Connection error while initiating the live support chat

Last post 08-02-2007, 3:56 PM by Anonymous. 8 replies.
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  •  07-25-2007, 9:02 AM 31847

    Connection error while initiating the live support chat

    Here are the sequence of steps followed
     
    1. Opened the website with cutelive support (shows offline)
    2. Operator signed in as admin (logs in correctly with operator home page popping up)
    3. Operator clicks 'I am Ready '
    3. Refresh the website shows on cutelive support (shows online)
    4. customer initiates chat and waits
    5. operator clicks the waiting cutomer in the list and starts to communicate
    6. There pops a message as follows
     
         CONNECTION ERROR
                  Unable to connect to chat server. Click OK to retry or CANCEL to ignore the connection
                   Failed to connect to the server : NOTLOGIN,
                  
                                  OK  CANCEL
     
    7. Refreshing the website then again makes the livesupport offline
    8. Close the livesupport operator page, asks for Logoff and exit.
     
    Please let me know the problem and how to fix it.
     
    Also I have multiple websites with the same communityserver (instance) setup which needs support from the same cutelivesupport instance. can this handled
    Filed under:
  •  07-25-2007, 1:30 PM 31873 in reply to 31847

    Re: Connection error while initiating the live support chat

    >>CONNECTION ERROR
     
    Does it happen all the time? We can't reproduce this issue here.
     
    >>Also I have multiple websites with the same communityserver (instance) setup which needs support from the same cutelivesupport instance. can this handled
     
    Yes.
     

    If the target web page is in another domain, you need to use the following cross-domain monitor tag instead:



    asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
    Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
    asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
    asp wysiwyg html editor: http://cutesoft.net/ASP
    asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
    Live Support: http://cutesoft.net/live-support/default.aspx

  •  07-25-2007, 9:04 PM 31899 in reply to 31873

    Re: Connection error while initiating the live support chat

    Yes happens all the time
  •  07-26-2007, 4:13 PM 31931 in reply to 31899

    Re: Connection error while initiating the live support chat

    Is your site online?

    If so, can you set up FTP access and testing URL, then send it to me at [email protected]?
     
     

    asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
    Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
    asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
    asp wysiwyg html editor: http://cutesoft.net/ASP
    asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
    Live Support: http://cutesoft.net/live-support/default.aspx

  •  07-29-2007, 4:41 PM 31987 in reply to 31873

    Re: Connection error while initiating the live support chat

    Adam:
    >>CONNECTION ERRO
     

    If the target web page is in another domain, you need to use the following cross-domain monitor tag instead:


     
    Where do you need to use this tag
  •  07-29-2007, 6:17 PM 31990 in reply to 31987

    Re: Connection error while initiating the live support chat

    what i observed, even after getting this error, I was able to continue the chat with the customer. However, the online status gets changed to offline

  •  07-29-2007, 6:35 PM 31991 in reply to 31990

    Re: Connection error while initiating the live support chat

    Here is the error description when I try to click the connect button
     

    See the end of this message for details on invoking
    just-in-time (JIT) debugging instead of this dialog box.

    ************** Exception Text **************
    System.Exception: Failed to connect server:NOTLOGIN,
       at CuteSoft.Chat.WinClient.SupportClient.Connect()
       at LiveSupport.StatusBar.connectionToolStripButton_Click(Object sender, EventArgs e)
       at System.Windows.Forms.ToolStripItem.RaiseEvent(Object key, EventArgs e)
       at System.Windows.Forms.ToolStripButton.OnClick(EventArgs e)
       at System.Windows.Forms.ToolStripItem.HandleClick(EventArgs e)
       at System.Windows.Forms.ToolStripItem.HandleMouseUp(MouseEventArgs e)
       at System.Windows.Forms.ToolStripItem.FireEventInteractive(EventArgs e, ToolStripItemEventType met)
       at System.Windows.Forms.ToolStripItem.FireEvent(EventArgs e, ToolStripItemEventType met)
       at System.Windows.Forms.ToolStrip.OnMouseUp(MouseEventArgs mea)
       at System.Windows.Forms.Control.WmMouseUp(Message& m, MouseButtons button, Int32 clicks)
       at System.Windows.Forms.Control.WndProc(Message& m)
       at System.Windows.Forms.ScrollableControl.WndProc(Message& m)
       at System.Windows.Forms.ToolStrip.WndProc(Message& m)
       at System.Windows.Forms.Control.ControlNativeWindow.OnMessage(Message& m)
       at System.Windows.Forms.Control.ControlNativeWindow.WndProc(Message& m)
       at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)


    ************** Loaded Assemblies **************
    mscorlib
        Assembly Version: 2.0.0.0
        Win32 Version: 2.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/Microsoft.NET/Framework/v2.0.50727/mscorlib.dll
    ----------------------------------------
    LiveSupport
        Assembly Version: 1.0.0.0
        Win32 Version: 1.0.0.0
        CodeBase: file:///C:/Program%20Files/CuteSoft/LiveSupport/LiveSupport.exe
    ----------------------------------------
    System.Windows.Forms
        Assembly Version: 2.0.0.0
        Win32 Version: 2.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/assembly/GAC_MSIL/System.Windows.Forms/2.0.0.0__b77a5c561934e089/System.Windows.Forms.dll
    ----------------------------------------
    System
        Assembly Version: 2.0.0.0
        Win32 Version: 2.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/assembly/GAC_MSIL/System/2.0.0.0__b77a5c561934e089/System.dll
    ----------------------------------------
    System.Drawing
        Assembly Version: 2.0.0.0
        Win32 Version: 2.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/assembly/GAC_MSIL/System.Drawing/2.0.0.0__b03f5f7f11d50a3a/System.Drawing.dll
    ----------------------------------------
    System.Configuration
        Assembly Version: 2.0.0.0
        Win32 Version: 2.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/assembly/GAC_MSIL/System.Configuration/2.0.0.0__b03f5f7f11d50a3a/System.Configuration.dll
    ----------------------------------------
    CuteSoft.Chat.WinClient
        Assembly Version: 3.0.0.0
        Win32 Version: 1.0.0.0
        CodeBase: file:///C:/Program%20Files/CuteSoft/LiveSupport/CuteSoft.Chat.WinClient.DLL
    ----------------------------------------
    System.Web.Services
        Assembly Version: 2.0.0.0
        Win32 Version: 2.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/assembly/GAC_MSIL/System.Web.Services/2.0.0.0__b03f5f7f11d50a3a/System.Web.Services.dll
    ----------------------------------------
    System.Xml
        Assembly Version: 2.0.0.0
        Win32 Version: 2.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/assembly/GAC_MSIL/System.Xml/2.0.0.0__b77a5c561934e089/System.Xml.dll
    ----------------------------------------
    udflipct
        Assembly Version: 3.0.0.0
        Win32 Version: 2.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/assembly/GAC_MSIL/System/2.0.0.0__b77a5c561934e089/System.dll
    ----------------------------------------
    XPCommonControls
        Assembly Version: 3.0.2.902
        Win32 Version: 3.0.2.902
        CodeBase: file:///C:/Program%20Files/CuteSoft/LiveSupport/XPCommonControls.DLL
    ----------------------------------------
    Microsoft.mshtml
        Assembly Version: 7.0.3300.0
        Win32 Version: 7.0.3300.0
        CodeBase: file:///C:/Windows/assembly/GAC/Microsoft.mshtml/7.0.3300.0__b03f5f7f11d50a3a/Microsoft.mshtml.dll
    ----------------------------------------
    NetSpell.SpellChecker
        Assembly Version: 2.1.7.41329
        Win32 Version: 2.1.7.41329
        CodeBase: file:///C:/Program%20Files/CuteSoft/LiveSupport/NetSpell.SpellChecker.DLL
    ----------------------------------------
    Microsoft.VisualBasic
        Assembly Version: 8.0.0.0
        Win32 Version: 8.0.50727.312 (rtmLHS.050727-3100)
        CodeBase: file:///C:/Windows/assembly/GAC_MSIL/Microsoft.VisualBasic/8.0.0.0__b03f5f7f11d50a3a/Microsoft.VisualBasic.dll
    ----------------------------------------

    ************** JIT Debugging **************
    To enable just-in-time (JIT) debugging, the .config file for this
    application or computer (machine.config) must have the
    jitDebugging value set in the system.windows.forms section.
    The application must also be compiled with debugging
    enabled.

    For example:

    <configuration>
        <system.windows.forms jitDebugging="true" />
    </configuration>

    When JIT debugging is enabled, any unhandled exception
    will be sent to the JIT debugger registered on the computer
    rather than be handled by this dialog box.


     

  •  07-30-2007, 3:05 PM 32013 in reply to 31991

    Re: Connection error while initiating the live support chat

    The error you pasted is pretty generic, you should enable debugging and then try to see what line of code it stops at. I tried to replicate what you are experiencing but it does not do this on my setup. I am having couple of other issues which i posted here as nasty bugs, and are for sure not cuz of my setup, however yours seems like its cuz of how your machine is setup. Did you check for firewall issues? Is your windows firewall down? close that crap if its running. I wonder if you saw what i see in my problems?
     
     
    P.S. 
    (I do not work for cutesoft, im just like you trying to integrate it in my project before buying)
  •  08-02-2007, 3:56 PM 32133 in reply to 32013

    Re: Connection error while initiating the live support chat

    Adam,
    Did you get a chance to look at the issue. please let me know if you need more info.
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