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Support => Installation Help & Software Support => Topic started by: badmunchkin on June 17, 2007, 02:34:47 AM



Title: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 02:34:47 AM
I installed to http://cuttingedgedesigns.us/HCL
I sign into admin and sign on as an operator but it always says offline in  the directory and no connection is possible - what's wrong?


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 03:13:24 AM
Quick question, have you created at least one department and assigned your operators to it?



Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 07:07:50 AM
yes I created a dept called customer service - I also created operators - don't know of any certain way to link them together - also wasn't sure what to put for the smtp server?

hostname I put our main website address with no www
port I left as 0???
username I used the username that we use for ftp (was I supposed to use the operator username or my HCL log-in?)
pass I used our ftp log-in too


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 10:44:01 AM
Look like you missed a super important step.  Go into system config and click assign, now assign operators to your departments.  This let's you keep people where they do the best.  If no one is assigned a department, you'll never be "on-line".


Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 05:15:11 PM
aha, I see now - yes, that's working - BTW what is cobrowse and coForms?  Also is there anyway to only have the Live Chat enabled and disable the Trouble Ticket section of HCL?


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 05:20:56 PM
Actually, the next version may not have the trouble tickets pre-installed, and the current version it's probably wise to remove it. 

The best way is to delete the <rootpath>/hcl/modules/osTickets directory.  This will disable it.  In the future there are plans to make it easy to add and remove modules from the config screen, however that wouldn't be until 3.x.x.

I'm probably going to post the new eTickets module for those that wish to have it in a couple of days.


Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 07:32:50 PM
ok great - everything's working now except my icons - I tried to upload my own custom icons and they absolutely will not display - now the old icons won't even display either

direct link to icons:
(http://cuttingedgedesigns.us/HCL/icons/_vti_cnf/online.jpg)


(http://cuttingedgedesigns.us/HCL/icons/_vti_cnf/offline2.jpg)


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 07:36:40 PM
You uploaded them to a department through the icon screen?


Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 07:37:28 PM
yes exactly - they won't upload to either department - now there's just red Xs


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 07:44:13 PM
Is this on Unix or Windows. 

if Unix, make sure your permissions are:

drwxrwxrwx   2 webusr webusr  4096 Jun 14 21:17 icons

Set your permissions chmod 777 (User read write execute, group read write execute, other read write execute)

On windows, ensure that the web server has write permissions there.

Sounds like it wasn't able to save the file to the directory.


Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 07:47:48 PM
I'm on windows - my hosting is Linux (lunarpages) and you just went over my head - I don't have the slightest idea how to do that


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 07:55:46 PM
Most FTP programs have a function to change permissions on a file or directory.  Just FTP in to your HCL directory, and usually you can right click the file and set permissions (some call it chmod)


Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 08:02:21 PM
everything was already set to write - do I need to edit the code of one of the php files to point to the correct url or something?


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 08:05:10 PM
Hmm, odd, ok, if you right click on the X'd out graphic, and select properties, what URL is the image it's trying to find?


Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 08:06:49 PM
it's not pointing to an image - http://cuttingedgedesigns.us/HCL/live/icon.php?status=online&departmentid=1


Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 08:07:59 PM
it's doen't look like a standard image link but there's also this at the top

icon.php?status=online&departmentid=1


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 08:13:43 PM
Hmm, that's the link to a send button.  However I may have found the issue, there is an server 500 error on the directory.  This usually indicates a misconfiguration of either an .htaccess file, or a problem on the server itself.  I'm assuming you are on shared hosting, so the second shouldn't be a problem.  Another potential issue is again permissions.  However you already made sure the directory was 777.  Can you make sure there is not .htaccess in the icons directory, and if your files were uploaded to it?
BTW this is what is linked:
(http://cuttingedgedesigns.us/HCL/live/icon.php?status=online&departmentid=1)


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 08:15:12 PM
Ok, I got a different image the first time, but it looks like your image is there...  Have you put your code on a page yet?



Title: Re: installed HCL - why does it always show me as offline?
Post by: badmunchkin on June 17, 2007, 08:16:16 PM
I just changed them to gifs and it works fine - for some reason it wouldn't let me upload any jpeg files whatsoever - but gifs work with no issues  ??? guess I'll just use the gif versions


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 17, 2007, 08:17:12 PM
Hmm, might be a filter problem.  I'll put in a bug report on it.


Title: Re: installed HCL - why does it always show me as offline?
Post by: HCL Admin on June 20, 2007, 02:36:56 PM
I've been able to upload several jpegs using current code.  Make sure your server has images/jpeg in the mime.types file (might have to e-mail your hosting support on this).  I wasn't able to reproduce the error.