jdbino, to work around this, we set up a file on one of our servers called "/api/get.html" with the following contents:

 

<xml>

</xml>

 

Then we had our customer support people add a line to their "hosts" file on their PCs with the IP address of our server, pointing to hostip.info, like this:

 

123.123.123.123 www.hostip.info

 

Note that 123.123.123.123 is not a real address!  I just put that there as an example.

 

So this has the effect of redirecting Live Support's call to hostip.info to our own page.  Now Live Support shows "ERROR" in the Country and City fields instead of blowing up.

 

That's a big pain, but it worked.  Now if only the CuteSoft people would show up for work and tell us what the real fix should be.