Status Offline Even When I'm Online

July 15, 2008, 12:40:40 PM

moozle

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Status Offline Even When I'm Online

Please help! :-\

I just installed the software with no problems, added the code on my site, logged in on helpcenterlive admin live chat and I seem to be doing everything right (well, according to instructions). There's only one problem: the live help status always shows 'offline'. I click on it and it says the operator is offline.

But on the admin panel, I'm sure I'm online (and even hear beeps whenever there's a visitor on the site).

Does anyone know how I can fix this?

Thanks in advance.


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July 15, 2008, 09:49:31 PM

BYTEmySITE

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Re: Status Offline Even When I'm Online

Aloha

1. Can you make sure your using ver 2.1.7 please. If not please upgrade.
Here's the link: http://www.helpcenterlive.com/downloads/

2. It could be a browser issue. How about posting the link to your page here, so we can test
with more than one browser/OS too. Or if you like, PM the link.

3. You may need to set OPERATOR ASSIGNMENTS. If none have been assigned, no CHAT is possible.

That's all I can give you for now. Will chewck back for replies if you need more help.

AR


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July 15, 2008, 10:24:56 PM

moozle

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Re: Status Offline Even When I'm Online

Hi,

Yup, I'm using the latest version (I just installed the software a few days ago).

I even enabled safe mode, and changed the config. php to 'true'. :(

I'm using Firefox 3 & IE8, are they compatible?

Sending you my URL via PM. Thanks.


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July 16, 2008, 12:14:09 AM

BYTEmySITE

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Re: Status Offline Even When I'm Online

Aloha,

Dealing with this matter directly by email...

Will post end results for all to see when done.

Aloha

AR


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July 16, 2008, 12:37:22 AM

moozle

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Re: Status Offline Even When I'm Online

Ok, everything seems to be working fine now, and it's all thanks to BYTEmySITE! :D

There must have been some problem with the way I added the first operator+assignment. What I did was follow BYTEmySITE's instructions (sent via email):

Quote

1. Select: System Configuration
2. Select: Operators
3. Select: Add (operator) complete and save
4. Select: Assignments
5. Checkbox: User Name, enter priority to take requests
1-9 for example, then select EDIT.

So I added a new operator with those instructions and tested by chatting with myself. Grin

Thank you very much for your help, BYTEmySITE!

Rgds. :)


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July 16, 2008, 05:26:03 AM

BYTEmySITE

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Re: Status Offline Even When I'm Online

Aloha moozle,

Many thanks for the for the post...

I hope others trying to get off and running, will save time with this fix too.

A pleasure to help you.

Aloha

AR


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July 22, 2008, 10:42:17 PM

greenplumbers

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Re: Status Offline Even When I'm Online

ByteMYSite et al,
I am having the same issue as "moozle", and am using the latest version of HCL, and the Offline status will not change when tested with FF3, IE 7, and WinApp. My live help is deployed on a Drupal CMS website. PM me please, and I will give you HCL access.

Thank you,
Joshua


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September 08, 2008, 07:15:22 PM

edwinallenz

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Re: Status Offline Even When I'm Online

I had installed hcl 2. 7 It works good for 1 month. Right know it's showing offline message in all browsers.
Any suggestions to fix these.


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September 09, 2008, 05:23:53 PM

vinit_livechat

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Re: Status Offline Even When I'm Online

try this work around .

Login as root admin and click on operators .
The boot all operators .

Logout and close the browser .

Start new browser and login as operator .

One more suggestion while testing livechat on same machine , use two different browsers like IE opera FF

use one for operator login , one for admin and one for user requesting chat .

I think HCL maintains cache and log based on IP.


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September 10, 2008, 02:01:07 AM

edwinallenz

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Re: Status Offline Even When I'm Online

I made as vinit_livechat suggested, but It still doesn't work's.
Then I delete the app folder and db tables.
Reinstall the app, add department, operators, assignments and still don't working.
Any body know how hcl register a live support session, where and how is the session written to the database.
I dont know what is happen in the app.


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September 10, 2008, 07:27:11 AM

epicclicks

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Re: Status Offline Even When I'm Online

ok i found out how to work it login goto operators then assignments click the name the hit edit it should put it online for you :)


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September 12, 2008, 07:29:22 PM

edwinallenz

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Re: Status Offline Even When I'm Online

Its working kwno, and I haven't done anything, from yesterday for today. I think it's a cache error.


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September 19, 2008, 10:29:50 AM

vinit_livechat

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Re: Status Offline Even When I'm Online

if you think this is cache error then run
www. website. com/hcl/rmhcl. php file from the browser

also make sure in this file $allow_rm = true; is set to true.

Additionally FYI the current session are stored in table session . If you have db access , empty this table .

also in table operators there is a feild status , if this is set to 1 then operator is live . set this to 0 for non live operator .

This type of problem arises ,when a user is accepting chat , his status is ONLINE , If the operator closes the chat without making his statis OFFLINE . he will still remain ONLINE .
I think this is abug and should be fixed , i am trying at my end . as soon as the livechat accepting windows is closed at opertor end . his status should be updated to OFFLINE in table operator , session and activity.

Comments and suggestions are accepted.


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September 26, 2008, 04:45:45 PM

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Re: Status Offline Even When I'm Online

So I am having the same problem. I went through these posts and have tried multiple times to get this to work without success. I figure it is some stupid wetware issue on my part but I'm just spinning my wheels so I figured I'd ask. I have set up operators, made the assignments, cleared cache, etc. multiple times. Any help would be appreciated.


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