupportOperatorClient.msi

03-17-2008, 8:01 AM 38035 in reply to 37125

Ahead-IT
Joined on 03-14-2008
Posts 3

Re: Constantly Disconnecting Live Chat Operators

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Same problem here, won't purchase the software until this is resolved.

03-17-2008, 11:40 AM 38046 in reply to 38035

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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Please download and use this operator client:

http://cutesoft.net/download/LiveSupportOperatorClient.msi

03-20-2008, 10:01 AM 38195 in reply to 38046

Ahead-IT
Joined on 03-14-2008
Posts 3

Re: Constantly Disconnecting Live Chat Operators

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Adam:

Please download and use this operator client:

http://cutesoft.net/download/LiveSupportOperatorClient.msi

I tried this, still the same problem.

03-20-2008, 10:08 AM 38196 in reply to 38195

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Constantly Disconnecting Live Chat Operators

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Ahead-IT,

Is your site online?

If so, can you provide the URL and FTP access?

You can send this information to Adam@cutesoft.net.

04-03-2008, 4:47 AM 38611 in reply to 38196

Ahead-IT
Joined on 03-14-2008
Posts 3

Re: Constantly Disconnecting Live Chat Operators

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Found solution;

Switch ASP.NET version of the public folder to 1.1.4322.0 instead of 2.0.50727.0 .

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