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Support => Installation Help & Software Support => Topic started by: devonblzx on September 04, 2007, 07:10:19 AM



Title: No sound at all
Post by: devonblzx on September 04, 2007, 07:10:19 AM
I just recently installed HelpCenterLive 2.1.5 and I can't seem to get any sound notifications when new chat requests come in, or any sounds at all for that matter.

I have tried using IE6, IE7, and FireFox on Windows XP.  I saw another thread about this but it said 2.1.5 would fix the issue but it doesn't seem to be fixed yet.

Any ideas on how to get the sound working?  The notifications are important to me.'


Also wanted to add that on FireFox the window doesn't even show up on a new chat request.  On IE it would pop up but still no sound or blinking.


Title: Re: No sound at all
Post by: HCL Admin on September 04, 2007, 01:58:10 PM
Devon, what java are you using?  Something appears seriously broken if your not getting sound.


Title: Re: No sound at all
Post by: devonblzx on September 04, 2007, 03:08:57 PM
I saw Java might have been an issue before. I installed the new JRE 6.2 last night and it still didn't work for me.


Title: Re: No sound at all
Post by: HCL Admin on September 04, 2007, 06:18:00 PM
Does sound on any web page work?  Also, if you have access to server logs, see if it's loading the mp3 files for the sounds.


Title: Re: No sound at all
Post by: devonblzx on September 04, 2007, 06:27:32 PM
Hey,

I searched through the error log for mp3 and I came up with a few lines that looked like:

[Tue Sep 04 00:19:15 2007] [error] [client *] File does not exist: /home/admin/domains/domain.com/private_html/live/templates/Bliss/sounds/.mp3
[Tue Sep 04 00:19:15 2007] [error] [client *] File does not exist: /home/admin/domains/domain.com/private_html/404.shtml
[Tue Sep 04 00:19:15 2007] [error] [client *] File does not exist: /home/admin/domains/domain.com/private_html/live/templates/Bliss/sounds/.mp3
[Tue Sep 04 00:19:15 2007] [error] [client *] File does not exist: /home/admin/domains/domain.com/private_html/404.shtml

I edited out my IP and domain name, but it seems that its searching for a blank .mp3 file.  Any ideas on how to fix?


Title: Re: No sound at all
Post by: devonblzx on September 04, 2007, 09:55:54 PM
To update you, I put in an mp3 file called .mp3 and those error messages disappeared but still no sounds.  I had someone else test this as well so it isn't just my computer.  Do I need Java running on the server?


Title: Re: No sound at all
Post by: HCL Admin on September 04, 2007, 11:50:15 PM
Hmm, sounds like it isn't passing the mp3 filename properly.  Let me do a little checking on that. 


Title: Re: No sound at all
Post by: devonblzx on September 05, 2007, 01:04:24 AM
Thank you, please let me know if you figure out how to fix it.