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Mobile chat not receiving messages


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#1 fuzioneer

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Posted 24 January 2017 - 09:56 AM

Running on latest v7 (upgraded from v5.4) and desktop chat is working as expected but if someone visits our website using a mobile phone and tries to chat with us, it appears to work well at their end i.e. the livechat window comes up they type their messages etc but the operators do not see incoming chat and so can't accept nor see messages ?

We havent changed the code on our website since the older version in case that is anything to do with it ?

#2 Patrick Keil

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Posted 24 January 2017 - 11:07 AM

Hi,

I know about a problem related to the GeoTracking matching your description. This issue will be fixed in the upcoming release 7.0.2.1.

Nevertheless, it would be good to create a test page with a freshly generated 7.x chat button code and check if the problem occurs on that page as well.

Thanks.

#3 fuzioneer

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Posted 24 January 2017 - 11:16 AM

ok will do.

#4 fuzioneer

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Posted 24 January 2017 - 11:20 AM

we do not see the map on the right hand side of the visitor screen regardless of whether the geotracking is enabled or not, is this part of the same problem also ?
Do you have an approximate release date of 7.0.2.1 ?

#5 fuzioneer

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Posted 24 January 2017 - 11:48 AM

still the same with test page with new code.

Another thing I have noticed is that the actual visitor count tracking seems to be incorrect. I can track visitors internally on our shop software and also using Google analytics real time view and they both show vastly different figures to livezilla visitors ?

#6 fuzioneer

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Posted 24 January 2017 - 11:51 AM

turned off geotracking and suddenly loads of visitors showing to our shop so as you described there certainly is a bug in that ;) but even with geotracking off the livechats from mobile visitors aren't coming through to operators

#7 Patrick Keil

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Posted 24 January 2017 - 12:08 PM

Thanks for the clarification. The update should be available within 24 hours.

Cheers.

#8 fuzioneer

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Posted 24 January 2017 - 01:24 PM

I can see the update for the server, so downloaded it. I have ftpd the files, run the update and logged out of the windows app. but if i try and log back in it says "There are problems with the database connection" ?

Is there a new app being released today as well ?

#9 fuzioneer

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Posted 24 January 2017 - 01:35 PM

if i try and login the web client i get the error This LiveZilla server has been deactivated by the administrator.

If you are the administrator, please login as administrator and re-activate this server under Server Configuration -> Server.

#10 fuzioneer

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Posted 24 January 2017 - 01:58 PM

found the SERVER DISABLED file on the server and removed it, logged in ok.

another issue for you is that the Windows App does not show the map but the web client does

however I still cannot get the mobile phone chat sessions to appear to operators ?

#11 fuzioneer

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Posted 24 January 2017 - 02:46 PM

another thing that i think is a bug is that we paid to have backlinks removed but in the mobile chat window it shows the "LiveZilla Live Chat" link

#12 fuzioneer

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Posted 24 January 2017 - 02:55 PM

not sure if its of any help but this shows under the Client tab on logs

Uncaught TypeError: Cannot read property 'length' of undefined | https://www.ourdomai...acid=1485268456 | 962Uncaught TypeError: Cannot read property 'length' of undefined | https://www.ourdomai...acid=1485268456 | 962Uncaught TypeError: Cannot read property 'length' of undefined | https://www.ourdomai...acid=1485268456 | 962Uncaught TypeError: Cannot read property 'length' of undefined | https://www.ourdomai...acid=1485268456 | 962Uncaught TypeError: Cannot read property 'length' of undefined | https://www.ourdomai...acid=1485268456 | 962Uncaught TypeError: Cannot read property 'length' of undefined | https://www.ourdomai...acid=1485268456 | 962

#13 Patrick Keil

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Posted 24 January 2017 - 03:12 PM

Windows APP related bugs will be fixed in APP update 1.0.6 coming on thursday.

As for the Backlink, did you try to re-activate your backlink removal license?

#14 fuzioneer

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Posted 24 January 2017 - 03:14 PM

will the app update fix the issue whereby mobile phone / tablet chats aren't getting through ?
I have disabled geotracking but still don't get the incoming chat sessions from mobile users ?
Yes we reactivated backlink license this morning

#15 fuzioneer

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Posted 24 January 2017 - 03:16 PM

is there somewhere I can sign up to a notification email or similar when a new app or server version is released ?

#16 Patrick Keil

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Posted 24 January 2017 - 03:33 PM

Not yet but there will be update notifications in the software once BETA has ended.





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