Jump to content


Clients not receiving messages from operators


31 replies to this topic

#1 Kevman1982

    Member

  • Members
  • PipPip
  • 27 posts

Posted 04 May 2017 - 04:14 PM

Fairly major issue's with our live production server that we have just paid for the upgrade to pro 7.0.3.2... thinking we need to roll back to the previous version and look into alternatives at this point...

Some but not all customers do not get the replies from our operators.. or is delayed until the customer keeps typing trying to get us to reply.

If I test our server normally with test chat's I can not recreate the problem and all my responses come through instantly...

I have however managed to recreate the problem with some consistency by using mobile devices that have not previously visited the site, or by uninstalling and reinstalling the chrome browser and then starting a new chat.

The customer can see the indication that the operator is typing but never received the messages. If the customer refreshes the page they can then see the entire chat. It also seems that after experiencing the problem once the customer has no further problem...

Following screenshots using the desktop client and chrome on an ipad.

IpadChromeClient1.png : shows the typing activity but no message
IpadChromeClient2.png : shows the messages come through in the wrong order (look at times) only after client has send a 2nd message
DesktopOperator.png : shows message sent and wrong order (look at times) of client reply

Have also noticed that if I use the dynamic scripts for including links or the chat overlay the browser is complaining off insecure requests which only go away when using the static code even though I choose https.

Also even though I have set https everywhere the server still accepts insecure requests and chats even though the option for reject insecure is ticked?

#2 Kevman1982

    Member

  • Members
  • PipPip
  • 27 posts

Posted 04 May 2017 - 04:28 PM

View PostKevman1982, on 04 May 2017 - 04:14 PM, said:

I have however managed to recreate the problem with some consistency by using mobile devices that have not previously visited the site, or by uninstalling and reinstalling the chrome browser and then starting a new chat.

To note for finding the fault... if I reinstall chrome on my ipad it is hit or miss as to if it will work correctly or not.
- If it does work I simply uninstall chrome again and start a new chat again and usually see the fault.
- If it does fail a browser page refresh fixes it completely and I can't make it do it again which is great unless you are a new customer on a new device.
- Simply clearing the cache, cookies and browsing history doesn't seem to make the fault occur again until I reinstall the browser.
- I have got people to try our chat from multiple ios and android devices and the problem is still there.
- I don't think this is a mobile/device only problem but they are the only devices I can consistently repeat the issue with.

#3 Kevman1982

    Member

  • Members
  • PipPip
  • 27 posts

Posted 05 May 2017 - 08:57 AM

Further on from this it would appear some clients only see the operator messages after they have sent another message...

#4 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 05 May 2017 - 11:33 AM

Hi Kevman,

Thanks for bringing this to our attention.

Could you provide access to an installation where this issue is reproducible?

I doubt that this has something to do with chrome, ipad etc.

We never noticed something like this in our tests and I doubt that this is a general issue. Even more when you say it's not limited to mobile devices.

Do you run some caching or response optimization on your webserver that ruins functionality by sending the same responses unless the client changes somes parameters (eg by typing)?

#5 lhcampos

    Advanced Member

  • Members
  • PipPipPip
  • 61 posts

Posted 26 May 2017 - 07:23 PM

We are having exactly the same issue. I am not able to reproduce this always, but we are having some customers sending messages like:
"Hello???" "Anybody??"
And our operators keep sending messages.

We contacted some customers later, by email, and they told that they aren't able to see any messages.

Some of them seems to receive our messages after they write something else (maybe they refreshed the page)

When we click in Details about customers like this, they seems to be Offline, like this:
http://imgur.com/a/njxoY

We are using the web version for operators.

#6 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 29 May 2017 - 07:40 AM

Hi,

Thanks for the details. I guess several things must come together for this to happen.

According to the screenshot, the visitor is in chat with you but shown as offline at the same time, is that correct?

1.) When this happens again, can you check the MySQL table "chat_posts" if the operator messages are stored there?

2.) Can you provide a screenshot of these pages?

a.) Server Configuration -> Visitor Monitoring
b.) Server Configuration -> Chats

Thanks!

#7 lhcampos

    Advanced Member

  • Members
  • PipPipPip
  • 61 posts

Posted 29 May 2017 - 07:52 PM

Thanks.

Visitor Monitoring: http://imgur.com/Q6XNpVl

Chats configuration: http://imgur.com/8kuuQLc and http://imgur.com/1j2GlKW

In this screenshot you can see the customer asking "someone?", even when our operator sent messages:
http://imgur.com/gTJnVHa

Seems that the customer is able to see the operator's messages AFTER she (customer) sent messages. The customer realized this and started sending points only to see messages sent by the operator, as you can see: http://imgur.com/m9ba460

During the chat, the customer was offline in details, as you can see: http://imgur.com/kzDR85R

The messages seems to be ok in the table: http://imgur.com/3Uouz7N

Link with all images:
http://imgur.com/a/TjYqU

Thanks

#8 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 30 May 2017 - 10:28 AM

Thank you very much for all the screenshots!

We will use your configuration for further tests, I hope we will able to finally reproduce it.

#9 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 01 June 2017 - 06:51 AM

Can someone reproduce this in 7.0.4.0?

#10 lhcampos

    Advanced Member

  • Members
  • PipPipPip
  • 61 posts

Posted 01 June 2017 - 01:12 PM

I can update and see if this keeps happening

#11 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 01 June 2017 - 01:35 PM

There's a good chance that we fixed it 'accidentally' in 7.0.4.0, I can't promise it though.

#12 Kevman1982

    Member

  • Members
  • PipPip
  • 27 posts

Posted 07 June 2017 - 09:13 AM

View Postlhcampos, on 01 June 2017 - 01:12 PM, said:

I can update and see if this keeps happening

Did this solve the problem?

We had to roll back previously and I've only just noticed there is a new update.. apprehensive to upgrade again at the moment due to the nightmare of having to run around and change all our clients to the new version and back if it's still an issue..

#13 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 07 June 2017 - 09:41 AM

Please wait then.

There's a least one user that has confirmed the problem in 7.0.4.1 so it's obviously not fixed yet.

We are still unable to reproduce this.

Quote

We had to roll back previously
Which version did you rollback to?

#14 Kevman1982

    Member

  • Members
  • PipPip
  • 27 posts

Posted 07 June 2017 - 12:37 PM

View PostPatrick Keil, on 07 June 2017 - 09:41 AM, said:

Which version did you rollback to?

6.2

#15 lhcampos

    Advanced Member

  • Members
  • PipPipPip
  • 61 posts

Posted 07 June 2017 - 07:18 PM

We updated to 7.0.4.1 but the problem remains. Here are some screenshots from yesterday.

In this Screenshot, the customer keep saying "Hello", "Hi", even after messages were sent:
http://imgur.com/WMtYuGo

In this screenshot, the customer is saying like "Talk with me" and "I am not receiving your messages":
http://imgur.com/5ycBkOg

In this screenshot, the customer said: "The chat shows you typing but I cant see any messages, then I can only see your message after I send something else"
http://imgur.com/Bt1kPAg

This is happening in something like 10% of our live chats. Everyday we are facing this problem.
There is another problem that happens sometimes, and I do not know if is somehow related. As you can see in this screenshot: http://imgur.com/2AfKjLu
The customer was talking to the operator and apparently left the room. Then he returned saying something, but the Start Chat button can not be clicked, it is inactive. So we can not talk to this customer.

Thanks

#16 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 08 June 2017 - 07:19 AM

Hi,

Thanks for the details.

1.) Here's another on spec fix for 7.0.4.1, please download and upload the file to your server and see if that helps. Attached File  lz_7041_qp_A6J3O9.zip   4.73K   13 downloads

2.) If this does not help, can you try to activate the visitor monitoring for 2 days to see if that fixes it?

3.) When the issue occurs again, please check your mysql table:

a.) search for the chat id in the table "visitor_chats" and take a screenshot (or dump) of the row (we just need to see the first 12 columns).
b.) copy the "visitor_id" and search the table "visitors" for the "id" and take a screenshot (or dump) of the rows (we just need to see the first 12 columns).
c.) search the table "visitor_browsers" for the "visitor_id" and take a screenshot (or dump) of the rows (we just need to see the first 12 columns).

Thanks again for you help in this matter.

#17 lhcampos

    Advanced Member

  • Members
  • PipPipPip
  • 61 posts

Posted 08 June 2017 - 10:51 AM

Thanks, I uploaded the file to server and will keep you informed

#18 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 08 June 2017 - 11:00 AM

Thank you!

#19 grevalve

    Newbie

  • Members
  • Pip
  • 6 posts

Posted 08 June 2017 - 02:33 PM

Hello, I will apply this fix to test too because we are experiencing the same issue on the chat. However I have a question, does the visitor monitoring need to be enabled? We do not use it and not sure how this relates to the chat issue.

#20 Patrick Keil

    Administrator

  • Administrators
  • 3242 posts
  • LocationSingen, Germany

Posted 08 June 2017 - 03:02 PM

It seems that all users affected by this problem have visitor monitoring disabled.

Please let me know if the fix helps.





1 user(s) are reading this topic

0 members, 1 guests, 0 anonymous users