Help Center Live Community

Support => Installation Help & Software Support => Topic started by: Kirk on December 02, 2007, 11:06:33 AM



Title: Aardvark Issue
Post by: Kirk on December 02, 2007, 11:06:33 AM
Hi, I have searched high I low for the solution to my problem so sorry if it has already been posted.

I have just installed Help Center Live on my website, and have changed the icons. While it worked like a charm for the first day while I tested it now it has the word Aardvark above my icons, when the operator is online or off. I have no idea what is going on or how to remove them.

Im using version 2.1.5 and it was one of those one click install solutions my hosting company offers.

Could anyone help me?

Heres a screenshot
(http://hostezi.com/test/Picture%201.png)


Title: Re: Aardvark Issue
Post by: victor on December 03, 2007, 02:03:11 AM
it seems to be something related with your actual hosting company, my advice, try to install it manually, without using the on click installation solution of your hosting provider and tell us how is it going  :)


Title: Re: Aardvark Issue
Post by: HCL Admin on December 03, 2007, 08:16:32 AM
If it persists, install the debug file and IM us so we can investigate, I'm thinking there might be some goofy settings busting this up for you.


Title: Re: Aardvark Issue
Post by: Kirk on December 05, 2007, 09:21:31 AM
I appreciate the help,

Here is the debug file.

http://www.hostezi.com/helpcenterlive/debug.php


Title: Re: Aardvark Issue
Post by: victor on December 05, 2007, 08:11:09 PM
did you try installing it manually?


Title: Re: Aardvark Issue
Post by: Kirk on December 07, 2007, 12:52:26 PM
Ok, I have installed it manually now and am having the exact same issue.

Here is the new debug page from the manual install.

http://hostezi.com/livesupport/debug.php

Any suggestions?


Title: Re: Aardvark Issue
Post by: victor on December 07, 2007, 03:42:33 PM
I've checked your URL from here on IE and Mozilla and it's OK, It seems to be something related to your computer

http://hostezi.com/livesupport/

try it on another computer

please send us a feedbak if you find something


Title: Re: Aardvark Issue
Post by: Kirk on December 22, 2007, 09:05:56 AM
Ok I have done extensive testing on several servers, computers, browsers, installs, versions, and ip address.

The problem seems to be with Firefox running on a Macintosh computer. I have tested it on several now and they are all having the same issue.

I have tried other browsers and they work fine, I have also tried Firefox on a pc and it too works fine.

I have done many installs, both manually and with the one click solution.

The direct link is this one http://www.hostezi.com/test/Template.php
If a new debug page is required please let me know and I will upload one to the latest install. Any help would be appreated as Im holding the launch of the site untill this issue is resolved.

Thank you.
Kirk


Title: Re: Aardvark Issue
Post by: HCL Admin on December 27, 2007, 09:28:58 PM
Kirk, what java plugin is your FF using (put the URL about:plugins in the address bar)  I've seen that one a few times.


Title: Re: Aardvark Issue
Post by: Kirk on January 08, 2008, 09:20:48 AM
Sorry was away for Christmas and New Years.

Java Embedding Plugin 0.9.6.2

java.version 1.5.0_07
java.vendor Apple Computer,Inc

Java is enabled and supported.


Title: Re: Aardvark Issue
Post by: jamie.johnstone on January 19, 2008, 11:07:27 AM
Hello,

I was wondering if anybody has made any progress on this problem, as we are experience the same 'Aardvark' issues on our site, and it doesn't give have the most appealing look when it messes with the formatting of your site =/ However, we are using it with text links and the problem still seems to occur.

We are using 2.1.5, and it only seems to have appeared very recently (I've been experimenting with HCL for days and haven't seem it come up as obviously as it is doing so until now).

Regards,

Jamie Johnstone


Title: Re: Aardvark Issue
Post by: HCL Admin on January 19, 2008, 02:23:53 PM
The problem isn't actually HCL, it's been pointed out on other sites that java applets do that on FF running on Mac.  I need to take some time and see if anyone has a good work around.  The problem is that I don't have a Mac running right at the moment to test anything.  Once my blueberry gets back home it'll simplify things.


Title: Re: Aardvark Issue
Post by: horsewhip on January 31, 2008, 04:39:53 AM
Has there been any movement on this issue? I am running into the same thing for one of my clients.


Title: Re: Aardvark Issue
Post by: Kirk on February 03, 2008, 04:47:46 AM
No change sorry, I am yet to find a work around.


Title: Re: Aardvark Issue
Post by: kennibc on February 04, 2008, 03:00:52 PM
I am fairly new to HCL and am considering this over Crafty Syntax, but I am really concerned about this issue because I work in a school district that has MANY macs running firefox.

Here may be a fix, PLEASE TRY IT and let me know if it works...
File: class/js/aardvark.php
Line 59: <img alt="Aardvark" id="aardvark_img_'+this.object+'" width="0" height="0" src="'+this.url+'" />
Remove: alt="Aardvark"

Also,
File: class/js/normal/aardvark.php
Line: 312 <img alt="Aardvark" id="aardvark_img_'+this.object+'" width="0" height="0" src="'+this.url+'" />
Remove: alt="Aardvark"

From what I could gather it appears the javascript in Firefox on a mac is displaying the ALT tag with the image.  Either remove the tag altogether or replace it with "Live Support" or something that makes sense for your site.

PLEASE LET ME KNOW IF IT WORKS!

Hope it helps,
Chris


Title: Re: Aardvark Issue
Post by: victor on February 06, 2008, 07:23:29 PM
thanks kennibc, I hope the other users give us a feedback


Title: Re: Aardvark Issue
Post by: Kirk on February 10, 2008, 06:19:53 AM
I am yet to test this on several computers, but from first glances it appears to have fixed the bug.

Thank you for submitting this.


Title: Re: Aardvark Issue
Post by: ryebread on July 16, 2008, 05:55:16 PM
Worked for me on an old installation that I had installed a while back (v2. 1. 5). . .   Thanks for the fix! I hadn't had enough time to dig into the issue, and since I'm the only one that uses a Mac in my office. . . .  :)


Title: Re: Aardvark Issue
Post by: Adamski on July 16, 2008, 08:14:49 PM
Also worked for me!


Title: Re: Aardvark Issue
Post by: Tobes on October 27, 2008, 07:07:31 PM
Quote from: kennibc link=topic=328. msg2132#msg2132 date=1202133652
I am fairly new to HCL and am considering this over Crafty Syntax, but I am really concerned about this issue because I work in a school district that has MANY macs running firefox.

Here may be a fix, PLEASE TRY IT and let me know if it works. . .
File: class/js/aardvark. php
Line 59: <img alt="Aardvark" id="aardvark_img_'+this. object+'" width="0" height="0" src="'+this. url+'" />
Remove: alt="Aardvark"

Also,
File: class/js/normal/aardvark. php
Line: 312 <img alt="Aardvark" id="aardvark_img_'+this. object+'" width="0" height="0" src="'+this. url+'" />
Remove: alt="Aardvark"

From what I could gather it appears the javascript in Firefox on a mac is displaying the ALT tag with the image.   Either remove the tag altogether or replace it with "Live Support" or something that makes sense for your site.

PLEASE LET ME KNOW IF IT WORKS!

Hope it helps,
Chris

worked for me too, thank you very very much :)

Tobes


Title: Re: Aardvark Issue
Post by: technista on January 17, 2009, 12:04:09 AM
The fix works, thanks alot!
 :)