12 replies to this topic

[joshbilsky]

I just installed a fresh build of Livezilla 3.3.2.3 on 2008 Server R2. If all support analysts go offline, the user is presented with the following message: The representative has left the conversation. If you have further questions please Leave Message. Thank you! However, when the user clicks the Leave Message link, he gets:

[object Error]lz_chat_frame.3.2.login.1.0 - IE 8

OR

TypeError: frames['lz_chat_frame.3.2'].frames[_frame] is undefinedlz_chat_frame.3.2.login.1.0 - Firefox 8

Screen captures of the error are attached. The issue appears to be the same as was mentioned here: http://www.livezilla....php?f=7&t=5546

Any ideas as to how to fix this?

Thanks in advance!

[joshbilsky]

As a follow up to my previous post, I did some testing, and it appears that the issue is isolated to using the "Send an email using the default email-client to the group's email address." option. When I change the server config to "Use Livezilla Offline Messages" no error is presented and I'm forwarded to the Offline Messages page.

It doesn't appear to be browser specific since it occurs in both Firefox and IE. However, if I click the Leave Message button from the Offline page, which I would get if no analysts are available, it pops up a new message in my email client just fine. So is there something wrong with the code or the link itself when it is clicked from within a chat session vs the button on the Offline page?

When I hover over the link, this is what I see in the browser status bar: javascript:top.lz_chat_goto_message(true,false);

[joshbilsky]

I also just tried this on a test server that has Livezilla 3.3.2.2 installed and it does the exact same thing.

[Derek Punzova]

Please try version 4.x. Version 3.x is outdated and may contains bugs which have been fixed already.

[joshbilsky]

 dpunzova, on 21 December 2011 - 07:14 AM, said:

Please try version 4.x. Version 3.x is outdated and may contains bugs which have been fixed already.

Unfortunately we don't have the funds to purchase version 4 at this time. I guess we'll have to live with the error. When I get a moment I'll try to reproduce in 4.x trial copy.

[joshbilsky]

OK, I just tried this same action in 4.0.1.2 and while I do not get the error message any longer, nothing pops up when I click the link. This is the same in both Firefox 8 and IE 8.

When I hover over the link in 4.0.1.2, I see the following: javascript:parent.parent.lz_chat_unload();parent.parent.lz_chat_goto_message(true,false);

[Patrick Keil]

Thanks for your time.

Yes, I can confirm this problem. We will create a fix tomorrow and I will also provide you with a quick fix for version 3 if needed.

Btw. you could also set up the URL of your contact page in the offline message settings.

[joshbilsky]

 pkeil, on 21 December 2011 - 03:52 PM, said:

Thanks for your time.

Yes, I can confirm this problem. We will create a fix tomorrow and I will also provide you with a quick fix for version 3 if needed.

Btw. you could also set up the URL of your contact page in the offline message settings.

Thank you for your reply! I know we could setup a contact page using offline messages but we really don't want to capture any information from Livezilla when our operators are offline. We actually want to forward such offline requests to our service desk email address so for our purposes it would be better to do this via a standard email message than using the Livezilla offline message feature. A fix for version 3 would be great. Right now we're just setting up a longer term pilot for our customer so if they like it, there is potential for purchase of newer versions. This was a pretty glaring bug though for our customer so a fix for version 3 before we demo would be greatly appreciated.

Thanks Again!

[Patrick Keil]

Quote

Thank you for your reply! I know we could setup a contact page using offline messages but we really don't want to capture any information from Livezilla when our operators are offline. We actually want to forward such offline requests to our service desk email address so for our purposes it would be better to do this via a standard email message than using the Livezilla offline message feature.

You got me wrong. You can also forward the user to YOUR contact page if you have one. Just enter the URL in the offline message settings and the customers will be forwarded to this page when your operators are offline.

[Patrick Keil]

Temporary bugfix for all 3.x and 4.x versions:

Open:

%server% / %server% / templates / jscript / jsextern.tpl

Find:

else if(<!--offline_message_mode--> == 2)
{
  window.location.href = 'mailto:' + lz_chat_data.Groups.GetGroupById(lz_chat_get_frame_object('lz_chat_frame.3.2.login.1.0','lz_chat_form_groups').value).Email;
  return;
}

Replace with:

else if(<!--offline_message_mode--> == 2)
{
  var email = (lz_chat_data.SelectedGroup != null) ? lz_chat_data.SelectedGroup.Email : lz_chat_data.Groups.GetGroupById(lz_chat_get_frame_object('lz_chat_frame.3.2.login.1.0','lz_chat_form_groups').value).Email;
  window.location.href = 'mailto:' + email;
  return;
}

[joshbilsky]

 pkeil, on 22 December 2011 - 09:57 AM, said:

Temporary bugfix for all 3.x and 4.x versions:

I tried replacing the else if statement with the code that you provided on my 3.3.2.3 installation, but I'm still getting the same error message in FF and IE. Were you able to confirm that the fix worked in your environment? I tried clearing the browser cache and it made no difference.

Thanks

[Patrick Keil]

We just tested with 4.x but there's no difference in the code so it should be working in 3.x as well. Are you sure that your changes have been applied corrrectly?

[joshbilsky]

 pkeil, on 23 December 2011 - 06:54 AM, said:

We just tested with 4.x but there's no difference in the code so it should be working in 3.x as well. Are you sure that your changes have been applied corrrectly?

Yes I applied the code to the following statement:

else if(<!--offline_message_mode--> == 2)

If I comment out the var = email line and simply hardcode the email address by using following:

window.location.href = 'mailto:' + 'support@abc.com';

it pops up in my email client just fine. So it appears to be catching the correct condition but it doesn't like something in the lz_chat_get_frame_object call. I suppose I could use this method as a workaround but I would rather it grab the email address from the group configuration just in case we decide to change it in the future.