Chats disconnecting while talking to customers
Problem reported by Artur Rzasa - August 10, 2016 at 4:56 PM
Submitted
Since upgrading from v11 to v12, our agents have been complaining at an increase of chats dropping out. At first we thought it was due to the embedded version of chat available as it seemed our pop-out version didn't show this issue, so we changed back to pop-out version. It seems more stable, but ideally would like to use the embedded version again.
 
Nothing else on our network/firewalls has changed since the upgrade only the smartertrack software.
 
Has anyone else noticed an increase to chats dropping out using embedded version of chat?
 
This is a common scenario now:-
9:38:56 AM - Disconnected From User
9:38:56 AM - This live chat session is no longer active
9:39:27 AM - stu: hello ?
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Art

8 Replies

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Michael Adams Replied
We have been experiencing an increase in dropped chats since the upgrade. Our disconnect occurrences happen almost exactly after a minute of the chat initiating. We also see that the customer doesn't come back on live chat again, but we have received emails shortly after from them. Starting to wonder if they aren't able if it disables them from creating a new chat session. 
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Artur Rzasa Replied
Thanks for your info Michael. I will check to see if we see dropouts at the 1 min mark too.
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Art
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Artur Rzasa Replied
Or seems like maybe our issue is that some customers just don't get our responses within chat and so they disconnect thinking we aren't replying to them.
I now have several chat tickets where I can see on our end that we are replying but the customer is asking us if we are still there.
Will submit a support call.
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Art
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Andrea Rogers Replied
Employee Post
Thank you for these reports, Artur. A support ticket would be best in this case to allow our support agents to review this issue. 

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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Artur Rzasa Replied
Support ticket created.

In saying that, it would be nice to get some support here along lines of, check a log file here or try this.
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Art
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Andrea Rogers Replied
Employee Post
I would love to offer some suggestions, Artur, and someone else from the company may be able to. However, this type of issue goes beyond my technical support knowledge and it's not a common issue I've seen before. Aside from ensuring you have an active internet connection or checking your logs (at Settings > Tools > Diagnostics), I don't have other suggestions for troubleshooting.

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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Andreea Ostache Replied
Hello,
 
I know that this is an old thread, but we are experiencing disconnects as well and, starting from this thread, we have done an internal investigation.
The result our Tech Team came up with was that, in our case, the errors are generated on the background of the lack of JDK on client machines. The SignalR library disconnects/reconnects trying to connect to our site, every time the page refresh happens. The missing SDK conflicts with jquerry framework.
I hope my translation of their reply is accurate.
Does it make sense? Is this something that can be improved?
 
Thank you for your attention,
Andreea-Luciana Ostache
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Andrew Barker Replied
Employee Post
Andreea,
 
First, it is important to note that the issue originally reported in this thread is completely unrelated to any issues with chat's that you may be having in version 13 or higher. With version 13 of SmarterTrack, chats were upgraded to utilize SignalR.
 
That being said, the lack of the JDK - or any SDK - on client machines will not impact the performance of SignalR. On the client system, SignalR runs entirely in JavaScript, which is fully managed by the browser.
 
If you are having issues with the chat widget being embedded on your site, it is possible that there is some sort of conflict between the different versions of jQuery, or with some other JavaScript library. If your site is using a JavaScript library other than jQuery that utilizes the $ symbol, it could cause problems with the chat widget. Also, the chat widget may have issues if the site it is embedded in uses a jQuery version of 2 or higher.
 
Unfortunately, without looking at your system, there is little that we can do to troubleshoot your setup. It may be advisable for you to submit a support ticket.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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