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CuteLiveSupport database not capturing chat session

Last post 10-07-2013, 2:49 PM by jorgegarcia13. 3 replies.
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  •  10-01-2013, 7:40 PM 78040

    CuteLiveSupport database not capturing chat session

    We recently had an agent whose chat session with a visitor was not recorded in the CuteLiveSupport database. We do have a licensed copy and the *.lic file is in the application bin folder. Other chat sessions have been recorded into the database. The chat session did work, just the details were never inserted into the database tables.

    Just prior to this event, the agent did receive a strange message in the console.

    Connection to the chat server is lost.

    You account has logged in from another place!

    As said, the agent did chat with the visitor successfully. But the agent went back to look for the records and they did not appear in the search.

    Any help you can give on this would be appreciated.

     

  •  10-02-2013, 6:58 PM 78043 in reply to 78040

    Re: CuteLiveSupport database not capturing chat session

    Discovered there were some errors in the application logs.  Curious if anyone has seen this before.

     

     

     

    Log Name:      Application

    Source:        ASP.NET 4.0.30319.0

    Date:          10/1/2013 10:47:41 AM

    Event ID:      1309

    Task Category: Web Event

    Level:         Warning

    Keywords:      Classic

    User:          N/A

    Computer:      **********

    Description:

    Event code: 3005

    Event message: An unhandled exception has occurred.

    Event time: 10/1/2013 10:47:41 AM

    Event time (UTC): 10/1/2013 3:47:41 PM

    Event ID: 65a903d8557e4a1ebd41db676444b4ad

    Event sequence: 75909

    Event occurrence: 1

    Event detail code: 0

     

    Application information:

        Application domain: /LM/W3SVC/27/ROOT/LiveSupport-1-130250917601231934

        Trust level: Full

        Application Virtual Path: /LiveSupport

        Application Path: …..\LiveSupport\

        Machine name: *********

     

    Process information:

        Process ID: 2080

        Process name: w3wp.exe

        Account name: ********

     

    Exception information:

        Exception type: SqlException

        Exception message: String or binary data would be truncated.

    The statement has been terminated.

       at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection)

       at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning()

       at System.Data.SqlClient.TdsParser.Run(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj)

       at System.Data.SqlClient.SqlDataReader.ConsumeMetaData()

       at System.Data.SqlClient.SqlDataReader.get_MetaData()

       at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString)

       at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async)

       at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, DbAsyncResult result)

       at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method)

       at System.Data.SqlClient.SqlCommand.ExecuteScalar()

       at CuteChat.SqlServerDataProvider.CreateSession(SupportSession session)

       at CuteChat.ChatDataManager.CreateSession(SupportSession session)

       at CuteChat.SupportSessionChannel.a()

       at CuteChat.ChatManager.AddPlaceItem(ChatPlaceItem item)

       at CuteChat.ChatManager.InternalConnect(ChatIdentity identity, ChatCookie cookie, NameValueCollection nvc)

       at CuteChat.ChatManager.Connect(ChatIdentity identity, ChatCookie cookie, NameValueCollection nvc)

       at CuteChat.ChatAjaxHandler.BeginProcessRequest(HttpContext context, AsyncCallback cb, Object extraData)

       at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()

       at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)

     

     

     

    Request information:

        Request URL: ***********/LiveSupport/ChatAjax.ashx

        Request path: /LiveSupport/ChatAjax.ashx

        User host address: ***.***.***.***

        User: ***********

        Is authenticated: True

        Authentication Type: Forms

        Thread account name: **********

     

    Thread information:

        Thread ID: 38

        Thread account name: ***********

        Is impersonating: False

        Stack trace:    at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection)

       at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning()

       at System.Data.SqlClient.TdsParser.Run(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj)

       at System.Data.SqlClient.SqlDataReader.ConsumeMetaData()

       at System.Data.SqlClient.SqlDataReader.get_MetaData()

       at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString)

       at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async)

       at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, DbAsyncResult result)

       at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method)

       at System.Data.SqlClient.SqlCommand.ExecuteScalar()

       at CuteChat.SqlServerDataProvider.CreateSession(SupportSession session)

       at CuteChat.ChatDataManager.CreateSession(SupportSession session)

       at CuteChat.SupportSessionChannel.a()

       at CuteChat.ChatManager.AddPlaceItem(ChatPlaceItem item)

       at CuteChat.ChatManager.InternalConnect(ChatIdentity identity, ChatCookie cookie, NameValueCollection nvc)

       at CuteChat.ChatManager.Connect(ChatIdentity identity, ChatCookie cookie, NameValueCollection nvc)

       at CuteChat.ChatAjaxHandler.BeginProcessRequest(HttpContext context, AsyncCallback cb, Object extraData)

       at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()

       at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)

     

  •  10-07-2013, 8:13 AM 78056 in reply to 78043

    Re: CuteLiveSupport database not capturing chat session

    Hi jorgegarcia13,

     

    It like that this is the database connection problem, can you check the account what you set for the site? Does it still has the write/read permission of the database? Can you post your support site url here? so we can check it too.

     

    Regards,

     

    Ken 

  •  10-07-2013, 2:49 PM 78067 in reply to 78056

    Re: CuteLiveSupport database not capturing chat session

    Ken,

     

    From the error message above, It looks like the insert statement to the CuteChat4_SupportSession table failed. One of the strings passed into the statement was too long. I unfortunately did not capture the statement.

     

    I have not been able reproduce the problem.  It occurred twice in one day.  Now everything works as normal.  I am monitoring the chat activity now and will report back if I ever see this issue arise again.

     

    Thanks,

     

    Jorge

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