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Error During Chats


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#1 BH1

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Posted 14 June 2017 - 02:57 PM

Hi there,

We have one user who constantly receives the attached error when chatting with customers.

We've tried different machines, creating different users/logins and the issue still persists for that 1 individual. Everyone else works fine.

Can you decipher the error and help please?

Thanks

Bex

#2 Patrick Keil

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Posted 16 June 2017 - 07:05 AM

Hi Bex,

there's no error attached. :-|

#3 BH1

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Posted 16 June 2017 - 10:02 AM

Oh dear! Thanks, attached.

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  • Attached Image: SnipImage.JPG


#4 Patrick Keil

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Posted 16 June 2017 - 11:31 AM

Please note that the support for version 6.x has ended.

If I remember correctly, this error indicates a damaged local configuration file (config.xml).

You can try to delete the config.xml file located under documents/livezilla.

If that does help, please consider an update to LiveZilla 7.x.

#5 BH1

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Posted 16 June 2017 - 11:42 AM

Hi Patrick,

Thanks for getting back to me. We've tried this several times and unfortunately the issue still persists. We've also tried upgrading to 7.x but unfortunately this doesn't appear to work for us (severe lagging and chats unable to connect at all) and I've been on the forum regarding this but to no avail. It's looking increasingly like we will be unable to continue with Livezilla, which is a shame!

Any other ideas?

#6 Patrick Keil

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Posted 16 June 2017 - 11:50 AM

You may want to try the upcoming release 7.0.5.0 which addresses the slowdowns.

Quote

chats unable to connect at all
This is not a known issue, where did you report this?

#7 BH1

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Posted 16 June 2017 - 11:54 AM

Hi Patrick,

I assumed this was part of the slow down. Just to clarify sorry, the chats would connect but responses from us or customers would be extremely slow to send or receive, In some cases, the customer didn't even receive our messages and vice versa. Would this be address in the latest version and is their an anticipated release date?

Thanks for your help,
Bex

#8 Patrick Keil

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Posted 16 June 2017 - 12:40 PM

Could it be this issue?

#9 BH1

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Posted 16 June 2017 - 01:02 PM

It sounds like a similar issue, however we always have Visitor Monitoring enabled (Geo Tracking disabled).





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