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Support => Installation Help & Software Support => Topic started by: josecarlosda on January 26, 2009, 07:18:37 PM



Title: Unable to start chat
Post by: josecarlosda on January 26, 2009, 07:18:37 PM
I'm having a problem to start a chat with a Online operator.  The Online and Offline images are displayed correct, but when I click to chat with a operator when he is online, the operator is not warned about a new Chat request (unless I manually refresh the chat window) and the user chat screen doesn't gets out of the "Wait while we are connecting you" message.
I'm using hcl version 2. 1. 7, PHP Version 5. 2. 6,
The browsers used for the tests where Firefox/3. 0. 5 and IE/6. 0.
Please, could you help me with that issue?
If you need any further information, please let me know.


Title: Re: Unable to start chat
Post by: unix4linux on January 28, 2009, 05:33:42 PM
My problem is kind of similar.   When a user request a chat, I don't get the chat sound alert like I did in version 2. 1. 5.   I am now running 2. 1. 7 and have this issue.

Let me know if you or anyone finds a solution for this


Title: Re: Unable to start chat
Post by: leladesign on February 05, 2009, 09:11:21 PM
I am also having the same problem - the user end popup window remains on "Please wait while we connect you" and nothing happens in the Operator's window.

Anyone out there to help??????


Title: Re: Unable to start chat
Post by: leladesign on February 05, 2009, 10:24:07 PM
Had a look around, and I suspect that my issue might be related to having just installed the newest version of Firefox before I installed HCL. . .

Anyone have any input for me?


Title: Re: Unable to start chat
Post by: Ryan L. on February 05, 2009, 10:47:15 PM
Hey everyone,

The way HCL accepts chat is through the following steps:
      - User clicks button.
      - User receives pop-up and "Please wait while we connect you" message.
      - Operator receives and alert for "incoming chat request"
      - Operator accepts or denies the chat.

It seems the problem occurs between step 2 and 3.

It very well may be a browser issue that does not allow the pop-up for the operator.  Because the operator cannot accept/deny the request, the user will "hang" at the "Please wait while we connect you" screen.

The only suggestion is to try another browser, with some links provided below (unless you already have another favorite).

Ryan

---------------------------
Some browsers to try. . .

Internet Explorer 7 (normally included when you buy your Windows PC)
hxxp: www. microsoft. com/windows/downloads/ie/getitnow. mspx

Firefox 3
hxxp: www. mozilla. com/en-US/firefox/

Safari 3. 2
hxxp: www. apple. com/safari/download/


Title: Re: Unable to start chat
Post by: rafaneo on February 06, 2009, 11:22:29 AM


Title: Re: Unable to start chat
Post by: Ryan L. on February 06, 2009, 10:25:00 PM
Unfortunately, because this is likely a browser bug, the only worthwhile solution is to wait for HCL v3

Because of the effort involved in tracking a bug down in code, especially when a new version is nearing completion, it is not worth the time when that time could be put toward the new version.

I'm not saying there will not be a patch for the 2. 1. 7 version, but I would say it is unlikely.
I'll keep trying to find a solution for everyone.

Best Regards,

Ryan


Title: Re: Unable to start chat
Post by: rafaneo on February 07, 2009, 07:06:01 PM
Ryan,

Thanks for the explanation. 

I agree that the best option is wait for HCL v3. 

Thanks