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Support => Installation Help & Software Support => Topic started by: tlcook on September 05, 2007, 11:21:53 PM



Title: Operator Initiating chat via monitoring
Post by: tlcook on September 05, 2007, 11:21:53 PM
Hi all,

I've been using Help Center Live for a while now and really think it's an excellent bit of kit. One thing that is confusing me though is the availability to monitor set pages... I don't get notification of someone browsing the pages I have added the code to. I only get notified of a chat request from either a user or another operator.

Can anyone shine a light on this?

Thanks,

T


Title: Re: Operator Initiating chat via monitoring
Post by: HCL Admin on September 07, 2007, 05:39:02 PM
You don't see page visitors at all?  Are you using IE?


Title: Re: Operator Initiating chat via monitoring
Post by: tlcook on September 08, 2007, 10:28:55 PM
No. I'm using Firefox 2. And I just upgraded to the latest version of HCL to no avail. :(

It used to work with the much older version about 2.5 years ago.


Title: Re: Operator Initiating chat via monitoring
Post by: HCL Admin on September 09, 2007, 04:26:26 AM
Do you have the server behind any firewalls or anything that could be hiding the visitors IP address?  I'm sorely tempted to have you use the debug code on it to see why it's not able to pull up the IP address of the user (the usual culprit when this happens.)


Title: Re: Operator Initiating chat via monitoring
Post by: tlcook on September 10, 2007, 10:22:51 AM
Not as far as I'm aware, no. The debug would most likely help, and come to think, even when the visitor has initiated a chat and we are talking, it does not gather any visitor information and says their time on the site is something incredibly long like 300000 hours. Could my .htaccess configuration have anything to do with it?


Title: Re: Operator Initiating chat via monitoring
Post by: HCL Admin on September 10, 2007, 01:52:53 PM
Hmm, is the server showing the correct time?  It sounds like time is broken, which will prevent a lot of functions from working properly.


Title: Re: Operator Initiating chat via monitoring
Post by: tlcook on September 10, 2007, 11:54:10 PM
It appears to show the correct time. It's odd.


Title: Re: Operator Initiating chat via monitoring
Post by: HCL Admin on September 11, 2007, 12:33:36 AM
It's saying that the clock is about 3 1/2 days off.  That is very weird, is this your own server, or do you have a hosting account somewhere?


Title: Re: Operator Initiating chat via monitoring
Post by: tlcook on September 11, 2007, 09:19:57 AM
I have a hosting account with Megadealhosting.com

I'll contact them about the time difference now.


Title: Re: Operator Initiating chat via monitoring
Post by: HCL Admin on September 11, 2007, 12:55:01 PM
I think what is happening is that there is a large time differential between the MySQL server and the web server.  The only way I can think this is happening is if they are on two different physical servers.

A real head scratcher on this one, or you have the most loyal visitors on the planet to stay on your site for 3 1/2 days... :)


Title: Re: Operator Initiating chat via monitoring
Post by: tlcook on September 12, 2007, 12:03:18 AM
I've posted a help ticket on their support system. I'll get a response tomorrow.