Smartertrack Chat - Chat losing connection to server

Question asked by Adam De Lay - 3/16/2018 at 8:06 AM

Answered

Where are the log files for smartertrack chat? We seem to have several customers each day who start a chat, then navigate to a different page and they seem to lose connection back to the smartertrack server. Would like to investigate prior to opening up a ticket.

We're using ST 13.1.6632.18620

Thanks,

Adam

2 Replies

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Derek Curtis Replied

3/20/2018 at 9:04 AM

Employee Post Marked As Answer

Hi, Adam. All of the logs kept by SmarterTrack are found here when you're logged in with an Admin role:

Settings --> Tools --> Diagnostics. The Errors.log for a particular day may have errors in it. That said, if it's an issue with embedded chat, they might not be logged. If you can get client-side errors from a browser with dev tools open, that would be a good start. If your customers can't do it, can you replicate the issues?

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Adam De Lay Replied

11/7/2018 at 8:45 AM

Derek,

I'm forced to look into this issue again. We're still having issues with chats being disconnected with our customers. No one has found a pattern yet of a specific page the customer is on or a specific browser that's being used. I can look back through old chats and see several chats in a row with the same person because something has disconnected them. Since we cannot replicate the issue, client-side testing is not available. There has to be some kind of server-side log which gives more information as to why the disconnects keep happening. Is there some SignalR logging we can enable?

Adam

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