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Support => Daily Operations => Topic started by: Kelly on November 16, 2007, 08:20:06 PM



Title: Blank screen after hitting "Accept" from a chat request
Post by: Kelly on November 16, 2007, 08:20:06 PM
We are using v2.1.5 and when a client requests a chat, and we accept the chat, all we see on our end is a blank white window with green "loading" status bars at the bottom.  The chat window never starts for us on our end.  The client then thinks we've ignored them and eventually gets a "xx has ended the chat session with you" message.  Help!


Title: Re: Blank screen after hitting "Accept" from a chat request
Post by: victor on November 17, 2007, 05:17:29 AM
do you have set the right permissions to folders?

do you try the debug file?


Title: Re: Blank screen after hitting "Accept" from a chat request
Post by: Delaware.net on November 19, 2007, 05:10:08 PM
Yes we have the correct permissions set on all the necessary folders.  I am assuming you are referring to the debug.tpl file within the /class/smarty/ directory?  If so, how do we run this file?  If I request the file from a browser, IIS does not recognize it and PHP does not run it.  We believe it is a firewall issue since our host blocks all ports unless we specify otherwise.  Do you know what port HCL runs on when a chat is requested?  Thank you.


Title: Re: Blank screen after hitting "Accept" from a chat request
Post by: victor on November 19, 2007, 05:43:06 PM
Hi, HCL use port 80, with debug file I mean this one:

http://www.helpcenterlive.com/smf/index.php/topic,71.0.html


Title: Re: Blank screen after hitting "Accept" from a chat request
Post by: Delaware.net on November 20, 2007, 05:48:40 PM
Thanks, I ran the debug file and this was the response:

0777
0777
0777
0666

ICONS Directory:
index.php   readable Writable Unexecutable   0666
offline.gif   readable Writable Unexecutable   0666
offline.gif.old   readable Writable Unexecutable   0666
online.gif   readable Writable Unexecutable   0666
online.gif.old   readable Writable Unexecutable   0666
End of ICONS
Version: 2.1.5

Hostname: 240-52.delaware.net
Date: Tue, 20 Nov 2007 10:32:48 -0600


Now, I do have full permissions set on the icons directory, however, do these files need to be executable in order for the application to run?  These icons display fine on the site and everything else works fine with HCL.  We can login to the admin, request a chat, click the accept button, but once you accept the chat, it just hangs and sits at a whitescreen.  Any other ideas?  Thanks.


Title: Re: Blank screen after hitting "Accept" from a chat request
Post by: HCL Admin on November 22, 2007, 11:18:21 PM
Depending on the server config (That monstrous block of data after the part you posted) you may well need execute permissions to see them properly.