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Unable to Track Visitors

Started by Guest_simondale_*, Dec 03 2008 08:46 AM

48 replies to this topic

#1 Guest_simondale_*

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Posted 03 December 2008 - 08:46 AM

Hi All,

Just finished installing LiveZilla yesterday... got to be the easiest piece of software I have ever installed.
Well done on making it quick and easy.

I do have one problem though. It does not come up with a pop-up on the bottom right, or on the console when a visitor comes to the website. When i visit the website from MY PC, it shows the "New Visitor" message and allows me to track it, but not for any other random visitors. In the past 24hrs, there have been 55 visitors but only 1 pop-up showed for new visitor.

I had a friend test the chat from his computer, he can request a chat and this part all seems to work fine. It's just not allowing me to track visitors and initiate chats with them for some reason.

Can anyone shed some light on this for me please.

Thanks.

#2 Patrick Keil

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Posted 03 December 2008 - 08:53 AM

I am not sure if I got you right.

Are you able to see the visitors in your visitor list? (you only miss the Message Center)
Or don't you see them in the visitor list?

#3 Guest_simondale_*

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Posted 03 December 2008 - 04:23 PM

Hi,

Well my understanding was that everytime a visitor comes to the website I should be able to see this in the visitor list as well as a pop up on the bottom right of my screen, whether they click on chat or not. At the moment, this is not happening. The only time I can see a visitor is present on the site is if they click the chat button and then a pop up will show.

A straight answer to your question is NO I don't see them in the visitor list either. This is an important feature to me so I can initiate a chat with the visitor myself. Hope this helps.

Thanks.

#4 Derek Punzova

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Posted 03 December 2008 - 07:02 PM

Quote

Well my understanding was that everytime a visitor comes to the website I should be able to see this in the visitor list as well as a pop up on the bottom right of my screen, whether they click on chat or not.

Exactly!

I guess that you have embedded the Chat Button Code without the Visitor Monitoring Code. Go to the Link Generator and create a new Chat Button Code. The Visitor Monitoring Code is included by default. Maybe you have unchecked the checkbox "Add Visitor Monitoring Script" last time.

Hope this helps.
- If you like to suggest a new feature, please click here.
Kind Regards,
Derek

#5 Guest_simondale_*

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Posted 04 December 2008 - 12:29 PM

Hi,

Thanks for that. I will give it a try and see how it goes. I was sure that I had already ticked the box but will replace the code.

Will get back to you with progress.

Thanks.

#6 Guest_cymru2000_*

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Posted 09 January 2009 - 10:20 PM

simondale said:

I will give it a try and see how it goes.

Did you manage to fix you issue because I'm having the exact same thing, I've installed the code with the "track" button selected, I've even installed the code seperatly and no visitors are tracked UNLESS they initiate a chat. I've simply copy/pasted the code given into a table - and I think it's working okay because it displays online status fine.

#7 Guest_pseudonym_*

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Posted 13 January 2009 - 11:55 AM

I changed hosting companies to solve my previous file restriction problems, and now I have this issue.

Could anyone tell me what they did to solve it?

#8 webadpro

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Posted 13 January 2009 - 03:36 PM

Hi,

Have you tried what dpunzova said?

dpunzova said:

Exactly!

I guess that you have embedded the Chat Button Code without the Visitor Monitoring Code. Go to the Link Generator and create a new Chat Button Code. The Visitor Monitoring Code is included by default. Maybe you have unchecked the checkbox "Add Visitor Monitoring Script" last time.

Hope this helps.

#9 Guest_pseudonym_*

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Posted 13 January 2009 - 03:50 PM

webadpro said:

Hi,

Have you tried what dpunzova said?

dpunzova said:

Exactly!

I guess that you have embedded the Chat Button Code without the Visitor Monitoring Code. Go to the Link Generator and create a new Chat Button Code. The Visitor Monitoring Code is included by default. Maybe you have unchecked the checkbox "Add Visitor Monitoring Script" last time.

Hope this helps.
I have the Chat Icon code in a box at the right side of my web site.

The Visitor Monitoring code part is included in the footer of my web site, so that it tracks visitors even where there might not be a Chat Icon.

I've had the 2-in-1 Icon+Monitor code before as well. That didn't work either.

PS: just to add-

I *do* see visitors on the very first page (domain.com only). Any pages they view after that, I can not follow them.

I *do* see visitors when they click on the Chat Icon, during which their URL is displayed as my domain.com/livezilla/livezilla.php.

Outside of those two occurrences, I do can not follow my visitors anywhere. :(

Please help!This should be the last step to having a fully working Livezilla again... :D

#10 webadpro

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Posted 13 January 2009 - 04:03 PM

Hi,
To be able to follow your clients you need to add the Monitor Script to every page you want to monitor.

By going to the LiveZilla Server Admin->Link Generator / Script Generator
After copy the code from the section: Visitor Monitoring
You can view the attachment.

Hope this helps,
Have a great day.

#11 Guest_pseudonym_*

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Posted 14 January 2009 - 08:20 AM

Yesterday me and webadpro worked on this and tried to come to a solution. We were not successful.

Basically, we found that the problem came from the Tracking Code not passing along its code to the desktop client on new page visits after the entrance URL, or outside of /livezilla/

So, comes in at my site through the domain.com (most logical) and I can see them in my desktop client, but I can not follow their movement throughout the rest of the site after that.

Someone can also come in from a direct deep link, and I will see that exact deep link in the desktop client, but as soon as they browse to other places I can not track them anymore.

Could someone from Livezilla comment on this please? :(

PS: my web site programmer told me that "pages that request an update from the tracker produce a 404 error link"

#12 Guest_pseudonym_*

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Posted 16 January 2009 - 05:57 AM

Solved the problem by changing hosting companies (yet again...) to JustHost.

#13 Derek Punzova

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Posted 16 January 2009 - 07:39 AM

The best thing you could do :|
- If you like to suggest a new feature, please click here.
Kind Regards,
Derek

#14 webadpro

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Posted 16 January 2009 - 12:29 PM

pseudonym said:

Solved the problem by changing hosting companies (yet again...) to JustHost.

That's great, I'm happy to see you back on track, because we've tried almost every solution.

Have a great one!

#15 mcgyver210

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Posted 22 January 2009 - 08:00 AM

I am also experiencing this problem Tracking is basically useless it even loses connection with the visitors after a short time.

I have reloaded the scripts & double checked for tracking code. It will work on every page sometimes but not like it did a few upgrades back.

Anyone figure this out yet? This does seem to be a issue with multiple users.

#16 Patrick Keil

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Posted 22 January 2009 - 10:23 AM

Hi,

I can see that your server returns 403 errors when the tracking script tries to connect. I sent you an email ...

#17 Guest_whichphotographer_*

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Posted 22 January 2009 - 12:20 PM

Hi, same problem. Live support working fine (thanks, 'tis ideal) but tracking is not working at all. Have tried tacking code with grachics, separate and in template, none of which work. My site is www.whichphotographer.co.uk. I would appreciate anyone having a look.

#18 Patrick Keil

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Posted 22 January 2009 - 02:26 PM

I just discovered that some webservers block every URL containing the phrase "jscript". Unfortunately, LiveZilla uses an GET parameter called "jscript".

We will change the parameter name for the next version.

Of course you can also deactivate the filter rule of your webserver / firewall if you are able to do it.

#19 mcgyver210

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Posted 23 January 2009 - 08:11 PM

Thanks to help from Patrick & my Host Provider I was able to fix the tracking issues with my site.

LiveZilla is tracking all visitors like it is supposed to again & I can now use the Guide features again.


Thanks Again for this GREAT software LiveZilla.

#20 Guest_bytc_*

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Posted 23 February 2009 - 04:42 PM

pseudonym said:

I *do* see visitors on the very first page (domain.com only). Any pages they view after that, I can not follow them.
I *do* see visitors when they click on the Chat Icon, during which their URL is displayed as my domain.com/livezilla/livezilla.php.

Hi,
I have the same problem too.
How to fix it ?

Thanks.
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